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.

📌 Senior Applications Engineer (Toronto)
🏢 Advancedtechsearch
📍 Toronto