Visualization Technical Support Specialist

Overview

About CoLab. At CoLab, we aim to help mechanical engineering teams bring life-changing products to market years sooner. CoLab is a cloud-based platform for engineering design review. We make it easy for subject matter experts (SMEs) across your business to access, evaluate, and comment on 2D drawings and 3D models. Our built-in AI peer checker, AutoReview, scans designs for common errors or non-compliance with your standards and guidelines, creating markups and comments in context—just like a human checker. With CoLab, human SMEs and AI work together to help you make better decisions and improve designs faster. We automatically capture knowledge from across your global business that would otherwise be buried in emails, spreadsheets, slide decks, and unknown locations in SharePoint or PLM. We ensure every lesson learned and every design guideline is applied exactly when it matters.

Companies like Johnson Controls, Komatsu, Schaeffler, and Polaris have launched products 40% faster, cut BOM costs by 50%, and reduced quality escapes by 15% in 1 year.

About the Role

CoLab is hiring a Visualization Technical Support Specialist to take ownership of our most common and most complex category of customer support : 3D viewing. In this role, you'll lead initial investigation and resolution of customer-reported issues related to our visualization stack—triaging and solving support cases where possible, and escalating to our internal viewing team or 3rd party software integrator when needed. This is first and foremost a support role. You'll be the point of contact on customer-facing technical issues, but we're looking for someone who's also interested in the development side—able to run a local dev environment, comfortable debugging SDK-level issues, and potentially contributing bug fixes over time. Most of our incoming tickets are related to our Viewer function. Today, our dev team gets pulled in too early and too often. You'll help us fix that—owning the triage process, reducing unnecessary escalations, and ensuring customer issues are handled with clarity, accountability, and speed.

Our Ideal Candidate

You're the kind of person who can read between the lines of a support ticket and understand what's really going on. You're not afraid to dive into technical tools, run your own local environment and deal with nebulous problem sets. You're also a clear, thoughtful communicator—able to manage external relationships, handle customer calls when needed, and document issues with precision. You'll thrive in this role if you're comfortable working in the messy middle between support, development, and vendor technology. This role requires someone who enjoys solving complex problems—even when root causes aren’t obvious. If you have an engineering mindset this could be the right role for you.

What You'll Do

• Own the initial investigation and resolution of CAD / HOOPS / 3D viewing-related customer support issues.
• Determine when and how to escalate issues to CoLab's Viewing team or our 3rd party vendor—reducing unnecessary escalations through deeper front-line troubleshooting.
• Manage the full communication flow with external vendors, including vendor escalations and tracking follow-ups to resolution.
• Run and manage a full local development environment to replicate and diagnose issues.
• Prepare internal documentation, summaries, and root cause reports that clearly identify what happened, why, and what needs to change.
• Provide general technical support coverage during vacations or absences on the broader support team.
• Occasionally meet directly with customers (virtually) to review or troubleshoot viewing issues.

Qualifications

Must-Have Experience

Nice-to-Have Experience

Extra Details

Compensation : This is a full-time, permanent role with a competitive salary and stock options package.

Benefits : Extended health coverage, unlimited paid vacation, and RRSP matching.

Location : Remote in Canada

Equity Note

Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic and apply even if you don't meet every single qualification—your potential is what matters most to us.

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