Remote Scouter

Who we are:

M-Files is the leading platform for knowledge work automation. With the M-Files platform, knowledge workers can find information faster, work smarter, and achieve more. M-Files features an innovative metadata-driven architecture, embedded workflow engine, and advanced artificial intelligence. This enables customers to eliminate information chaos, improve process efficiency, and automate security and compliance.

We help knowledge workers to work smarter.

Learn why we've been certified as a Great Place To Work.

Summary Of The Role:

We are looking for a skilled individual to join our global Support Operations team. As an M-Files Senior Development Support Specialist you will play a critical role in driving our success. You will be part of our highly skilled Support Operations Team and responsible for delivering high quality product support to customers all over the world.

As an M-Files Development Support Specialist you will participate in supporting our Support Specialists team. You will also work with our customers on escalations, solving problems and questions together with our R&D and consultants. Our team will educate and guide you so you can become an expert in M-Files product and cloud services.

Responsibilities and Duties:

• Monitor and prioritize service requests, manage escalations, and participate in solving technical challenges to ensure prompt and high-quality solutions.
• Lead investigations to bring quicker resolution to incidents impacting our M-Files Platform and Cloud hosted SaaS customers and improve customer experience.
• Perform complex product debugging and remediation when needed.
• Work alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers.

• Position is not expected to write product code; however, should be able to apply their code skills and understanding towards efficiently resolving issues as appropriate.
• Transform the M-Files Support Operations team to build a highly capable operations support force that can diagnose and resolve customer issues, minimizing the need for escalation.
• Watch for situations that would benefit from new (or existing) troubleshooting tools / documented methodologies, etc. 
• Build troubleshooting plans / tools & utilities for more quickly identifying the scope of the issue and focusing effort.
• Identify repeated instances of escalation from individual contributors that would indicate need for further training and need for tracking improvement.
• Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow.
• Review team's dev tickets each month for determination and categorization related to why the dev case was needed. 
• Contribute to the M-Files offering product improvements by filing impactful bugs, design change requests and by helping developers to fix and ship them to production, preventing customers from being impacted.
• Provide functional guidance for remote Product and Cloud Support Specialists
• Participate in DevOps collaboration with Product Development and contribute to SaaS environment and solution design.
• Understanding of vault infrastructure and capacity to resolve/avoid performance issues by utilizing capacity planning measures.
• Troubleshoot relevant vault configurations and applications
• Troubleshoot vault deployment escalations
• Use of internal deployment tools, Azure portal, SQL Server Management Studio, PostMan, and Powershell

 What You Should Have To Be Successful In This Role:

• Cloud Computing, Microsoft Azure architecture and its components.
• Knowledge of Microsoft Azure Platform development and deployment concepts
• Experience with C++, C# and .NET, PowerShell, CLI, Microsoft Azure, Docker containers
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and identify solutions
• Strong hands-on experience with Windows environments
• Experience in technical problem solving and prioritizing skills
• Fluent in written and spoken English
• Self-starter with excellent communication skills
• Networking Concept knowledge such as VIPs, NAT, DNS, VPN, Virtual Networks, OSI model
• Web protocols/methods knowledge such as TCP/IP, HTTP/s, JSON.

Successful Characteristics:

• Demonstrate "superior" expertise at team level
• Recognized as an expert from whom colleagues are spontaneously ask for advice.
• Acts as a specialist resource for complex assignments
• Supports and guides colleagues at own specialty areas, acts as a tutor for other colleagues
• Actively follows information technology development, M-Files release plans and identifies competence development needs at own areas of expertise.
• Drives for development, innovates, and creates best practices to take responsibility of piloting new technologies
• Able to independently pilot new technologies

Who you are/Qualifications and Skills:   

• At least 5 years of technical escalation support experience (in a Tier 2/3 environment) including experience in a customer-facing or support role

• Bachelor's degree in Computer Science, or equivalent work experience
• Service Engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level service
• Knowledge of M-Files Product and target environments.
• Knowledge of Scrum.
• Experience in target environments like Windows, Windows Azure, iOS, Android, and Web browsers.
• Experience of databases, preferably MS SQL Server.
• Proven ability to communicate ideas, with excellent verbal and written communication skills.
• Strong interpersonal skills, with the ability to listen to customers and translate their needs into specific actions and solutions.
• Ability to collaborate in a team setting.
• Ability to drive projects to completion and manage obstacles.
• Excellent organizational skills.
• Excellent presentation skills.
• Aptitude and enthusiasm for learning new methods and techniques.
• Experience working with document/content management systems a plus.

Participation In Our Recruitment Process:

1. Initial Phone Screen w/People & Culture Team Member
2. Interview w/Hiring Manager
3. Technical Interview w/Hiring Manager & Team Lead (assessment based)

Application Deadline: Friday, March 8th by 3:00pm (central standard time)

Why M-Files?

We are a global company with Finnish roots and with a product that we are very proud of!

By joining M-Files, you will get the opportunity to contribute to our success and growth, while developing your own expertise. Our team is fun, and our solutions are changing the market!

Our guiding principles of "Make It Happen", "Help Others", and "Love Customers" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey.

What We Offer:

• As a remote enabled company our team members enjoy the flexibility to establish their own life/work balance
• 10 paid holidays annually
• Unlimited PTO
• Matching 401K Plan (25% of employees' contribution up to the IRS max)
• Health insurance (PPO and HDHP/HSA plans offered)
• Dental insurance
• Vision insurance
• Life insurance (1x employee salary)
• Short-term disability (employer paid)
• Long-term disability (employer paid)
• Flexible Spending Plan (medical and dependent)