Location: Richmond, British Columbia
Our Team:
Semtech’s Router Customer Technical Support & Quality Team is a Global Customer Experience and Quality organization located in Richmond, British Columbia. Our focus is to execute as One Global Team, supporting the deployment, integration & post sales technical experience of an entire portfolio of Cellular Wireless Router and Gateway device solutions into the rapidly growing IoT Wireless Marketplace. Semtech is a leader in delivering ruggedized, wireless router solutions into Mobile, Fixed and Industrial solutions – ranging from Public Safety/First Responder applications to Public Transportation, to Industrial/Utility applications. These products range from simple LTE-A gateway solutions to complex routers utilizing dual 5G cellular modems with dual WiFi 6 4x4 MIMO with out of band LPWA management. Our focus is on delivering best in class performance, useability and manageability of broad deployments with both on-prem and Cloud based services.
Job Summary:
This position requires sufficient technical expertise and excellent communication skills to consistently engage with our customers to solve their technical support needs. You will collaborate within the Technical Support Team, with product development engineers to investigate and resolve hardware and software issues. As the direct interface with customers, you'll provide critical feedback on their experience with our solutions. This role requires the ability to work independently and effectively prioritize complex, technically challenging support cases.
You will also be responsible for maintaining and enhancing our Knowledge Base and AI-powered chatbot (ALTO), ensuring customers have access to accurate self-service resources.
This position requires in-office attendance Monday through Thursday, with the option to work remotely on Fridays. As part of the support team, you will participate in an after-hours on-call rotation and may be required to work on Canadian statutory holidays, which are compensated with additional pay.
Key Responsibilities:
Troubleshoot request via email and phone calls. Help external customers or our sales/field engineering team troubleshoot and resolve technical issues
Analyze logs, perform and analyze network packet captures, and troubleshoot complex technical problems to resolution or identify workarounds
For highly technical issues, collaborate with team-members, field support staff and work with our engineers to isolate problems and implement solutions
Share knowledge of the products and industry best practices by contributing to the Customer Knowledge Base which feeds into our AI chatbot
Help implement our Semtech equipment and services with customers network environment
Testing of our Products (Routers/) and Management Services before General Availability to the public
Minimum Qualifications:
3 - 5 years of technical support experience in telecommunications or IoT, with the focus on supporting customers
Exceptional customer support and communications skills
Sound networking fundamentals expertise: TCP/UDP IP, Port-forwarding, modems/routers/switches configuration Firewalls, troubleshooting VPN and routing issues
Experience troubleshooting issues with the OSI model
Strong knowledge of Linux / Unix experience operating OSS systems
Willing and able to work onsite in Richmond, BC
Technical degree or technical certifications
Desired Qualifications:
CCNA
ITIL knowledge or certification
AWS/Azure cloud platform knowledge
Vehicle telemetry: Knowledge of vehicle CANbus, OBDII, J1708 protocols
Familiarity with scripting languages (Python, Bash) for automation
Experience with container applications and APIs an asset
Experience in designing and implementing networks
Experience working with LLM
Bachelor’s degree in computer science, Information Technology or equivalent Certifications
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
A reasonable estimate of the pay range for this position is CAD $75,000 - $90,000. There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee’s total compensation package.
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