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Technical Support

2 weeks ago

Ottawa, Canada RBR Ltd. Full time

**About RBR**:
At RBR, we’ve been making waves in oceanography since 1973, designing cutting-edge instruments to measure our blue planet. Built to withstand some of the harshest environments on Earth, our instruments are deployed from the ocean’s deepest trenches to the polar ice caps, capturing essential data on water temperature, salinity, pH, and more. This data empowers researchers in the global fight against climate change, and our technology supports groundbreaking science with partners like Fisheries and Oceans Canada, Woods Hole, the Scripps Institution, and the British Antarctic Survey.

**About the role**:
As part of the Technical Support team, you’ll help scientists and engineers worldwide, by resolving technical inquiries and troubleshooting oceanographic instruments. We’re looking for a proactive communicator with a knack for problem-solving and a curiosity for measurement science. This role would be great for a recent graduate or early-career professional, that loves collaborating with R&D, Production, and Sales to best support customers, analyze data, and coordinate instrument servicing.

**What you'll do**:

- Efficiently coordinate Return Merchandise Authorizations (RMAs) for repairs or calibrations, including quoting and communicating service plans and timelines
- Collaborate across teams to troubleshoot instruments, investigate technical issues, and prepare detailed failure reports in partnership with the R&D, Production, and Service teams
- Build a deep knowledge of all RBR products to deliver timely and effective solutions that support customer research and satisfaction

**What you bring**:

- Bachelor’s degree in Science, Engineering, or Environmental Science
- Experience in a customer support or technical role
- Strong verbal and written communication skills to clearly explain technical concepts
- Experience analyzing, summarizing, and documenting technical issues
- Proactive problem solver committed to customer success and experience
- Ability to analyze environmental data and troubleshoot scientific instruments
- Excellent organizational and time management abilities to handle multiple priorities
- Tech-savvy and eager to learn new systems and tools

**Nice to haves**:

- Experience with Jira, Confluence, Salesforce, or similar tools
- Background in Oceanography or Environmental Science
- Experience writing technical or scientific documentation
- Familiarity with calibrating or repairing scientific instruments

**Current perks at RBR**:
20 days of vacation, plus a company-wide holiday shutdown and paid sick days
- Work from wherever Wednesdays (most roles eligible)

Benefits from day 1 & RRSP contribution matching

Company-wide bonus program

Annual fitness reimbursement program

Greener commuting incentive program (bike-to-work, carpool, or transit passes)

EV reimbursement program + on-site charging stations

Charitable donation matching

Monthly Friday lunches (on us)