Application Consultant L1

About BioConnect BioConnect is a rapidly growing biometric technology and software company dedicated to transforming the way organizations verify identity. Our mission is to replace traditional credentials such as keys, cards, passwords, and PINs with secure biometric authentication solutions that improve both security and user experience. At BioConnect, we foster a culture of innovation, accountability, continuous learning, and exceptional customer service. Our team is passionate about solving complex challenges and helping customers succeed through technology. Position Summary The Application Consultant L1 reports to the Manager of Technical Services and serves as a trusted advisor to customers, integrators, and partners utilizing BioConnect solutions. This role is responsible for providing technical support, troubleshooting software and hardware issues, managing customer incidents throughout their lifecycle, and delivering an exceptional customer experience. Successful candidates will develop deep product knowledge, effectively communicate technical concepts to both technical and non-technical audiences, and collaborate closely with Product, Engineering, Quality Assurance, Professional Services, Operations, and Sales teams. This position is primarily remote; however, candidates must reside within three (3) hours of Liberty Village, Toronto, to attend periodic in-person company and departmental meetings. Key Responsibilities • Deliver exceptional customer service through phone, email, and remote support interactions. • Manage support cases from creation through resolution using Salesforce Service Cloud. • Troubleshoot software, hardware, networking, database, and integration-related issues. • Perform root cause analysis and document findings, resolutions, and recommendations. • Meet established service level objectives (SLOs), response times, customer satisfaction targets, and quality standards. • Provide proactive communication and status updates throughout the support process. • Escalate issues appropriately while maintaining ownership and accountability. • Diagnose and resolve issues involving Windows Server, Microsoft SQL Server, TCP/IP networking, Active Directory, mobile applications, biometric devices, access control integrations, APIs and software integrations. • Analyze application logs, system logs, event logs, and database records. • Execute basic SQL queries and perform data validation as required. • Utilize remote support tools to investigate customer environments. • Reproduce customer-reported issues in internal test environments. • Collaborate with Product Management, Engineering, and QA teams. • Create and manage Jira tickets with detailed technical findings. • Contribute technical documentation and knowledge-sharing initiatives through Confluence and internal systems. • Participate in software testing, validation, and release readiness activities. • Configure, maintain, and troubleshoot internal testing environments. • Install and maintain virtual machines and test infrastructure. • Configure and test biometric readers, mobile devices, and integrated systems. • Assist with device validation and Return Merchandise Authorization (RMA) testing processes. • Support firmware upgrades and device certification activities. • Create and maintain knowledge base articles, troubleshooting guides, SOPs, installation documentation, technical training materials, and customer-facing instructional content. • Participate in technical training and continuous learning initiatives. • Support departmental projects and cross-functional initiatives as required. Performance Expectations • Deliver professional and customer-focused support experiences. • Demonstrate ownership of customer issues from start to finish. • Maintain accurate case documentation and follow-up activities. • Meet established productivity and service level targets. • Develop increasing technical expertise across BioConnect products and supported integrations. • Communicate effectively with both technical and non-technical audiences. • Demonstrate continuous improvement and willingness to learn new technologies. • Contribute positively to team culture and collaboration Required Qualifications Diploma, degree, or equivalent practical experience in Computer Science, Information Technology, Networking, Systems Administration, or Software Support. • Minimum 1 year of experience providing technical or application support directly to customers or end users. • Experience with Windows Server, Microsoft SQL Server, TCP/IP networking fundamentals, Active Directory concepts, client-server applications, software installation and configuration, remote support tools, and troubleshooting methodologies. • Exceptional verbal and written communication skills. • Strong analytical and problem-solving abilities. • Strong organizational and time-management skills. • Customer-first mindset with strong ownership and accountability. • Desire to continuously learn and grow technically. Preferred Qualifications Red Hat Enterprise Linux (RHEL) or CentOS • Microsoft Azure or AWS • NGINX Web Server • REST APIs • XML, JSON, and HTML • Ruby on Rails • Salesforce Service Cloud • Jira and Confluence • Mobile device management • Access control systems • Identity and access management solutions • Biometric technologies • Physical security systems • Hyper-V or VMware virtualization technologies Working Conditions Primarily remote work environment. • Must reside within three hours of Liberty Village, Toronto. • Participation in an after-hours on-call rotation for critical customer escalations. • Occasional statutory holiday coverage as part of rotational scheduling. • Limited travel may be required for training, company meetings, or special projects. What Success Looks Like Within your first year, you will: • Become proficient supporting BioConnect products and integrations. • Independently troubleshoot and resolve common customer issues. • Consistently meet support team performance metrics. • Contribute to knowledge base content and process improvements. • Build trusted relationships with customers, partners, and internal stakeholders. • Develop the foundation required to progress into higher-level consulting and technical specialist roles.