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Technical Support Engineer

2 weeks ago

Oakville, Ontario, Canada Mor-innovative HR Full time

About ATG Pharma Inc.

ATG Pharma Inc. is a North American manufacturer of innovative bench-top filling and packaging automation equipment. Based in Oakville, Ontario, ATG designs and builds flexible, high-quality machinery that helps manufacturers scale production efficiently without the complexity of large fully automated systems.

We're a growing, hands-on team known for engineering excellence, practical innovation, and strong customer partnerships, supporting clients across North America with equipment, training, and technical expertise.

Position Summary

We are seeking a highly skilled and customer-focused Technical Support Engineer to join our Operations team. This role is responsible for delivering exceptional technical support to customers both remotely and on-site, ensuring ATG equipment operates reliably and performs at its best.

The ideal candidate is hands-on, technically strong, and comfortable working directly with customers. This role blends troubleshooting, training, documentation, and collaboration with internal teams including Sales, Production, Logistics, and Finance. Regular travel across North America is required to support installations, training, and technical service.

Detailed Responsibilities

Technical Support & Customer Service:

  • Provide technical support to customers using ATG equipment, including diagnosing issues and implementing effective solutions
  • Communicate clearly and professionally with customers to resolve technical concerns and ensure satisfaction
  • Maintain detailed records of customer interactions, issues identified, and resolutions completed
  • Proactively identify potential issues and work to resolve them before they escalate

Installation, Training & Field Support:

  • Walk customers through first-time equipment installation and operation
  • Travel to customer sites across North America for equipment installation, training, and on-site support
  • Develop training materials including manuals, videos, and troubleshooting guides to support customer success

Documentation & Process Improvement:

  • Create and maintain technical documentation, internal processes, and procedures
  • Contribute to continuous improvement of technical support workflows and service delivery

Sales & Cross-Functional Collaboration:

  • Recommend equipment upgrades where existing systems cannot support future customer needs
  • Partner with Sales to support quoting opportunities and customer expansion
  • Work closely with internal Sales to ensure parts orders are followed through accurately and efficiently

Quality Control & Technical Design Support:

  • Assist with quality control inspections by interpreting CAD drawings
  • Support basic design interpretation and technical input as required

Qualifications

Education:
Technical diploma or degree from an accredited college or university (Engineering, Technology, or related field)

Experience:
Minimum 1+ years of experience in a technical support, service, or engineering-related role

Technical Skills & Knowledge:

  • Working knowledge of CAD design software (Inventor and/or Fusion 360 preferred)
  • Strong mechanical, electrical, and pneumatic aptitude
  • Proven troubleshooting and analytical problem-solving skills
  • Ability to interpret CAD drawings
  • Proficiency with Microsoft Office (Outlook, Teams, Excel, Word, PowerPoint)
  • Strong attention to detail and documentation skills
  • Professional & Communication Skills
  • Excellent written, verbal, and phone communication skills
  • Confident, energetic, and self-motivated team player
  • Comfortable working with customers at all levels, from shop-floor teams to senior
  • leadership
  • Strong customer service mindset with a solutions-oriented approach

Our Perks:

We're a fast-growing, entrepreneurial team building something meaningful, and we're

looking for people who want to grow with us.

  • Competitive compensation
  • Comprehensive health benefits
  • Real opportunity to make an impact in a young, evolving organization
  • Hands-on role with exposure across engineering, operations, sales, and customers
  • Direct access to leadership and the ability to influence decisions and processes
  • A dynamic environment where improvement, innovation, and initiative are
  • encouraged
  • Career growth tied to company growth, your role evolves as we scale
  • Variety, challenge, and ownership, no siloed work or rigid hierarchy

Equal Opportunity Employment:

ATG Pharma Inc. is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We encourage applicants from all backgrounds, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other characteristic protected by law.

If you require accommodations during the application process, please contact - , and we will work with you to meet your needs.