Technical Support Engineer – Scientific Instruments
Role Overview
Support scientists and engineers worldwide by answering questions, troubleshooting instruments, and coordinating with Sales, R&D, and Production.
Own customer cases through resolution and use customer feedback to improve documentation and products.
The role is suited to someone with hands-on support experience ready for complex cases and broader responsibility.
Key Skills for This Role
Full Job Posting
Location and role details
- The role is based on-site in Ottawa, Ontario.
- The position is an existing vacancy and reports to the Technical Support Manager.
About RBR
RBR designs scientific instruments used to measure ocean and water conditions, including temperature, salinity, and pH.
Its instruments support research in demanding environments and are used by scientific partners studying climate and oceans.
About the role
Support scientists and engineers worldwide by answering questions, troubleshooting instruments, and coordinating with Sales, R&D, and Production.
Own customer cases through resolution and use customer feedback to improve documentation and products.
The role is suited to someone with hands-on support experience ready for complex cases and broader responsibility.
What you’ll do
- Provide support by email, phone, and video on configuration, deployment, sensor methodology, data quality, and software.
- Own cases from issue scoping through reproduction, root-cause analysis, fix validation, and customer communication.
- Analyze data, configurations, deployment conditions, and sensor behavior; prepare failure analysis reports with Service.
- Connect customers with internal Sales, R&D, and Production experts as needed.
- Coordinate RMAs and quotes for repairs, calibrations, and upgrades; communicate service plans and timelines.
- Create and maintain application notes, manuals, and other customer-facing technical resources.
- Record case problems, troubleshooting steps, evidence, next steps, and resolutions.
- Identify recurring issues and recommend product, tool, documentation, and process improvements.
What you bring
- Bachelor's degree in Science, Engineering, or Environmental Science.
- Experience in a customer support or technical role.
- Strong verbal and written communication skills for explaining technical concepts.
- Experience analyzing, summarizing, and documenting technical issues.
- Proactive problem-solving and commitment to customer success.
- Ability to analyze environmental data and troubleshoot scientific instruments.
- Strong organization and time management to handle multiple priorities.
- Technical aptitude and eagerness to learn new systems and tools.
Nice to have
- Experience with Jira, Confluence, Salesforce, Microsoft Dynamics Business Central, Front, or similar tools.
- Background in Oceanography or Environmental Science.
- Experience writing technical documentation and communications.
- Familiarity with scientific instrument calibration or repair.
Salary and benefits
- The stated salary range is $60,000–$70,000; final salary and job level depend on experience and qualifications.
- Benefits include vacation, paid sick days, health benefits, RRSP matching, a bonus program, fitness and commuting incentives, and team activities.
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