Product Support Specialist

• Analyze complex technical issues and system integrations to identify root causes and develop effective solutions
• Conduct systematic analysis to diagnose customer system issues and implement effective technical solutions
• Travel to customer’ sites in Canada and US for advanced troubleshooting and customer support
• Collaborate with designers, developers, and stakeholders and well as technical support team to endure seamless product integration and customer satisfaction
• Manage the deployment and configuration of integrated systems, ensuring optimal performance and reliability
• Develop detailed Product Support Documents, and train internal technical support as appropriate
• Develop comprehensive technical manuals and field installation guides to support customers during product installation, commissioning, and troubleshooting
• Investigate and review recurring product issues to drive product improvements
• Equip and support the team with in-depth product knowledge and configuration strategies
• Provide post-sales customer support, including consultation on product configuration, installation, and usage

• A Degree in Electrical Engineering, Computer Science, or related technical discipline or equivalent experience
• At least 3 years of experience in advanced systems engineering support, focusing on complex technical problem resolution
• Proven generalized understanding of computer networking (LAN, WAN, NAT, DNS, Basic Firewalls, etc.)
• Hands-on experience with Linux and/or Windows (CMD, Bash, PS, regedit, etc.)
• Demonstrated ability to diagnose sophisticated technical issues and implement effective solutions
• Experience with Atlassian software (Jira, Confluence) is a plus
• Ability to work collaboratively with cross-functional teams
• Willing to adapt to evolving technologies and industry standards
• Thoroughness and attention to detail in all aspects of work, including documentation
• Excellent written and verbal communication skills for documentation, training, and customer interaction
• Must have a valid Passport to be able to fly into USA and visit clients out there

Experience with Atlassian software (Jira, Confluence)

• Collaborate with customers, sales, project management and engineering teams to gather and prioritize product requirements for applications engineering
• Analyze support ticket data to identify trends and drive product quality improvements
• Provide pre-sales support, including customer consultation related to networking, firewalls, cybersecurity etc