Escalations Engineer (MDM)

TL;DR

Escalations Engineer (MDM): Managing complex technical escalations for mobile and IoT device management solutions with an accent on troubleshooting client-server architecture and resolving high-impact customer issues. Focus on collaborating with engineering teams, analyzing product trends, and maintaining technical documentation to ensure system reliability.

Location: Must be based in or able to commute to Mississauga, Canada (Meadowvale Office)

Salary: $80,000–$95,000 annually

Company

A global leader in mobile and IoT device management software committed to continuous innovation and personal growth.

What you will do

• Manage customer escalations by adhering to standard operating procedures for documentation and troubleshooting.
• Collaborate with global engineering, sales, and support teams to drive technical resolutions.
• Proactively analyze product defects and trends to serve as a customer champion.
• Validate and qualify customer issues and their business impact.
• Contribute to the knowledge base by creating technical documentation for issue prevention.

Requirements

• 2+ years of experience in a customer-facing role
• ~1 year of experience with MDM solutions
• Proficiency in Windows Active Directory or EntraID and PKI infrastructure.
• Basic knowledge of SQL and understanding of client-server architecture.
• Understanding of EMM, Android Enterprise, or Apple DEP.
• Strong written and verbal communication skills.

Nice to have

• Experience with Windows Server 2016/2019/2022 and IIS.
• hirify.global product certification or other EMM vendor certifications.

Culture & Benefits

• Collaborative and agile team environment.
• Opportunities to work with leading-edge technologies and global tech partners.
• Emphasis on personal growth and continuous innovation.
• Fast-paced environment with global reach.