Field Technician Support

Accountabilities:

• • Serve as the primary technical escalation point for complex support requests, delivering prompt, professional, and effective resolutions.
  • Diagnose and troubleshoot advanced issues involving IP-based CCTV systems, NVRs, video analytics, access control platforms, door controllers, credentialing systems, and intercom technologies.
  • Provide remote technical support through phone, email, live chat, Remote Desktop Management, VPN, and other secure diagnostic tools.
  • Troubleshoot computer networks, including IP addressing, switches, PoE devices, basic routing, structured cabling, and system integrations.
  • Conduct remote diagnostics, testing, configuration, and validation for software, hardware, and integrated building technology installations.
  • Perform root-cause analysis on recurring incidents and develop mitigation, preventative, and reliability-improvement strategies.
  • Maintain accurate support records, ticket documentation, technical notes, and incident histories while meeting established SLAs and service standards.
  • Collaborate with Engineering, QA, Product Management, Installation, and Client Services teams to resolve complex issues and improve technical solutions.
  • Escalate critical or unresolved incidents appropriately while maintaining clear communication with customers and internal stakeholders throughout the resolution process.
  • Support system upgrades, technology deployments, automation initiatives, and new product rollouts.
  • Participate in post-mortem reviews and contribute to technical knowledge bases, troubleshooting guides, user documentation, and operating procedures.
  • Analyze incident patterns, system performance, and user behavior to identify opportunities to reduce recurring support volume and improve operational efficiency.
  • Partner with development teams to define functional requirements and contribute to scalable, customer-focused technical solutions.
  • Manage day-to-day customer support tickets, ensuring timely troubleshooting, clear communication, and a consistently high level of customer satisfaction.
  • Attend client sites when required and provide after-hours or weekend support for urgent technical callouts.

  Requirements:

  • Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline; equivalent professional experience may be considered.
  • Minimum of 5 years of progressive experience in technical customer support, systems analysis, technical operations, or a similar technology-focused role.
  • Proven hands-on expertise troubleshooting CCTV, access control, and intercom systems.
  • Experience with Kantech, ICT, Salto, or Brivo access control systems is a strong asset.
  • Working knowledge of elevator control systems and HVAC systems is highly desirable.
  • Strong understanding of IP networking, PoE devices, structured cabling, network-connected hardware, and integrated technology systems.
  • Knowledge of IT infrastructure, digital security technologies, smart building systems, and system integrations.
  • Experience supporting multi-unit residential environments and working with property managers, building staff, and residents is an asset.
  • Familiarity with ticketing and collaboration platforms such as Confluence and Slack.
  • Strong analytical and problem-solving abilities, with the capacity to diagnose complex technical environments and translate findings into actionable solutions.
  • Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to technical and non-technical audiences.
  • Strong customer-service orientation and commitment to end-user satisfaction and service quality.
  • Demonstrated ability to collaborate effectively across technical and non-technical teams.
  • Self-directed, proactive, and comfortable taking ownership of issues and identifying opportunities for continuous improvement.
  • Willingness and ability to travel to client sites as needed, with access to a vehicle and a valid Canadian driver’s license.
  • Flexibility to work outside standard business hours, including evenings or weekends, when urgent support situations arise.
  • Bilingual English/French communication skills are required, particularly for supporting clients in Quebec.
  • Experience in smart buildings, IoT, building automation, property technology, or multifamily residential environments is a strong asset.

  Benefits:

  • Competitive compensation of approximately CAD $60,000–$80,000, depending on experience, skills, and relevant qualifications.
  • Fully remote work model with the flexibility to manage your schedule based on performance and business needs.
  • Flexible working hours and unlimited paid time off.
  • 100% employer-paid benefits.
  • Employee stock option opportunities.
  • Strong culture of ownership, autonomy, and trust.
  • Opportunity to work with sophisticated smart-building, IoT, security, and integrated technology solutions.
  • Support for professional development and career growth.
  • Collaborative, fast-paced environment with opportunities to work across technical and business teams.
  • Meaningful opportunity to improve the reliability and customer experience of technology deployed in real-world buildings.