Role: Technical Support & User Enablement

Location: Waterloo, ON Mode: Contract

Roles & Responsibilities

Provide support to resolve hardware, software, and network issues. Experience with command line tools.

Diagnose and troubleshoot OS, firmware, application, and driver-level problems.

Perform root cause analysis (RCA) and bug triage for reported issues.

Maintain system performance by applying patches, updates, and fixes.

Assist users with the device setup, software configuration, and troubleshooting.

Develop and maintain FAQs, troubleshooting guides, and user manuals for self-service.

Conduct training sessions and provide demo support to enhance end-user technical proficiency.

Perform pre-release testing of new features, firmware updates, and application releases.

Develop and maintain automation scripts for repetitive support tasks.

Create and maintain technical documentation, including SOPs, troubleshooting guides, and playbooks following these with high level of accuracy.

Work closely with engineering, product, and operations teams to address critical issues.

Comfortable handling new prototypes and following written instructions to understand how to charge the device, power on the device, flash software onto the device either via a web interface or via a command line with well documented.

Skills Required

Bachelor's degree in Computer Science, Information Technology, or a related field.

3+ years of experience in technical support, IT support, or user enablement.

Strong knowledge of Windows, Linux, and macOS troubleshooting.

Experience with hardware diagnostics, firmware updates, and peripheral integrations.

Proficiency in scripting languages (Python, Bash, PowerShell, etc.) for automation.

Experience with ticketing systems (JIRA, ServiceNow, Buganizer, etc.).

Strong understanding of networking concepts (TCP/IP, VPN, DNS, Wi-Fi troubleshooting, etc.).

Effective communication and interpersonal skills. Strong verbal and written communication for user support and documentation.

Proficiency in Google Sheets, Docs and other relevant software tools.