Fulfillment Center Support Technician (Montreal, QC)

SSENSE is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else . SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views, with approximately 80% of its audience between the ages of 18 to 40.

About the team:

Reporting to the Fulfillment Center Support Senior Manager, the Fulfillment Center Support Specialist is responsible for delivering support, troubleshooting of applications, software and hardware used by the fulfillment center operations.

This role requires on site presence during operations hours of the FC as many problems and situations are related to manual processes or hardware. This role shall support a wide range of technologies. This role requires a deep understanding of a wide range of technologies and entails identifying, implementing, and driving the execution of strategic improvements to enhance system availability, usability, and security.

Shifts structure - 4 days a week, 10h/day, Day or Evening Shifts.

Why join us:

• Technical Support & Troubleshooting: Provide on-site technical assistance and resolve reported or detected issues. Implement long-term solutions and document them to prevent recurrence.
• Proactive System Enhancement: Regularly assess fulfillment center operations to identify and address potential problems. Lead initiatives to improve system performance, availability, security, and usability.
• Incident Management & Escalation: Manage communication for critical issues, ensuring timely resolution. Troubleshoot complex problems, implement fixes, and escalate unresolved issues to third parties when necessary.
• Process Improvement & Documentation: Design and implement standard operating procedures and runbooks. Continuously enhance automation, observability, and security within fulfillment center systems.
• Stakeholder Communication & Collaboration: Maintain open communication channels with various stakeholders. Ensure consistent follow-up on incidents and provide transparent updates throughout the resolution process.

How to excel in this role:

• Education & Experience: Bachelor's degree in a relevant field with 3-5 years of experience in a tech company.
• Technical Proficiency: Strong troubleshooting and log analysis abilities. Expertise in designing, implementing, and automating complex systems (observability, scripting, etc.). Knowledge of Linux, Windows, Android, networking, InTune, Datadog, SQL, and scripting languages. Familiarity with warehouse management systems and other complex applications.
• Problem-Solving & QA: Proven skills in problem-solving, root cause analysis, and QA/security best practices.
• Work Schedule & Accountability: Willingness to work 4 days a week, 10-hour shifts on-site, including weekends and evenings on a rotating schedule. Comfortable acting as the sole technical resource at times.
• Communication & Soft Skills: Excellent communication and interpersonal skills to interact effectively with employees at all levels.

What sets you apart:

• Have a focus on quality and operational excellence

• Strong planning and organization skills

• Ability to manage stakeholder relationships

• Strong analytical and problem-solving skills

• Strong presentations skills and ability to communicate to non-technical and technical audiences

• Ability to follow project management methodologies in an Agile / SCRUM environment

Perks And Benefits:

• Extended health and dental benefits, including comprehensive mental health programs and coverage
• Parental top up program
• Generous Employee Discount
• Access to telemedicine and employee and family assistance program
• Savings and retirement plan matching contributions
• Gender Affirmation Coverage
• Opportunity to work with cutting edge technologies and an innovative team that s pushing the boundaries of technology

SSENSE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need special accommodations, let us know. We will do our best to accommodate you

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