Support Specialist

Support Specialist – NEXIA (Digital Transformation Group)

Location: Cambridge, Canada

Type: Full-Time

Who We Are:

Since 1992, Powerhouse Controls has been on a mission to be recognized as a world-class, single-source drive and automation systems integration supplier.

We bring exceptional technical and engineering experience to the table, but what really sets us apart is an unsurpassed level of passion and commitment. We listen, question, collaborate, analyze and assess until we’re completely convinced that our recommendation is the best solution possible.

Powerhouse Controls is on the hunt for individuals who embody the spirit of innovation, collaboration, and integrity. We're not just seeking employees; we're searching for trailblazers who share our passion for shaping the future of control systems and automation. If you're fueled by the fire of creativity, if you're driven by a desire to collaborate with a diverse community of experts, and if your commitment to ethical excellence is unwavering, then you're exactly who we're looking for.

Position Overview:

The Support Specialist – NEXIA is responsible for the day-to-day delivery of customer support, maintenance, and software update services across all active NEXIA deployments. NEXIA is a Powerhouse Controls Intralogistics orchestration software to help integrate automation into industrial facilities.

This role ensures uptime, responsiveness, and client satisfaction by executing Powerhouse Controls’ service agreements, including the NEXIA Support, Maintenance, & Software Update Service Contract and its associated End-User License Agreements.

The Support Specialist acts as the first line of operational contact for client issues, delivering exceptional technical support while maintaining compliance with contractual service levels, documentation standards, and cybersecurity expectations.

This role operates within the Implementation Team, enabling customer success post-deployment and ensuring smooth transitions between project, service, and renewal stages.

Why Join Us?

- Health/Dental Benefits
- Increased Vacation
- Profit Sharing
- Birthdays off with pay
- Flexible work hours
- Fitness incentive
- Career development
- Social and Team building events
- Charitable donation matching
- RRSP/401K Matching
- AAA/CAA Basic membership coverage

What You’ll Do:

Support Delivery & Case Management

- Manage and resolve customer support requests submitted through the official support channels in accordance with defined SLAs.
- Classify, prioritize, and elevate issues by severity level (L1–L4) based on the NEXIA Support Contract.
- Execute remote troubleshooting, diagnostics, and configuration restoration using approved methods and secure data links.
- Document all support activity accurately and maintain traceability in the NEXIA support system.

System Maintenance & Health

- Perform proactive system health checks, configuration reviews, and offsite backups as defined by the client’s support package.
- Identify recurring or systemic issues and coordinate with Platform and Product teams to resolve root causes.
- Verify that clients maintain valid network, security, and software environments required for remote service delivery.

Software Update & Release Support

- Support installation, verification, and post-deployment validation of new NEXIA releases, patches, and updates.
- Review release notes and migration instructions to ensure compatibility and readiness before deployment.
- Track version control across all supported systems to maintain compliance with support eligibility (current + two prior versions).

Customer Communication

- Communicate clearly and proactively with clients regarding issue status, resolution progress, and next steps.
- Ensure customers understand the scope of their support contract and what constitutes out-of-scope work.
- Uphold Powerhouse Controls’ brand and empathy-first service approach in all interactions.

Operational Excellence

- Ensure compliance with all obligations outlined in the NEXIA EULA, including data protection, confidentiality, and cybersecurity standards.
- Support documentation and content contributions for the NEXIA Online Knowledge Center.
- Assist the Implementation Manager in identifying opportunities for service improvement, training needs, and renewal readiness.

Note: The key accountabilities are not an exhaustive list and other duties may be assigned as needed.

What You Bring:

Must-Have

- 2–5 years of experience in technical support, controls, or industrial automation systems.
- Hands‑on experience with SCADA, networking, or OT/IT system troubleshooting.
- Familiarity with OPC‑UA, MQTT, REST APIs, and data integration methods.
- Working knowledge of SQL and relational databases, including writing and troubleshooting queries to support system diagnostics and reporting.
- Strong understanding of system configuration, diagnostics, and version management.
- Excellent written and verbal communication skills.
- Ability to manage multiple issues concurrently and maintain SLA discipline.

Nice-to-Have

- Experience with AVEVA, WinCC, FT Optix, Ignition, or similar industrial software platforms.
- Knowledge of AMR/AGV systems or traffic control interoperability.
- Exposure to scripting (C#, Python, JavaScript) for data handling or automation.
- Familiarity with software licensing, EULA compliance, and SaaS service models.

Opportunity Awaits

If you’re ready for Empowering industry through practical innovation and take on a pivotal role in a company that’s redefining industrial automation, we want to hear from you. Together, we can build a future were innovation and excellence drive success. Apply Today

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Accessibility Statement

Powerhouse Controls is committed to providing a barrier‑free interview process and accommodating applicants’ needs in accordance with Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the process, please contact our recruitment team.

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