System Operations Support Specialist

About P&P Optica P&P Optica (PPO) is using brand new technology to transform an old industry that affects everyone on the planet: the food industry. We apply a complex and highly sophisticated mix of hardware, software and huge datasets to improve both the safety and quality of the food we eat.
We're a truly diverse team in every sense of the word, and our team is incredibly smart. Our culture is respectful and caring. PPO is a well-funded, scaling company with opportunities for career growth in every part of the organization. 
If you're looking for an opportunity to tackle challenging problems that affect everyone on the planet, PPO is the place for you.
Location This role is currently a remote role, working from home. In the future, the role may become a hybrid role, where you'll work part of the time from home and part-time from PPO's offices in Waterloo Ontario.
The Opportunity As a System Operations Support Specialist at PPO, you are a technically skilled individual with a passion for solving complex problems. P&P Optica is seeking a dedicated System Operations Support Specialist to join our growing support and success team.
In this customer-facing role, you will leverage your expertise in Linux, networking, and programming to provide exceptional support, troubleshoot technical issues, and ensure our customers' success with our innovative software solutions. You will be a trusted advisor for our new and existing customers, resolving customer service issues, and supporting the internal teams and customers as we add features and additional services. You'll also work proactively to prevent support issues, develop reports, dashboards and software to monitor key metrics and customer health.
Along with sales and marketing, you'll be a voice of the customer within PPO, offering insights about how our customers are using our system and where opportunities might be to expand or enhance PPO's product and service offerings. 
If you thrive in a fast-paced environment and are eager to make a positive impact, we encourage you to apply You will be part of a diverse and incredibly smart team that values a respectful and caring culture, and work-life balance. PPO is a well-funded, scaling company with huge opportunities for career growth.
You at PPO You want to work for a fast-paced, growing company. You're incredibly customer-focused, driven by a passion for solving complex technical problems, and adept at building exceptionally trusting relationships. You thrive in a team environment, eager to learn new skills and expand your programming abilities with larger projects. You possess a positive attitude, care deeply about doing things right, and are motivated by making a positive impact through thorough root cause analysis and clear communication, especially when collaborating with external teams. You are naturally inquisitive about new technology and approach challenges with a systematic, detail-oriented mindset.
What You Bring Customer Support & Technical Acumen: 2-3 years in customer support/success, ideally in food industry or industrial equipment manufacturing. Experience with highly technical products and teams; skills in hardware engineering, software development, optics, electrical, or electronics are required.
Analytical & Communication Skills: Excellent analytical, communication, problem-solving, and relationship-building skills. Proven success in resolving customer service issues and collaborating in fast-paced, cross-functional environments.
Linux & Networking:

• Proficiency with Linux command line (grep, journalctl, systemd), filesystem navigation, and system management (installing, upgrading, patching software).
• Comfortable with computer hardware installation (PCIE, SSDs) and BIOS configuration.
• Strong understanding of networking concepts (TCP/IP, NAT, DNS, DHCP, VLAN) and experience with router/switch setup.
• Skilled in using network utilities (ping, traceroute, netstat, ifconfig) for diagnosis.
• Experience configuring remote management (VPNs, SSH, VNC, HTTPS proxies) and collaborating with customer IT on network requirements.

Programming:

• Python: Ability to read, understand, debug, and make basic improvements/bug fixes to Python code. Eager to expand programming skills with larger projects.
• Bash: Comfortable writing bash shell scripts for system automation.

Troubleshooting: Strong troubleshooting skills with a passion for root cause analysis. Able to parse and interpret application/system logs to trace events and identify errors.
Nice to Have: Intermediate Python, familiarity with PLCs, Git (inspecting history, comparing versions, checking out branches), issue-tracking systems (JIRA), technical writing, database queries, AWS services, web application development.
Personal Qualities:

• Entrepreneurial mindset; passionate about helping to build businesses 
• Highly focused and driven to succeed 
• Exceptional communicator - both written and verbal
• Excellent and empathetic listener, able to stay calm under pressure 
• Self-aware and committed to personal development
• Excellent time management and organizational skills 
• Naturally inquisitive about new technology and how it works
• Well organized and detail oriented 
• Systematic approach to managing work and solving problems 
• Optimistic and enthusiastic, approaches projects and challenges with a "can do" style
• Available to be on-call as needed including evenings and weekends
• Ability to travel internationally if required

Life at PPO Open Culture: Our culture is built on openness and trust. We thrive together as a diverse team, celebrating what connects us and learning from what makes each of us unique.
Supportive Environment:  We value collaboration and care, from celebrating birthdays and milestones to challenging one another to grow personally and professionally. Trust, honesty, and teamwork are at the heart of how we deliver value.
Work-life Balance: We move with urgency when it matters most, but we also know that life outside of work matters too. We make sure you have the time and flexibility you need with flex days and vacation time that help you recharge and show up as your best self.
Health Benefits: We care deeply about the well-being of our team. PPO offers competitive health, dental, and vision benefits for you and your dependents, supporting every stage of life.
Hybrid Work Model: Depending on your role, you might work from home, our office or a mix of both. 
Ongoing Learning: Curiosity is one of our superpowers. Learning is woven into everything we do, from hands-on collaboration to formal training and education. We lead with curiosity and imagine without limits, encouraging every team member to keep growing.
How to Apply If you think this job is a good fit for you but your skills and experience don't appear to match up to what we've listed, please apply You can tell us in your cover letter why you think you'll be a great candidate. We review every application carefully and look forward to hearing from you. 
P&P Optica is committed to supporting a culture of diversity across our organization. Our hiring practices align with human rights laws, guaranteeing every person equal treatment in regard to employment and opportunity for employment, regardless of race, colour, creed/religion, sex, sexual orientation, or marital status. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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