Technical Support Specialist

Résumé du poste

The role involves guiding customers through the deployment, configuration, and maintenance of software and hardware solutions integrating physical security infrastructure. You will diagnose complex technical issues, maintain support documentation, and collaborate with engineering to resolve product bugs.

Détails du poste

Technical Support Specialist Teldio is seeking a technically skilled, customer-focused team member to join our Support team. You’ll play a key role in helping customers deploy, configure, and maintain Teldio’s software and hardware solutions that integrate two-way radios, video management systems (VMS), access control, and other physical security infrastructure. This is not a call-center role - you’ll be hands-on with real-world systems, working closely with partners and customers to diagnose complex issues, provide expert guidance, and ensure smooth deployments and reliable performance. You will be working both independently and as part of a team to create a great experience for our customers. If you thrive on solving problems, enjoy diving into diverse technologies, and take pride in helping customers succeed, this could be a great fit. What You Will Be Doing Customer Support & Troubleshooting • Guide partners, customers, and internal teams through technical software installs, upgrades, and issue resolution. • Use diagnostic tools and your technical intuition to troubleshoot issues involving radios, VMS, access control, networks, and I/O systems. • Reproduce, document, and resolve technical issues efficiently while maintaining strong communication with stakeholders. • Maintain detailed records of support interactions using company tools to ensure visibility and continuity across the team. • Write and maintain knowledge base articles and support documentation to reduce future escalations. • Collaborate with Engineering to escalate and track product bugs or feature requests as needed. Cross-Functional Collaboration • Support internal teams (Sales, Operations, QA) by providing technical insight and field feedback. • Help optimize deployment and support processes for efficiency and customer satisfaction. • Contribute to team initiatives that improve response times, product quality, and customer experience. What We’re Looking For Required Traits and Skills • Strong ownership mindset — you see problems through to resolution. • Excellent troubleshooting and diagnostic skills across networking (LAN/WLAN, TCP/IP), I/O, serial comms, and systems integration. • High comfort level with Linux environments and command-line tools. • Clear and professional communicator — able to adapt explanations for both technical and non-technical audiences. • Self-motivated and organized, with the ability to manage multiple priorities effectively. Preferred Experience • 2+ years in technical support or systems integration environments. • Experience with physical security systems such as VMS, access control, or two-way radio networks is a strong asset. • Familiarity with writing or maintaining technical documentation. • Bonus: any experience with scripting (Bash, Python) or API integrations. Role Logistics On-site position in Ottawa. Occasional travel may be required for customer deployments or training. Perks and Benefits • Comprehensive medical coverage • Flexible work hours and PTO (vacation and sick days) • A collaborative, tight-knit team solving meaningful technical problems • Opportunities to work with innovative technologies across physical security, communications, and IoT Principals only - no agencies or recruiters.

Ce que vous ferez

The role involves guiding customers through the deployment, configuration, and maintenance of software and hardware solutions integrating physical security infrastructure. You will diagnose complex technical issues, maintain support documentation, and collaborate with engineering to resolve product bugs.

Exigences

Candidates should have strong troubleshooting skills in networking and Linux environments with a professional communication style. Preferred experience includes 2+ years in technical support or systems integration, specifically with physical security systems or scripting.

Avantages

• Comprehensive Medical Coverage • Flexible Work Hours • Paid Time Off • Vacation Days • Sick Days

Compétences indiquées

• Control · Souhaitée
• Software · Souhaitée
• Technical · Souhaitée
• Documentation · Souhaitée
• Communication · Souhaitée
• Troubleshooting · Souhaitée
• maintenance · Souhaitée
• Diagnostic · Souhaitée
• Flexible · Souhaitée
• Customer · Souhaitée
• Technical Support · Souhaitée
• Configuration · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Networking
• Linux
• Troubleshooting
• Systems Integration
• TCP/IP
• LAN/WLAN
• Serial Communications
• Technical Documentation
• Customer Support
• Bash
• Python
• API Integrations
• VMS
• Access Control
• Two-way Radios
• I/O Systems

Domaines d’emploi

• Customer Service & Support
• Technology
• Security & Safety
• Engineering
• Software