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About the Role
We are looking for someone with a deep interest in technology and the ability to learn and adapt quickly. In this role you will be responsible for remotely helping customers deploy our tool, overcoming any unexpected hurdles and working with them until the deployment process is complete. You should have a fundamental understanding of how corporate networks are structured and be able to learn and adapt quickly. You will be speaking regularly with customers and partners, so discussing technology should energize you.
Responsibilities
- Serve as the primary point of contact for a portfolio of customers, owning the relationship from onboarding through renewal via phone/web-conference, email and chat
- Record all customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system
- Maintain or exceed customer success and support ticket SLAs for response time and resolution.
- Coordinate and plan activities with partners and customers from deployment pre-work through installation, hand-off, and ongoing success reviews
- Lead remote deployment and configuration of our proprietary IT asset discovery platform across client networks, public cloud tenants (AWS/Azure), and virtualized environments (VMware, Hyper-V, Nutanix)
- Monitor customer health, usage, and adoption metrics, and the collection of installation data from client sites; proactively identify risk and make recommendations to improve performance and completion rates
- Conduct periodic business reviews with customers to demonstrate value delivered and identify expansion opportunities
- Provide guidance and mentorship to team members, sharing technical and customer success best practices
- Document common errors, resolution paths, and customer playbooks in KB format
- Identify and champion opportunities for process and product improvements based on customer feedback
Requirements
- Post-secondary degree, diploma, or certificate in computer science, information systems, or related field
- Minimum 2 years of post-graduate experience in an IT support, systems administration, or customer-facing technical role
- Must demonstrate a solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
- Familiarity with administering public cloud tenants (Azure and/or AWS) in corporate environments, including identity, access and resource management
- Familiarity with Microsoft 365 and Azure Active Directory (Entra ID) administration, including user provisioning, licensing, security groups and conditional access policies
- Understanding of Windows authentication protocols (Active Directory, Kerberos/NTLM), network security and optimization, and common virtualization platforms such as VMware/vSphere, Microsoft Hyper-V, and Nutanix
- Familiarity with Unix/Linux based operating systems, comfortable in a command line environment
- Solid systems administration fundamentals, including server/OS patching and endpoint management
- Proven ability to build trusted relationships with customers and manage competing priorities across a portfolio of accounts
- Strong communication skills, technical and business, with the ability to translate complex technical concepts for non-technical stakeholders
- Keen, curious mind, a customer-first mindset, and a thirst for knowledge
- Fluent in Portuguese and English
Skills
- IT Service Desk
- Network Administration
- Customer Success/Account Management
- Basic scripting or automation experience (PowerShell, Bash, or similar)
Location
- Toronto
Work Type
- Full-time
- Remote
- Work from home
Experience Level
- Minimum 2 years of post-graduate experience
Education Level
- Post-secondary degree, diploma, or certificate in computer science, information systems, or related field
Salary/Compensations
- Competitive salary based on skills and experience
Benefits
- Casual work environment
About the Company
- We’re Block 64 - builders of a unified IT visibility platform purpose-built for mid-market IT teams managing complex, hybrid environments. Our platform eliminates blind spots across software, SaaS and cloud, empowering IT teams to reduce risk, cut waste, and lead modernization efforts with confidence.