Index Exchange is hiring an

Application Support Analyst

Toronto, Canada

Our software is used by tens of millions of people around the world everyday and yet what we do is largely invisible. Support at Index is different - we don’t have customers in the traditional sense of the word: we support a small group of highly technical users including internal Index teams (Analysts, Client Services, Engineering) as well as representatives from our Publishers, who depend on our products to see transparent data about their campaigns.

Our business is predicated on speed and that bleeds into everything we do. When a new requirement emerges or problem occurs we need to be able to respond and resolve the issue as quickly as possible. We are looking for an Application Support Analyst to be the single point of contact for end users needing assistance – whether submitting a hardware request, fixing a bug or creating a custom report. The ideal candidate for this role must have a technical background with a strong focus on databases (namely SQL) in addition to exceptional prioritization, time management and communication skills. Support is one of our most vibrant departments and you need to not only bring the skills to do the job, but the right mix of passion and personality to complement this team.

You will:

  • Be our first line of response to all issues from end users - all Index employees and partners depend on you
  • Gather relevant information for issues, fix the issue when possible and if not translate it to the required action for developers/testers
  • Report all issues via tracking system (JIRA Service Desk), determine appropriate priority, triage and escalate all high priority issues to manager
  • Clearly communicate status on problems as well as the resolution
  • Recreate issues and investigate based on priority

You have:

  • Working knowledge and experience with databases including MySQL and familiar with the Linux/Unix command line
  • Clear and concise written communications skills
  • Excellent problem solving skills and can take charge when a problem must be addressed
  • Out of the box thinking. We are obsessed with personal improvement and learning
  • A Bachelor's degree in Computer Science/Software Engineering or related field and 1-2 years of professional experience in a technical support role

We have a large group of developers in Toronto and satellite offices in Montreal and Kitchener-Waterloo. Our offices speak to who we are: no walls or cubicles - wide-open spaces where we can freely communicate and collaborate. We offer free snacks and drinks as well as catered lunches every Friday. We don't have a dress code or core hours - come as you are. We like to celebrate and try to go out as a team at least once a month. We also offer an amazing benefits package and $5 monthly Goodlife memberships.

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