Support Engineer – Remote

Toronto Candidates Only

Position Overview

We are seeking a customer-focused Support Engineer to provide technical support for a suite of software and hardware solutions deployed across a global customer base. This role is responsible for ensuring system stability, responding to incidents, troubleshooting complex technical issues, coordinating with field technicians and vendors, and delivering an exceptional customer experience.

As you develop in the role, you'll become a subject matter expert across multiple products, supporting installations, ongoing operations, and escalated technical issues. You'll collaborate closely with customers, engineering, implementation teams, and external partners while managing multiple priorities in a fast-paced environment.

Key Responsibilities

Technical Support & Incident Management Monitor and respond to system alerts through a ticketing platform. Perform Level 1 and Level 2 troubleshooting, with opportunities to support Level 3 issues as expertise grows. Diagnose and resolve software, hardware, networking, and system performance issues. Escalate complex incidents to appropriate internal or external teams. Meet established service level agreements (SLAs) for response and resolution times. Provide remote support to customer locations, field technicians, and help desk teams.

System Administration & Troubleshooting

Troubleshoot Windows, Linux, and edge computing environments. Resolve hardware issues involving servers, media players, displays, kiosks, and peripheral devices. Perform administrative tasks across content management systems, digital media platforms, kiosks, and CCTV systems. Conduct network diagnostics and troubleshoot connectivity issues. Maintain overall system performance, stability, and uptime.

Device Deployment & Configuration

Assist with provisioning, staging, configuring, and deploying hardware and software. Support operating system builds, firmware updates, and application deployments. Coordinate hardware replacements, warranty returns (RMA), and component swaps. Ensure consistency with hardware and software build standards.

Asset Management

Maintain accurate inventory records for deployed equipment and spare parts. Track hardware throughout its lifecycle, including repairs and replacements. Support inventory audits and equipment allocation.

Documentation & Process Improvement

Document incidents, resolutions, and technical activities within the ticketing system. Create and maintain standard operating procedures, troubleshooting guides, and knowledge base articles. Identify recurring issues and recommend long-term solutions to improve product reliability and operational efficiency.

Deployment & After-Hours Support

Assist with customer implementations and product rollouts. Participate in an on-call rotation supporting critical production incidents outside of normal business hours.

Qualifications

Required Skills

Strong analytical and troubleshooting abilities with excellent attention to detail. Ability to manage multiple priorities in a fast-paced, customer-focused environment. Excellent written and verbal communication skills. Strong collaboration and stakeholder management skills. Solid understanding of IT infrastructure, operating systems, networking, and hardware support. Experience working within IT Service Management (ITSM) environments and understanding of ITIL best practices. Experience supporting Linux-based systems and Google Chrome device management. Knowledge of networking concepts including switching, routing, VPNs, firewalls, and TCP/IP. Understanding of POS systems and supporting technologies. Experience configuring or supporting CCTV and remote monitoring solutions. Familiarity with APIs, JSON, YAML, Ansible, or related automation technologies is a plus. Knowledge of audio/visual equipment and digital media technologies is preferred.

What We're Looking For

Customer-first mindset with a commitment to delivering exceptional support. Self-motivated professional who works well independently in a remote environment. Strong ownership mentality with the ability to drive issues through resolution. Adaptable problem solver who thrives in dynamic technical environments. Team player committed to continuous learning and process improvement.