What You’ll Be Doing

You will work across three primary areas:

Advanced Technical Support & Customer Escalations

• Investigate and resolve complex customer, networking and system-integration issues.
• Troubleshoot networked products involving LAN/WAN environments, DNS, NAT, firewalls, managed switches and related technologies.
• Work with Linux- and Windows-based systems.
• Review escalated technical issues and work directly with customers to gather information, diagnose problems and implement solutions.
• Support deployment, configuration and troubleshooting of integrated systems.
• Travel to customer sites in Canada and the United States when remote troubleshooting is insufficient.
• Read and interpret electrical schematics and wiring diagrams when troubleshooting integrated equipment.

Product & Pre-Sales Support

• Serve as a technical resource for Product Management, Sales and Project Management.
• Respond to technical product, compatibility and application questions.
• Provide pre- and post-sales technical consultation to customers.
• Assist customers with networking, firewall, configuration, installation and product-usage questions.
• Help determine how products can be integrated into specific customer environments.

Product Development & Continuous Improvement

• Participate in new product development, prototyping, validation and testing.
• Bring customer and field experience into product-development discussions.
• Identify recurring product or support issues and recommend improvements.
• Produce or support technical drawings, schematics and system documentation.
• Develop troubleshooting guides, installation documentation, user manuals and technical procedures.
• Provide technical knowledge transfer and training to internal teams.
• The formal MAD role specifically spans advanced customer support, pre/post-sales product questions and R&D product-development support.

What We’re Looking For

• Degree in Electrical Engineering, Computer Science or a related technical discipline, or equivalent relevant experience.
• Approximately 8+ years of experience in advanced technical, systems, applications or engineering support.
• Strong networking knowledge, including:
  • TCP/IP
  • LAN/WAN
  • DNS
  • NAT
  • Firewalls
  • Managed switches
  • Ethernet
• Hands-on experience working with Linux and Windows systems.
• Proven ability to diagnose and resolve complex technical and system-integration problems.
• Ability to read and understand network topology and system-integration diagrams.
• Ability to read and interpret electrical schematics and wiring diagrams.
• Experience working with ticketing and knowledge-management systems such as Jira and Confluence.
• Strong customer-facing communication skills.
• Ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
• Strong research, analytical and root-cause problem-solving capabilities.
• Demonstrated initiative and the ability to take ownership of problems through resolution.
• Ability to work effectively across Engineering, Product, Sales, Project Management and customer organizations.
• Ability to travel approximately 15–20% within Canada and the United States.

Assets

• Experience supporting network-connected industrial, telecommunications, IoT, automation or other integrated hardware/software products.
• Experience working with electrical panels, controls or other embedded/integrated equipment.
• Familiarity with CAD or technical diagramming tools.
• French or Spanish language skills.