Product Support Specialist

Norsat International; Richmond; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Health benefits

RRSP program

Professional development fund

Training provided

On-site parking

Employee events

Job summary

Norsat International is seeking a Product Support Specialist to provide technical support for satellite communication products and RF/microwave equipment. You will troubleshoot hardware and system issues, manage support tickets, train customers, and collaborate with Engineering, Sales and Quality teams to resolve issues promptly.

This on-site Richmond, Canada role requires a diploma in electronics or related field and 1+ year of technical support experience.

Qualifications

• Diploma or degree in Electronics, Electrical Engineering Technology, Telecommunications, or a related technical discipline.
• 1+ year of experience in technical support, electronics troubleshooting, or RF systems support.
• Strong understanding of electronic hardware troubleshooting and diagnostics.
• Experience using RF test equipment such as spectrum analyzers, oscilloscopes, and signal generators.

Responsibilities

• Provide technical support for satellite communication systems, RF products, and microwave components.
• Troubleshoot, diagnose, and resolve hardware and system-related issues.
• Support customers and internal Sales teams through phone, email, and ticketing systems.
• Manage and maintain technical support tickets to ensure accurate tracking and timely resolution.
• Perform diagnostics, testing, and evaluation of returned products and systems.
• Generate RMA documentation, failure analysis reports, and technical service updates.
• Collaborate with Engineering and Quality teams to investigate and resolve product issues.
• Deliver product training and technical guidance to customers and internal staff.
• Develop and maintain technical documentation, knowledge base articles, and service materials.
• Conduct field troubleshooting and customer support activities when required.
• Recommend effective technical solutions based on customer requirements.
• Assist with product validation, testing, and continuous improvement initiatives.

Skills

Electronics troubleshooting

RF test equipment

Customer service

Communication skills

Team collaboration

Independent worker

Education

Electronics/Electrical Eng Tech diploma or degree

Tools

Spectrum analyzers

Oscilloscopes

Signal generators

Job description

As a Product Support Specialist, you will provide technical support for satellite communication products and RF/microwave equipment. You will troubleshoot hardware and system issues, support customers and internal teams, manage support tickets, perform product diagnostics, and collaborate closely with Engineering, Sales, and Quality teams to ensure timely and effective issue resolution.

What You'll Do:

• Provide technical support for satellite communication systems, RF products, and microwave components
• Troubleshoot, diagnose, and resolve hardware and system-related issues
• Support customers and internal Sales teams through phone, email, and ticketing systems
• Manage and maintain technical support tickets to ensure accurate tracking and timely resolution
• Perform diagnostics, testing, and evaluation of returned products and systems
• Generate RMA documentation, failure analysis reports, and technical service updates
• Collaborate with Engineering and Quality teams to investigate and resolve product issues
• Deliver product training and technical guidance to customers and internal staff
• Develop and maintain technical documentation, knowledge base articles, and service materials
• Conduct field troubleshooting and customer support activities when required
• Recommend effective technical solutions based on customer requirements
• Assist with product validation, testing, and continuous improvement initiatives
• Support additional operational and technical tasks as assigned

What You'll Bring:

• Diploma or degree in Electronics, Electrical Engineering Technology, Telecommunications, or a related technical discipline
• 1+ year of experience in technical support, electronics troubleshooting, or RF systems support
• Strong understanding of electronic hardware troubleshooting and diagnostics
• Experience using RF test equipment such as:
  • Spectrum analyzers
  • Oscilloscopes
  • Signal generators
• Knowledge of satellite communications, microwave systems, or wireless communications is considered an asset
• Excellent problem-solving and communication skills
• Customer-focused mindset with strong interpersonal abilities
• Experience using support ticketing systems and technical documentation tools
• Ability to work independently and collaboratively within cross-functional teams
• Flexibility to occasionally support after-hours customer issues when required

What We Offer:

• 100% paid by employer comprehensive health benefits package including medical, dental, life & more (coverage varies);
• RRSP program;
• Up to an annual maximum of $2,000 per year professional development fund for designations and accreditations;
• 100% reimbursed for job-related training;
• Ongoing training available;
• Flexible hours of work based on position;
• Employee Referral Program;
• Employee Award Program;
• Plenty of on-site and street parking & a bus stop right in front of the office (bus 405, 410, 416);
• Leisure areas in the office, employees are encouraged to have some fun! (i.e., ping pong table, foosball, Wii, tabletop games, card games);
• Employee events & initiatives: company BBQs, field trips, annual summer event, free snacks events, lunchroom has free flow of coffees & teas.

Please note that benefits may vary by location and employment status.

This is an on-site position, so relocation will be required. Remote work is not supported at this time.

Applicants must hold either a Canadian citizenship, Canadian Permanent Residency, or Work/ Study Permit. Unfortunately, we are unable to provide assistance for work authorization.

About Us:

Norsat International Inc., founded in 1977, is a leading provider of innovative communication solutions that enable the transmission of data, audio, and video for remote and challenging applications. Norsat’s products and services include customizable satellite components, portable satellite systems, maritime solutions, and network solutions. The company’s products and services are used extensively by telecommunications services providers, emergency services and homeland security agencies, military organizations, health care providers, news organizations, and Fortune 1000 companies.

Why Join Norsat International Inc.?

We have an innovative and outstanding team of industry professionals who drive our ongoing success at Norsat International Inc. We strive to offer a supportive, inclusive and nurturing environment that helps our employees expand their careers and reach their highest potential.