You will work across three primary areas: Advanced Technical Support & Customer Escalations Investigate and resolve complex customer, networking and system-integration issues.
Troubleshoot networked products involving LAN/WAN environments, DNS, NAT, firewalls, managed switches and related technologies.
Work with Linux- and Windows-based systems.
Review escalated technical issues and work directly with customers to gather information, diagnose problems and implement solutions.
Support deployment, configuration and troubleshooting of integrated systems.
Travel to customer sites in Canada and the United States when remote troubleshooting is insufficient.
Read and interpret electrical schematics and wiring diagrams when troubleshooting integrated equipment.
Serve as a technical resource for Product Management, Sales and Project Management.
Respond to technical product, compatibility and application questions.
Provide pre- and post-sales technical consultation to customers.
Assist customers with networking, firewall, configuration, installation and product-usage questions.
Help determine how products can be integrated into specific customer environments.
Participate in recent product development, prototyping, validation and testing.
Bring customer and field experience into product-development discussions.
Identify recurring product or support issues and recommend improvements.
Produce or support technical drawings, schematics and system documentation.
Develop troubleshooting guides, installation documentation, user manuals and technical procedures.
Provide technical knowledge transfer and training to internal teams.




The formal MAD role specifically spans advanced customer support, pre/post-sales product questions and R&D; product-development support.
What We’re Looking For Degree in Electrical Engineering, Computer Science or a related technical discipline, or equivalent relevant experience.
Approximately8+ years of experiencein advanced technical, systems, applications or engineering support.
TCP/IP
LAN/WAN
DNS
NAT
Firewalls
Managed switches
Ethernet
Hands-on experience working withLinux and Windowssystems.
Proven ability to diagnose and resolve complex technical and system-integration problems.
Ability to read and understand network topology and system-integration diagrams.
Ability to read and interpretelectrical schematics and wiring diagrams.
Experience working with ticketing and knowledge-management systems such as Jira and Confluence.
Ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
Strong research, analytical and root-cause problem-solving capabilities.
Demonstrated initiative and the ability to take ownership of problems through resolution.
Ability to work effectively across Engineering, Product, Sales, Project Management and customer organizations.
Ability to travel approximately15–20% within Canada and the United States.
Assets Experience supporting network-connected industrial, telecommunications, IoT, automation or other integrated hardware/software products.
Experience working with electrical panels, controls or other embedded/integrated equipment.
Familiarity with CAD or technical diagramming tools.

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📌 Senior Applications Engineer (Ontario)
🏢 Advancedtechsearch
📍 Ontario