Customer Facing Technical Support Specialist

Trackunit; London; Hybrid; CAD 45,000 - 75,000; Full time

Job summary

An innovative company in the IoT sector is seeking a Customer Facing Technical Support Specialist to enhance customer experiences in the construction industry. This role focuses on providing exceptional technical support, troubleshooting issues, and guiding customers in utilizing platforms effectively. You will thrive in a collaborative environment that values diversity and professional growth, with opportunities for internal advancement. The flexible work setup allows you to balance in-office and remote work, fostering a culture of inclusivity and support. If you're passionate about technology and customer service, this is the perfect opportunity for you.

Benefits

Flexible work arrangements

Support for personal and professional development

Inclusive workplace

Regular social events

Agile growth opportunities

Qualifications

• 2+ years in technical support with complex troubleshooting experience.
• Skilled in using diagnostic systems and support tools.

Responsibilities

• Provide high-quality technical support via phone, email, and chat.
• Guide customers in using Trackunit platforms effectively.

Skills

Technical Support

Troubleshooting

Communication

Analytical Skills

Customer Service

Education

Bachelor's Degree or equivalent experience

Tools

Jira

Job description

Customer Facing Technical Support Specialist

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all. This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.

As a Technical Support Specialist at Trackunit, you are instrumental in delivering a great customer experience, guiding and supporting our customers to make sure they get the most out of our products and services. You will deal with our customers daily, handling requests over the phone and email. While this role is technical, it does not involve backend IT support, coding, or network administration—instead, your focus will be on understanding the product, troubleshooting issues, and helping customers use our platforms confidently and effectively. We aim to support our customers with professionalism and compassion.

You will work in a diverse and inclusive environment, with team members from various countries and cultures. Collaboration and compassion are our key qualities, and we provide support for your professional growth on this unique career path.

Our main Canadian hub is located in London, Ontario. We offer a flexible setup where you will work from the hub at least 3 days a week, with the possibility to work from home.

What’s in it for you?

• An opportunity in an agile growth SaaS business, with potential for internal advancement. We are rapidly expanding; from 150 employees in 2020 to over 400 today.
• An international environment with regular check-ins and social events across teams and borders.
• Support for your personal and professional development through training, coaching, mindfulness, and an open feedback culture that helps you identify your strengths and areas for growth.
• Flexibility and hybrid working are core to our culture. We provide the necessary IT equipment and support to help you establish routines that work best for you.
• Our commitment to an inclusive workplace is reflected in our hiring practices, ensuring we do not discriminate based on gender identity, sexual orientation, ethnicity, religion, disability, or other protected characteristics. We evaluate candidates solely on qualifications and merit.

Who are you ideally?

• You have 2+ years of experience in technical support, handling complex troubleshooting.
• You are skilled with diagnostic systems and support tools, addressing hardware and software issues, including connectivity and data reporting challenges.
• You are comfortable working with engineering teams and using ticketing systems like Jira.
• You can communicate technical information clearly to non-technical customers and colleagues.
• You are analytical, detail-oriented, collaborative, and committed to delivering high-quality customer experiences with minimal effort.
• You proactively escalate complex issues, share insights, and ensure problems are resolved effectively.

If you don’t meet every requirement but are highly interested, we encourage you to apply.

Primary responsibilities

• Provide high-quality technical support via phone, email, and chat, resolving complex product, hardware, and connectivity issues.
• Guide customers in using Trackunit platforms and hardware to maximize their success.
• Take ownership of customer issues, communicate clearly, follow up promptly, and ensure a smooth experience.
• Collaborate with internal teams, including engineering and product, to escalate critical cases and share user insights.
• Use support tools like Jira to document interactions and coordinate tasks.
• Stay updated on product changes, technical trends, and best practices to improve support quality.

Our hiring process

We focus on your impact rather than a traditional cover letter. The process includes:

• An introductory call with our People & Talent team.
• A virtual meet-and-greet with the Team Lead.
• An online personality assessment followed by a dialogue about your results and our culture.
• A task involving a customer case to demonstrate your problem-solving skills.
• A second interview with Customer Support Team Leads and a team member, focusing on your skills and application.
• References may be obtained if needed.

Are you in?

We value diversity and encourage applicants from all backgrounds. Even if your experience doesn’t match every point, if you’re passionate about connecting construction and share our values, we want to hear from you. We are committed to equal opportunity and providing accommodations for those who need them.