Technical Support Analyst, CDS

Vecima Networks Inc.

Technical Support Analyst providing first-line support for Vecima's Content Delivery solutions. Managing and resolving technical support cases for customers globally with a focus on Linux-based systems.

Posted 7/18/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in providing technical support for Content Delivery and Storage solutions, with a strong focus on troubleshooting Linux-based systems and managing customer communications effectively. Demonstrates accountability and problem-solving skills while maintaining service level agreements.

Highest-signal resume keywords

Linux System AdministrationTroubleshooting SkillsIncident Management SystemsCustomer CommunicationRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Linux-Based Systems SupportHardware TroubleshootingFailure AnalysisTechnical DocumentationNetwork Fundamentals

Soft Skills

Analytical SkillsOrganizational SkillsAttention to DetailInitiativeProblem-Solving Mindset

Tools & Technologies

Salesforce Service CloudMonitoring Tools

Industry Keywords

Technical SupportService Level AgreementsContent DeliveryStorage SolutionsCustomer-Facing Environment

Tech Stack

Tools & technologies

CloudLinux

About the role

Key responsibilities & impact

Provide frontline technical support to Vecima customers for Content Delivery and Storage solutions
Manage technical support cases in alignment with service level agreements (SLAs)
Perform troubleshooting, failure analysis, and root cause analysis on Linux-based systems
Ensure timely resolution of customer issues
Handle verbal and written customer communications
Establish initial customer contact and remote connectivity to diagnose and troubleshoot video delivery systems
Escalate critical or complex issues to senior technical staff
Utilize monitoring tools to identify issues and open support or maintenance cases
Maintain end-to-end ownership and accountability for support cases
Document case progress, troubleshooting activities, root cause findings, and resolutions
Execute overnight maintenance activities
Participate in customer case review meetings
Participate in training to stay current on products and technologies
Contribute to the development and maintenance of technical documentation

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline
Minimum of 2 years of experience in enterprise-level hardware and software troubleshooting
Experience using incident management or ticketing systems (e.g., Salesforce Service Cloud)
Experience supporting Linux-based systems in a production or customer-facing environment
Proficiency in Linux system administration and hardware troubleshooting
Understanding of computer networking fundamentals and protocols
Strong analytical, troubleshooting, and root cause analysis skills
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Ability to manage multiple priorities and respond effectively in a fast-paced environment
Demonstrated initiative, accountability, and problem-solving mindset

Benefits

Comp & perks

Competitive compensation and benefits package
Professional development opportunities
Challeneging work environment fostering skill development and personal career growth