At WISI America, we have spent almost 100 years focused on implementing the most innovative and reliable technology solutions; providing carrier-grade video delivery solutions with a world-class user experience to video operators around the globe.
We are looking for 2 full-time Product Support Specialists to work with users of our award-winning carrier grade IP video products. Our customers deliver IPTV, RF analog/ digital cable TB and multi-screen television services.

We are ideally looking for the successful candidate to be based in the Greater Vancouver area, with the expectation to be in the office on Mondays, Tuesdays, and Thursdays (Hybrid), with the flexibility to work from home on other days. However, we are open to considering exceptional candidates from across Canada.
We offer a competitive salary and benefits package and have some awesome perks in our beautiful office space. The company is located in Pitt Meadows, BC a suburb of Metro Vancouver. We are in a gorgeous location near walking and biking trails, away from the hustle and bustle of the city.

We are proud to have been certified as a Great Place To Work after a thorough and independent analysis conducted by the Great Place to Work Canada for the 7th consecutive year. We are also on the 2025 list of Best Workplaces in Canada.

About the role:Reporting to the VP Product, the Product Support Specialist is responsible for providing technical and application support to video headend engineers, ensuring customer satisfaction through effective issue resolution, collaboration, and continuous product improvement.
Functional Accountabilities:

• Front-Line Support:
  • Provide telephone and e-mail technical and applications support to video headend engineers. Intimate knowledge of video broadcast standards is strongly preferred.

• Customer Interaction:
  • Work closely with video broadcast customers to answer questions and resolve issues; escalate to senior specialists, when necessary, by collecting and providing detailed information. A high level of MPEG-TS experience is strongly preferred.

• Issue Reproduction:
  • Recreate issues in a reproducible manner, document them, and walk video broadcast customers through implementing solutions.

• Ticket System Management:
  • Use our online ticket system to prioritize issues reported by video broadcast customers and manage a personal queue of issues, ensuring successful resolution and keeping customers and stakeholders informed.

• Product Improvement Communication:
  • Share experiences gained from working with video broadcast customers with product management and development teams to define and test product improvements.

• Collaboration:
  • Work closely with sales, production, and software development teams to ensure complete customer satisfaction.
  • Liaise with marketing to contribute to the development of onboarding materials and tips and tricks videos, leveraging technical expertise to enhance user experience and knowledge sharing.

• Support Coverage:
  • Coordinate with support team members to ensure technical support is available from 5:00 AM to 5:00 PM Pacific time. Team members should work together to provide consistent coverage during these hours. Additionally, participate in a rotation for out-of-hours emergency on-call support as needed.

Key Competencies:

• Strong communication & active listening
  • Communication is key! Strong verbal and written communication skills to convey information clearly and effectively. Adapting your style to different audiences and ensuring clarity.
  • Responding to customer queries in a timely and accurate way, via phone, and email.
  • Escalate to senior specialists, when necessary, by collecting and providing detailed information.
• Customer Oriented
  • Understanding and responding to customers' needs and concerns. Maintain a customer-oriented approach by clearly documenting all interactions and solutions.
  • Demonstrate patience by remaining calm, courteous, and professional, even when interacting with challenging or upset customers.
  • Show adaptability by adjusting to different customer personalities, and proactivity by anticipating customer needs and offering additional help.
  • Walk customers through a series of actions to resolve a problem.
• Analytical and Problem Solving
  • Systematically investigating problems to determine their root causes, developing practical solutions, and implementing corrective actions to prevent recurrence.
  • Demonstrating strong analytical skills to break down complex problems into manageable components, identifying patterns, and understanding underlying issues.
  • Investigate and/or recreate issues in a reproducible manner, document issues in detail and steps taken to reproduce them
• Attention to detail
  • Accurately diagnosing and resolving technical issues requires thoroughness and precision, along with a commitment to providing exceptional, carrier-grade support. Enjoy using scientific methods to troubleshoot problems.
• Organization and Planning
  • Self-disciplined with the ability to manage multiple cases, effectively prioritize tasks, manage timelines, and escalate issues when necessary.
  • Move between projects and items seamlessly
• Continuous Learning:
  • Eager to learn and grow with the team, taking on increasingly challenging problems related to products, networks, and technology.
  • Learning about WISI's products through hands-on training.

Required Skills:

Please refer to the 'Key Competencies' section for a detailed list of the skills and attributes we are looking for in a candidate. Additionally, the following skills are essential for this role:

• Educational Background: Technical degree or diploma, or equivalent experience. Telecommunications degrees are favorable.
• Team Experience: Experience in team-based solution efforts.
• Technical Knowledge: Knowledge of MPEG-2, MPEG-4 AVC, H.264 and HEVC Codecs, video transcoding and encoding, MPEG-2 Transport Stream, video streaming, ABR, HLS, MPEG-DASH, HFC Cable Plants, RF and Optical Networks.
• Practical Skills: Working knowledge of IP video, Cable TV, CMTS, cable modem, DSLAM, DSL, or FTTH, DOCSIS, R-PHY nodes, PON networks.
• Professional Experience: 3-5 years in a product or technical support role, potentially in various support roles in IT.
• Technical Proficiency: Proficiency with TCP/IP network environments and Linux CLI.
• Windows and Office Proficiency:Familiarity with Windows 10 Desktop and MS Office.

Bonus Skills:

• Engineering Experience: Experience as a headend/ data center engineer
• Certifications: SCTE member/certification in digital video engineering
• Networking Skills: Proficiency with L2/L3 switching and routing, IGMP, UDP Multicast, Debian, and bash shell scripting.
• Broadband Knowledge: Broadband Aggregation Switch knowledge/experience.
• Technical Integration: API Integration.
• Industry Experience: Experience with Tier 1/2 cable, telco, or ISP firms.

Whats in it for you:

• A chance to work on cutting edge technology in a quality-demanding industry.
• Learning is one of our core values so there are many opportunities for career development through lunch & learns, training, courses, coaching etc.
• We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family.
• Additional health and wellness support through a health & wellness spending account to put your dollars where you need it most.
• RRSP matching program - we invest in your future.
• Flexible work environment
• Birthday Day off - after all this is YOUR day.
• Paid Volunteer Hours.
• Be a part of a team of incredibly talented, driven, fun and supportive teammates.
• Contribute to WISIs award-winning Culture. Were a Certified Great Place To Work for the 7th consecutive year and on the 2025 list of Best Workplaces in Canada.
• There's more and we will tell you when we meet you!

Must be eligible to work in Canada

We are an equal opportunity employer and a very diverse company! We do not discriminate on the basis of race, color, religion, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, age, language or disability status.