Technical Support Specialist

2 weeks ago

Ottawa, Ontario, Canada Teldio Full time $60,000 - $80,000 per year

Technical Support Specialist

Teldio is seeking a technically skilled, customer-focused team member to join our Support team. You'll play a key role in helping customers deploy, configure, and maintain Teldio's software and hardware solutions that integrate two-way radios, video management systems (VMS), access control, and other physical security infrastructure.

This is not a call-center role - you'll be hands-on with real-world systems, working closely with partners and customers to diagnose complex issues, provide expert guidance, and ensure smooth deployments and reliable performance. You will be working both independently and as part of a team to create a great experience for our customers.

If you thrive on solving problems, enjoy diving into diverse technologies, and take pride in helping customers succeed, this could be a great fit.

What You Will Be Doing

Customer Support & Troubleshooting

  • Guide partners, customers, and internal teams through technical software installs, upgrades, and issue resolution.
  • Use diagnostic tools and your technical intuition to troubleshoot issues involving radios, VMS, access control, networks, and I/O systems.
  • Reproduce, document, and resolve technical issues efficiently while maintaining strong communication with stakeholders.
  • Maintain detailed records of support interactions using company tools to ensure visibility and continuity across the team.
  • Write and maintain knowledge base articles and support documentation to reduce future escalations.
  • Collaborate with Engineering to escalate and track product bugs or feature requests as needed.

Cross-Functional Collaboration

  • Support internal teams (Sales, Operations, QA) by providing technical insight and field feedback.
  • Help optimize deployment and support processes for efficiency and customer satisfaction.
  • Contribute to team initiatives that improve response times, product quality, and customer experience.

What We're Looking For

Required Traits and Skills

  • Strong ownership mindset — you see problems through to resolution.
  • Excellent troubleshooting and diagnostic skills across networking (LAN/WLAN, TCP/IP), I/O, serial comms, and systems integration.
  • High comfort level with Linux environments and command-line tools.
  • Clear and professional communicator — able to adapt explanations for both technical and non-technical audiences.
  • Self-motivated and organized, with the ability to manage multiple priorities effectively.

Preferred Experience

  • 2+ years in technical support or systems integration environments.
  • Experience with physical security systems such as VMS, access control, or two-way radio networks is a strong asset.
  • Familiarity with writing or maintaining technical documentation.
  • Bonus: any experience with scripting (Bash, Python) or API integrations.

Role Logistics

Primarily an on-site position in Ottawa, with hybrid flexibility as experience and independence grow.

Occasional travel may be required for customer deployments or training.

Perks and Benefits

  • Comprehensive medical coverage
  • Flexible work hours and PTO (vacation and sick days)
  • A collaborative, tight-knit team solving meaningful technical problems
  • Opportunities to work with innovative technologies across physical security, communications, and IoT

Principals only - no agencies or recruiters.

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