Support Specialist

**Support Specialist at Apkudo - Where Innovation Meets Fun**
**_Location: Mississauga, ON - 100% Onsite_**

**About Us**:
At **Apkudo**, we make sense of the chaos in the connected device world. From device testing and hardware reliability to automating supply chains and delivering deep analytics, we help companies work smarter, faster, and with a whole lot more clarity.
We're big on bold ideas, creative problem-solving, and surrounding ourselves with smart, curious people who aren't afraid to shake things up.

**The Role**

We're on the hunt for a **Support Specialist** who's ready to dive in and make waves. You'll help us tackle real-world challenges, bring fresh ideas to the table, and be a key part of our growing team.

In this role, you will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will help lead the triage process and work with support from local and remote teams to implement solutions. You will develop a full understanding of these unique systems and help our customers advance their processes, productivity, and profitability.

**What You'll Do**:

- Work onsite at our Mississauga, ON location and support the customer(s) directly to implement and enhance our automated, robotic device testing and triage of cellphone and connected device systems.
- We are a growing tech startup looking for individuals who are flexible with shift schedules. My support other shifts and other nearby locations as business conditions dictate.
- Possible staggered shift and respond to after-hours emergencies on occasion.
- Familiarity with automated systems, especially controls, valves, mechanical and electrical fields.
- Understanding of closed-loop controls, field sensors scaling, AND/OR functions typically performed by industrial controllers.
- Perform point-to-point checkouts between field devices and controllers.
- Perform basic support concepts such as ticketing systems, root cause analysis, and task prioritization.
- Ability to communicate effectively when escalating to the next tier or level. Comfortable with virtual communication, such as chat or support tickets.
- Knowledge of safe working practices around moving and electrical equipment
- Respond and resolve issues to minimize downtime of the test systems, ensuring operations run smoothly.
- Perform preemptive and corrective maintenance, as well as cycle counts for inventory.
- Provide detailed descriptions of the state of the system and provide insight as to the cause of any issues.
- Capture supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams.
- Perform regular testing based on a strict set of instructions throughout the lifecycle of systems.
- Work with teammates and our Engineering team to streamline existing support material, including but not limited to training guides, FAQs, and troubleshooting.
- Build and enhance customer relationships.
- Support onboarding of new and existing operators as new features and functionality are added.
- Perform other related customer support duties as required.

**Physical Requirements**:

- Regularly walk, move parts between sites, use hands and fingers, handle or feel, and reach with hands and arms.
- Stoop, kneel, crouch, and or crawl for extended periods.
- On occasion, lift and/or move up to 50 pounds.

Every day is different—and we think that's the best part. And yes, we actually have fun doing it.

**What We're Looking For**:
We're not into laundry lists of “must-haves.” But if you check off a few of these, let's talk:
**Customer Support Experience**:

- 1-5 years of progressive mobile device customer support experience.
- 1+ years of Android or iOS Mobile device testing and customer support experience.

**Technical Experience**:

- 1-5 years of experience in Electro-mechanical, Hardware, Industrial control systems, controllers, and programming.
- Proficient in troubleshooting industrial controls, including analog, discrete, and networked input/output field signals, vision systems, and scanners.

**Technical Skills**:

- Knowledge of Command Line Interface (CLI) such as Linux, Unix, and/or Bash/Shell.
- Experience with programming languages such as Python is a plus.
- Proficiency with data handling in Google Docs, Sheets, and Slides.

**Personal Attributes**:

- The desire to learn new technologies and work methods.
- The ability to work both independently and within a cross-functional group environment.
- Intrinsic motivation, positive energy, and a proactive and results-oriented outlook.
- Organized and detail-oriented with the ability to meet deadlines while overseeing multiple short-term activities.
- Excellent technical troubleshooting and problem-solving skills.
- Excellent written and verbal communication skills.
- Available to work extended shift schedule on short notice.
- You're a team player
- You love to learn
- You're not