Technical Support Specialist

Algo is a rapidly growing technology company specializing in the manufacturing and supply of audio and video communication products. Our innovative solutions are designed to make industrial communication safe, simple, and effective. We collaborate with some of the largest technology companies globally to deliver cutting-edge products to our customers.

Algo Communication Products Ltd. is an innovative technology company manufacturing and supplying IP audio and video communication products to our global customers. We work with some of the largest technology companies in the world to make industrial communication safe, simple and effective. We are looking for a talented, energetic individual with a dedication to quality to join our growing team in Burnaby, B.C.

Your role in Technical Support Specialist will include all aspects of customer care, focused on providing pre-sale product & application information. This will require an in-depth technical knowledge of Algo’s VoIP product line as well as the technology, and the communication skills necessary to share this knowledge with both potential new customers, as well as existing customers looking to expand and enhance their systems. Technical support will also be an important aspect of this position, assisting customers in a post-sales role as well with troubleshooting by telephone and email.

As a product expert you will also provide assistance to the Algo sales force with pre-sales solution design and development of documentation including user manuals, application notes, and installation guides.

Core Responsibilities:

Customer Technical Support & Issue Resolution

• Deliver timely technical support via phone, email, and ticketing systems while maintaining a high standard of customer service, responsiveness, and professionalism
• Troubleshoot and resolve customer issues related to firmware, hardware, networking, and third-party integrations
• Diagnose VoIP, IP paging, and analog audio system issues across diverse customer environments
• Own support cases end-to-end, ensuring clear communication, timely follow-ups, and resolution

Technical Troubleshooting

• Analyze logs, network captures, and system configurations to identify root causes
• Reproduce complex issues in lab environments when necessary
• Validate configurations and interoperability with third-party systems
• Escalate issues to engineering with detailed documentation, including steps to reproduce and relevant data

Product Expertise & Customer Guidance

• Act as a technical expert on Algo’s products and integration into customer environments
• Guide customers through installation, configuration, and best practices
• Provide clear, concise technical explanations tailored to varying levels of customer expertise

Collaboration with Engineering & Product Teams

• Work closely with engineering to resolve bugs and validate fixes
• Communicate customer feedback, recurring issues, and feature requests to product management
• Assist in validating fixes or workarounds before customer delivery

Documentation & Knowledge Sharing

• Create, review, and maintain technical documentation, including user manuals, application notes, FAQs, and installation guides
• Contribute to internal knowledge bases and troubleshooting resources

Required Skills Qualifications

• Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education.
• 2+ years of technical support experience
• Strong troubleshooting and problem-solving skills
• Solid understanding of IP networking fundamentals (TCP/IP, DHCP, DNS, VLANs, etc.)
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts to both technical and non-technical audiences
• Proven ability to manage multiple priorities and customer requests in a fast-paced environment
• Strong interpersonal skills with a customer-first mindset
  

Valuable Skills and Experiences:

• Familiarity with VoIP technologies (SIP, RTP, codecs) and IP-based communication systems
• Experience with network troubleshooting and tools such as Wireshark for packet analysis
• Technical writing experience
• Software development and QA experience
• Understanding of hardware and electrical circuits
• Retail or customer service experience
• Commercial/Professional audio background
• Fluency in French or Spanish is an asset
  

An ideal candidate should have a keen interest in solving problems and enjoy working directly with customers. In addition, the candidate should express excellent organizational, administrative, communication, skills. This is a full-time position working from our 4500 Beedie Street Burnaby B.C. facility. We offer a competitive salary commensurate with experience and qualifications along with group medical and dental benefits.

The pay range for this role is: 

60,000 - 70,000 CAD per year (Canadian HQ)