Is this you? Are you a motivated and tech-savvy person with a passion for helping customers resolve cloud, server and back-up related issues? If yes, then this position is right for you!
Who are we? Glad you asked! Opti9 is a trusted cloud solutions provider committed to delivering industry-leading, tailored solutions that meet the unique needs of businesses across a wide range of industries. We are a premier Veeam partner, as well as an AWS Premier Consulting Partner and Certified Solution Provider. Our expertise includes managed cloud, backup and replication, disaster recovery, security, and Microsoft 365 solutions. In the public cloud space, we specialize in migration, optimization, transformation, and cloud-first application consulting.
What sets us apart? A fun, casual, and collaborative culture that embraces fresh ideas, innovation, and a strong customer-first mindset. At Opti9, we work hard, support each other, and never shy away from a challenge. We believe in balancing results with a positive team spirit—and we’re always on the lookout for authentic, accountable individuals who are ready to grow with us and make an impact.
What would you do? As a Support Engineer I for Opti9, you’ll be the first point of contact for customers experiencing technical issues. You’ll troubleshoot basic problems, provide clear guidance, and ensure a positive support experience. This hands-on role is responsible for resolving alerts/alarms from our monitoring systems and resolving customers’ technical tickets while providing a high-touch customer experience to our clients.

BASIC QUALIFICATIONS:

• College Diploma, associate’s degree, bachelor’s degree or equivalent experience in the technology field
• Basic understanding of various IT disciplines; Virtualization, Networking, Storage
• Basic understanding of backup and disaster recovery strategies and solutions
• Experience working in technical support, help desk, or customer service
• Strong communication, documentation, problem-solving and organizational skills
• Ability to work in a fast-paced environment and manage multiple tasks
• A positive attitude and eagerness to learn
• Highly comfortable engaging with external customers at the technical and executive levels

PREFERRED QUALIFICATIONS:

• Professional Certifications e.g., Veeam, Microsoft, Networking, etc.
• Experience working with ticketing systems
• Experience with VMware, Veeam Backup and Replication, Zerto and Hyper-V
• Experience with Microsoft Office 365
• Experience working with or for Managed Service Providers
• Knowledge of public cloud platforms (IaaS and PaaS) – Azure/AWS/GCP
• Ability to articulate complex concepts to cross-functional audiences
• Demonstrated ability to adapt to new technologies and learn quickly

• Answer incoming support calls and chats from the inbound queue and assist customers with technical issues in a timely and courteous manner
• Provide level 1 support for Veeam Backup and Replication, Veeam Backup for Microsoft 365 and Zerto backup and disaster recovery solutions
• Provide level 1 support for vCloud Director, Hyper-V and other virtualization technologies
• Troubleshooting server operating system issues - primarily Microsoft Windows Server but may also work with Linux-based systems (Ubuntu, FreeBSD, CentOS, RHEL)
• Manage multiple tickets, prioritizing work against service level agreements
• Work with management to recommend process enhancements to improve efficiency and customer experience
• Respond to and resolve support tickets related to the on-going management of customer environments
• Monitor ticket queue by responding, updating, and triaging to level 2
• Diagnose and resolve reported client incidents, tasks, questions, or problems
• Work onsite in our Ottawa location a minimum of 2 days per week