Staff Technical Support Engineer

Job summary

Location and schedule

• The role is based in Richmond, BC, with in-office attendance Monday through Thursday and an option to work remotely on Fridays.
• Participate in an after-hours on-call rotation and potentially work Canadian statutory holidays; holiday work receives additional pay.

Key responsibilities

• Lead complex, ambiguous, and business-critical customer escalations across email, phone, and remote support.
• Analyze logs and packet captures, reproduce issues in a lab, perform root-cause analysis, develop workarounds, and drive confirmed defects to Engineering.
• Identify recurring issues, document RCAs and post-mortems, and influence product fixes and roadmap.
• Mentor and coach L1, L2, and senior analysts through case reviews and technical training.
• Maintain Knowledge Base and ALTO chatbot content by authoring and reviewing articles, evaluating answers, and closing knowledge gaps.
• Provide design and integration guidance for strategic customer deployments.
• Test routers, gateways, and management services before General Availability.

Minimum qualifications

• Bachelor’s degree in Computer Science or Information Technology, or equivalent certifications.
• 10+ years of customer-focused technical experience in telecommunications or IoT.
• CCNA/CCNP certification or equivalent hands-on networking experience.
• Strong networking knowledge: TCP/UDP/IP, port forwarding, modem/router/switch configuration, firewalls, VLANs, SNMP/syslog, VPN troubleshooting, and static/dynamic routing.
• OSI-model troubleshooting with packet-capture tools such as Wireshark and tcpdump.
• AWS/Azure knowledge; strong Linux/Unix skills; Python or Bash scripting familiarity.
• Hands-on system administration and secure deployment; REST API fluency with tools such as curl or Postman.
• Experience with containers, virtual machines including VMware, Nutanix, or Hyper-V, and bare-metal servers.
• Proven experience mentoring and technically guiding engineers or support analysts.

Desired qualifications

• Network design and deployment experience, including planning, configuration, validation, and customer handover, is strongly preferred.
• Cellular and wireless experience, including LTE/5G, modems, and carrier behavior.
• ITIL knowledge or certification; vehicle telemetry knowledge such as CANbus, OBDII, or J1708.
• Experience evaluating LLM-based tools, AI chatbot or knowledge-base content, and documentation or audits.

Pay

• Estimated pay range is CAD $95,000–$130,000 per year; base salary depends on job-related qualifications, skills, education, experience, location, and total compensation.