Sr Technical Support Representative

Role overview Provide technical support to customers using a connected public-safety platform, helping resolve issues across software, cameras, and networked systems. The role handles incoming questions through phone and email, coordinates with implementation colleagues, and documents support work. It is remote within Canada.

Responsibilities - Learn the platform’s applications, APIs, and evolving capabilities. - Troubleshoot customer issues involving video management systems, IP cameras, and Linux networking tools; escalate cases as needed. - Respond to support requests by phone and email and record work in a customer support system. - Help implementation colleagues configure location and geospatial information. - Build technical skills through role-related training and certifications.

Requirements - At least one year of experience in information systems or networking. - Strong understanding of enterprise networking equipment, configuration, and data flows, including routers, firewalls, and tunnels. - Systematic analytical and problem-solving skills. - Ability to pass required criminal justice information and RCMP clearances, and to handle sensitive information confidentially. - Technical college education completed or in progress is requested; networking, security, or Linux certifications are relevant.

Nice to have - Experience with security camera systems, video management software, DVRs, or NVRs. - Certifications such as Network+, Security+, or Linux+.

Benefits and work setup - Remote work from Canada. - Listed benefits include health, dental, and vision coverage, retirement matching, paid parental leave, discretionary time off, wellness support, fitness programs, and learning opportunities. Availability may vary by location and employment type.