Senior Support Technician

SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™. SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views.

Job Overview

Reporting to the Director of Technology Services, the Senior Support Technician is responsible for providing advanced support and resolving issues related to applications, software, and hardware used in fulfillment center operations. This role requires an on-site presence to manage issues related to manual processes and hardware. It requires a deep understanding of a wide range of technologies, as well as the ability to identify, implement, and lead strategic improvements to optimize system availability, usability, and security.

This senior-level position also serves as an excellent stepping stone to a Software Developer role. The focus on automation, scripting, and complex system troubleshooting will allow you to gain technical expertise directly applicable to the foundations of development.

What You Will Do:

• Provide advanced technical support and troubleshooting for complex issues, ensuring long-term solutions to prevent recurrences.

• Define and lead initiatives aimed at improving the performance, availability, security, and usability of distribution center systems.

• Drive the execution of a global roadmap for the support team, focused on automation, quality, availability, and security.

• Establish robust communication channels to manage Severity 1 and 2 incidents, including opening and managing communication bridges.

• Lead efforts to improve automation, observability, and system security within the center, ensuring continuous improvement.

Requirements:

• Education: College or University degree in Computer Science or a related field.

• Experience: Minimum of 5 years of experience in a similar role, ideally within a tech company or a distribution center/warehouse environment.

• Schedule: On-site presence 4 days a week (Friday to Monday), 10-hour shifts.

• Technical Expertise:

  • Proven expertise in troubleshooting (log analysis, etc.), and the design and implementation of complex observability and automation systems.

  • Proficiency in process automation and scripting (major asset).

• Knowledge: Familiarity with Mac environments, Windows Server, Windows 11, Linux, Android (MDM), networking, Warehouse Management Systems (WMS), and other complex applications (ERP, etc.).

• Language: Fluency in spoken and written French is required.

What Sets You Apart:

• Autonomy and a strong sense of accountability; you may occasionally be the only technical resource on-site.

• Strong analytical and problem-solving skills; ability to tackle varied and complex challenges.

• A drive to improve and optimize processes; automating manual tasks to enhance overall efficiency.

Why Join Us:

• Extended health and dental benefits, including comprehensive mental health programs and coverage.

• Parental top up program.

• Generous Employee Discount.

• Access to telemedicine and employee and family assistance program.

• Savings and retirement plan matching contributions.

• Gender Affirmation Coverage.

• Opportunity to work with cutting edge technologies and an innovative team that’s pushing the boundaries of technology.

SSENSE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need special accommodations, let us know. We will do our best to accommodate you!

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