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Technical Support Specialist

4 weeks ago

Richmond, Canada ExcelSense Technologies Corp. Full time

ExcelSense Technologies Corp. is a global leader in the design and manufacturing of maintenance-free self-cleaning cameras and laser platforms for autonomous equipment and remote monitoring in harsh industrial environments.As we continue accelerating our growth into 2026 and beyond—with new product releases and increasing adoption across mining, oil & gas, and autonomous vehicle sectors—we are expanding our technical support team.We are seeking a highly technical, hands-on, first-principles thinker to join us as a Technical Support Specialist. This role is ideal for someone who enjoys root-cause analysis, solving complex hardware issues, and who wants a future path toward a Technical Support Lead position.You will become an expert in diagnosing camera, power, and networking issues in demanding industrial environments. To succeed in this position, you must be adept at troubleshooting, digging into system behaviour, and providing clear, confident guidance to customers.ExcelSense strives to achieve a comfortable, safe, and positive work environment for all of its employees. A successful member of the ExcelSense team will have a great team attitude, with an emphasis on maintaining positive and respectful relationships with all of their colleagues.Key ResponsibilitiesAct as the first point of contact for incoming technical support requests via email and phonePerform deep technical troubleshooting of camera systems—including issues related to power and voltage irregularities; network bandwidth, latency, and video lag; and intermittent video feed behaviour due to vibration, EMI, etc.Conduct structured first-principles diagnostics, identifying likely root causes and creating clear action pathsExecute hands-on testing on hardware units, following (and helping improve) internal troubleshooting proceduresPrepare detailed, professional technical reports summarizing root-cause analysis, test results, and recommended corrective actionsCollaborate closely with engineering and operations teams to ensure rapid, accurate resolution of customer issuesDevelop and refine support tools, including troubleshooting guides, knowledge-base content, and diagnostic checklistsProvide technical training to customers and partners (remotely or in-person)Travel occasionally for on-site support travel, required for certain customer deploymentsLeadership growth: Opportunity to contribute to support process design, mentor junior team members, and progressively take on responsibilities aligned with a future Technical Support Lead roleRequired SkillsBachelor's degree (preferred) or Technical Diploma related to mechatronics, electronic, or related disciplinesMinimum 2 years of experience in technical support, field service, electronics troubleshooting, or a related roleStrong troubleshooting capability—ability to break down problems, isolate variables, and reason from first principlesProven ability to diagnose hardware issues, ideally including IP cameras or similar embedded devicesSolid grasp of typical network/hardware architectures, PoE, switches/injectors, bandwidth considerations, and streaming video fundamentalsFamiliarity with basic electrical concepts (voltage, grounding, power supply behaviour)Excellent communication skills with the ability to translate technical findings into clear customer guidanceStrong technical writing skills for customer reports and internal documentationHighly organized, responsive, and comfortable working with a fast-moving teamAdditional SkillsExperience in mining, heavy equipment, automation, or industrial environmentsExperience with command-line tools and basic scriptingAbility to speak multiple languagesBasic programming knowledgeCompensation & BenefitsSalary range: $55,000–$75,000 CADHealth and dental coverageOpportunities for growth toward a Technical Support Lead role