Technical Support Engineer

Technical Support Engineer Company Information JDRF Electromag Engineering Inc. is a research-intensive product development company located in Port Credit, Mississauga, Ontario. Our mission is to reduce global GHG emissions by creating affordable Smart Lighting for commercial buildings. We have developed a breakthrough technology that will transform the commercial smart lighting industry and have a measurable impact on global GHG emissions. As a member of our team, you will join what we believe is the most exciting clean-tech story in Canada. You will also have the opportunity to be part of a close-knit and innovative team that works with cutting-edge technology, including machine learning, edge computing, and data fusion. General Description We are seeking a skilled and proactive Technical Support Engineer specializing in mesh and wireless networking. You will be responsible for delivering high-quality technical support to our clients. This is a hands-on role that involves diagnosing and resolving complex networking issues, configuring and deploying mesh networks, and ensuring optimal wireless performance for our customers. You will work closely with our engineering and support teams to provide exceptional service and ensure that our networking products meet client expectations. Key Responsibilities   Provide technical support for mesh and wireless networking solutions, assisting clients with installation, configuration, and troubleshooting. Diagnose and resolve complex issues involving lighting controls, sensors, gateways, and IoT integrations. Assist customers with setting up and configuring wireless routers, access points, and mesh network systems. Perform network testing and optimization to ensure optimal performance and security of wireless environments. Work directly with clients to understand their technical concerns and provide effective solutions. Collaborate with cross-functional teams (engineering, product management, etc.) to provide feedback and ensure customer issues are addressed effectively. Document troubleshooting steps, solutions, and best practices in knowledge management systems. Train customers on the use of mesh and wireless networking products and ensure they understand how to maximize the efficiency of their networks. Stay up-to-date with industry trends, standards, and emerging technologies in wireless and mesh networking. Support pre-sales activities by providing technical advice and guidance on networking solutions. Ensure all deployed systems meet or exceed relevant building efficiency standards, including ASHRAE 90.1, IECC, Title 24, and other regional building code regulations. we will provide on the job training related to the building code (ASHRAE, title 24). Provide feedback to product teams on recurring client issues to drive product enhancements. Monitor support metrics and client feedback to identify areas for improvement in service delivery. Create and maintain technical documentation, including FAQs, troubleshooting guides, and training materials. Develop and refine workflows to improve response times and resolution rates. Qualifications Education and Experience Bachelor’s degree in electrical engineering, Computer Science, or a related field (or equivalent experience). 3+ years of experience in technical support or a similar role, with focus on mesh and wireless networking technologies. Technical Skills Strong understanding of smart lighting systems, IoT devices, and associated technologies (e.g., Zigbee, Z-Wave, Bluetooth, Wi-Fi). Strong hands-on experience with configuring and troubleshooting mesh networks, wireless routers, access points, and wireless controllers. Familiarity with networking principles, including IP addressing, routers, and switches. Proficiency in diagnostic tools and software for system monitoring and issue resolution. Strong scripting and programming skills. Knowledge of networking concepts and protocols. Experience with network diagnostic tools, such as Wireshark, NetFlow, and network analyzers. Familiarity with cloud-based network management platforms (e.g., Meraki, Ubiquiti UniFi, Ruckus, etc.). Strong troubleshooting skills and the ability to resolve complex network issues in a timely manner. Soft Skills Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical audiences. Strong organizational skills and the ability to manage multiple projects and priorities simultaneously. Proven problem-solving abilities and a results-oriented mindset. Travel Requirement This role requires up to 20% travel within Canada and the U.S. to provide on-site support and collaborate with clients and teams on project deployments. Preferred Qualifications : Experience with commercial or industrial smart lighting installations. Certifications related to IoT, networking, or lighting (e.g., LC, CSM, CCNA). Knowledge of energy management and sustainable lighting practices. What We Offer Hands-on experience in a fast-paced, innovative environment Mentorship and training from industry professionals Exciting, innovative, fast paced, and growing environment prime for continuous development. Competitive base pay and benefits package. RRSP Matching Contributions Plan. We value diversity and inclusion and encourage applications from all qualified candidates. We will accommodate applicant’s needs throughout the recruitment process. Please reach out to us at [email protected] if you have accommodation needs   Powered by JazzHR