Digital Client Support Engineer

Specialist I - Software Engineering

 

 

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.

Visit us at UST.com.

 

You Are:

This role is for a Digital Client Support Engineer working with UST on a client project for one of the largest financial institutions in Canada. The primary responsibility is to assist in the release management, production support, and continuity management of the client’s cloud-based applications. You will be helping ensure the health, performance, and reliability of the client’s digital services, which are critical for their operations. As part of the project, you'll work closely with both internal teams and the client’s IT staff to proactively monitor and manage the performance of key applications, troubleshoot incidents, and support the client’s infrastructure, all while maintaining high standards of uptime and security.

 

The opportunity:

·       Hybrid: In office/remote

·       Environment Health: Implementing and managing monitoring tools and telemetry to ensure that the client’s cloud-based applications are performing optimally. This includes setting up dashboards, managing s, and creating uptime reports.

·       Proactively reviewing application and system performance, identifying potential issues, and conducting regular health checks and maintenance (e.g., managing certificate expirations).

·       Maintaining heightened awareness of system performance during high-risk or high-traffic periods, essential for a financial institution.

·       Engaging in predictive monitoring to assess capacity, volume, and potential bottlenecks in the client’s infrastructure.

·       Incident and Problem Management: Providing incident support across multiple communication channels (email, phone, Teams, self-service platforms), logging incidents, and ensuring timely resolution.

·       Managing major incidents, coordinating with technology and business stakeholders, and ensuring that critical issues are handled effectively.

·       Troubleshooting incidents, collaborating with third-party vendors and internal teams, and working to resolve recurring or complex issues.

·       Ensuring support coverage across global business hours, including handling escalations and incidents that may arise during regional holidays.

·       Change Management: Coordinating and implementing changes to the production environment in collaboration with the client’s development and release teams.

·       Performing change awareness sessions and walkthroughs with stakeholders to ensure that all parties are informed and prepared. Managing release management activities in the pre-production (PAT) and production (PROD) environments, performing post-change verifications to ensure everything runs smoothly.

·       Business Continuity Management (BCM) / Disaster Recovery (DR): Supporting the client with disaster recovery (DR) planning and execution, ensuring that recovery processes are in place for critical cloud applications. Assisting with DR oversight audits, ensuring that recovery processes and evidence are well-documented and in compliance with the client’s internal standards.

·       Reporting & Documentation: Maintaining and reporting on KPIs, including uptime and incident resolution metrics to ensure ongoing improvement and transparency. Contributing to the knowledge base by documenting common incidents, troubleshooting steps, and best practices to help internal teams and the client’s staff.

 

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

 

What you need:

·       Skills & Expertise: Datadog: Experience with log interrogation, APM review, and monitor creation within Datadog to ensure high performance and rapid identification of issues.

·       Microsoft Azure: Hands-on experience with Azure technologies (e.g., ASP, Redis, Blobs, Kudu consoles) to manage and monitor the client’s cloud infrastructure.

·       Unix/Linux: Proficiency in working with Unix/Linux systems and Microsoft portal terminals for managing the cloud environment.

·       NodeJS & SpringBoot: Understanding of NodeJS and SpringBoot applications, as these may be part of the client’s cloud-based applications.

·       ServiceNow: Familiarity with ServiceNow for incident and change management, streamlining the process of logging, tracking, and resolving incidents.

 

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Ontario

Compensation Range: $108,000-$132,000

 

 

 

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), paid holidays, and are eligible for paid bereavement leave and jury duty. They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year). They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.

Part-time regular and temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All Canadian employees who work in a province, territory or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

An Equal Opportunity Workplace, Free of Discrimination and Harassment

At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.

Un lieu de travail à égalité des chances, sans Discrimination et harcèlement

Chez UST, nous nous efforçons de fournir un environnement de travail exempt de discrimination et harcèlement. Nous sommes un employeur garantissant l'égalité des chances et des décisions en matière d'emploi sont basés sur le mérite et les besoins de l'entreprise. Notre politique en matière de droits de l'homme illustre notre position à ce sujet. Nous nous engageons à respecter un emploi équitable des pratiques qui offrent des chances égales à tous les employés. Nous ne faisons pas discriminer ou permettre le harcèlement sur la base de la race, de la couleur, de la religion, du handicap, genre, origine nationale, orientation sexuelle, identité de genre, expression de genre, âge, informations génétiques, statut militaire ou tout autre statut légalement protégé. Chez UST, nous valorisons la diversité et pensons qu'un lieu de travail diversifié crée un avantage compétitif.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

 

 

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