Applications Support Representative

Hexagon Autonomous Solutions; Calgary; On-site; CAD 55,000 - 75,000; Full time

Job summary

Hexagon Autonomous Solutions in Calgary, AB is seeking an Applications Support Representative to join a 24/7 frontline support team. You will provide system, product, and application support to customers worldwide while delivering an exceptional experience.

The role requires a technical degree and strong English communication, with a 4-on/4-off shift pattern including nights and weekends. Join a global leader in digital reality and GNSS technology.

Qualifications

• Technical diploma or degree in Geomatics Engineering, Electrical Engineering, or a related technology discipline.
• Experience working directly with customers, preferably in a support or service delivery environment.
• Excellent verbal and written English communication skills.
• Ability to work 12-hour shifts on a 4-day-on, 4-day-off rotation, including overnight shifts, evenings, weekends and holidays

Responsibilities

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers

Skills

Customer service

English communication

Problem solving

Multitasking

Team collaboration

Education

Geomatics or Electrical Engineering degree

Tools

Salesforce

Job description

Overview

Hexagon’s Autonomous Solutions division is looking for an Applications Support Representative to join our team in Calgary, AB. Reporting to the Team Lead, North America Customer Support, this role will be an integral part of a 24/7 frontline support team, providing technical and application support to customers worldwide while helping deliver an exceptional customer experience.

The Location:

This position is based in Calgary, AB.

The Company:

Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications. Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous, ensuring a scalable, sustainable future.

Responsibilities

As Applications Support Representative you will be responsible for these activities:

• Answer incoming calls and emails from customers worldwide seeking system, product, and application support.
• Complete case logging activities within the customer case management system.
• Review, prioritize, and manage support cases in accordance with established service level agreements while setting customer expectations.
• Resolve customer inquiries and requests with known solutions.
• Triage and assign incoming cases using a foundational understanding of highly technical GNSS products.
• Escalate support cases to second-tier support teams when required.
• Issue service notifications and communicate critical updates.
• Identify and respond to mass-impact events affecting customers.

Qualifications

Must Have

• Technical diploma or degree in Geomatics Engineering, Electrical Engineering, or a related technology discipline.
• Experience working directly with customers, preferably in a support or service delivery environment.
• Excellent verbal and written English communication skills.
• Ability to work 12-hour shifts on a 4-day-on, 4-day-off rotation, including overnight shifts, evenings, weekends and holidays

Nice To Have

• 2+ years of experience in a highly technical support environment.
• Frontline support or helpdesk experience.
• Basic understanding of GNSS products and applications.
• Experience using Salesforce or a similar CRM platform.

Key Success Factors

• Exceptional interpersonal skills and the ability to work effectively with others.
• Strong attention to detail and excellent organizational skills.
• Ability to manage multiple priorities and tasks simultaneously.
• Energetic and customer-focused approach with outstanding people skills.
• Comfortable working independently while recognizing when to seek assistance.
• Strong collaboration skills and ability to contribute positively within a team environment.

At Hexagon, we are committed to a diverse and inclusive work environment.