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Opti9 Technologies

Support Engineer I

Ottawa, ON, K2H 8K7, Canada

$55,000 to $60,000 CAD / year · Full-time

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Job details

Pay: $55,000 to $60,000 CAD / year
Job type: Full-time
Apply by: Feb 3, 2027
Posting language: English
Posted: Nov 5, 2026

Original job description

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.

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More about this job

Responsibilities

The Support Engineer I serves as the first point of contact for customers, troubleshooting technical issues and resolving tickets related to cloud, server, and backup solutions. This role involves managing alerts from monitoring systems and providing high-touch support while adhering to service level agreements.

Requirements

Candidates should possess a college diploma, associate's degree, or bachelor's degree in a technology field along with experience in technical support or help desk roles. Strong problem-solving skills, familiarity with virtualization and backup technologies, and the ability to work in a fast-paced environment are required.

Skills

Technical support
Help desk
Veeam backup and replication
Zerto
VMware
Hyper-V
Microsoft windows server
Linux
Troubleshooting
Customer service
Networking
Storage
Disaster recovery
Ticketing systems
Microsoft office 365
Communication

Benefits

Paid time off
Paid holidays
Health insurance
Dental coverage
Employee assistance program
Wellness reimbursement
Retirement plan with company match
Professional development

Visa sponsorship

Not detected in the job text

Keywords

Cloud solutions
Veeam
AWS
Managed services
Disaster recovery
Microsoft 365
vCloud director
Ubuntu
FreeBSD
CentOS
RHEL
IaaS
PaaS
Azure
GCP
Virtualization
Networking
Storage
Ticketing systems
Technical support

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