Support Engineer I

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 so, then we'd love to hear from 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. This role will report to the Support Team Lead.

What are the details?

Primary Responsibilities

• 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

• Provide level 1 helpdesk and on-site support for Managed Services clients in Ottawa

• 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

• Applicants must be open to working a flexible schedule which could include early mornings and late evenings

What do you know?

Technical Knowledge and Experience:

• 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

• Ability to travel to client sites for on-site support as required (valid driver’s license and access to a reliable vehicle required; mileage reimbursed)

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

What do you get from us?

At Opti9, we believe work should be more than just a job—it should be a place where you feel valued, supported, and excited to grow. When you join our team, here’s what you can expect:

• Paid Time Off – Generous PTO and paid holidays so you can recharge, take care of what matters, and bring your best self to work

• Flexible Work Options – Enjoy the flexibility of a hybrid schedule with a mix of remote and in-office work if you’re located near one of our offices

• Health & Dental Coverage – Comprehensive insurance plans to keep you and your family healthy including EAP benefits

• Wellness Reimbursement – An annual benefit to support your physical and mental well-being, covering a wide range of health-related expenses

• Retirement Plan with Company Match – Invest in your future with our matched retirement savings program

• Casual, Supportive Culture – We keep things laid-back but focused, with a strong emphasis on teamwork and accountability

• Recognition & Rewards – We celebrate wins and recognize contributions with regular programs that highlight your impact

• Professional Development – Access learning opportunities, training programs and support for certifications to help you grow your career

• Give Back Together – Participate in group volunteer opportunities and community initiatives that align with our values

• A Place You’ll Want to Be – We’re building a team of great people doing meaningful work—and we have fun doing it

Opti9 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, service in the military, or any other legally protected characteristic.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.