Product Support Specialist | Hyperspectral Intelligence Inc.

Hyperspectral Intelligence Inc.; Winnipeg; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Hyperspectral Intelligence Inc. in Winnipeg, MB is seeking a hands-on Product Support Specialist to join a fast-paced team.

This hybrid role combines technical troubleshooting with strong customer-facing duties, covering onboarding, training, deployment, maintenance and logistics to ensure equipment operates reliably. You will liaise between clients, operations and manufacturing, resolving issues promptly and coordinating shipments while tailoring equipment setups to customer workflows.

Qualifications

• B.Sc. in Geophysics, Engineering, Computer Science, or related field.
• Alternatively, a technical diploma in instrumentation/technologist with relevant experience
• Hands-on experience with instrumentation or technical systems preferred
• Strong problem-solving and troubleshooting skills
• Comfortable working with both hardware and software systems
• Strong interpersonal skills and ability to work with customers
• Comfortable supporting sales efforts and customer retention
• Can work independently and manage competing priorities

Responsibilities

• Manufacturing and Maintenance Support
• Configure software systems and install HHS software (including updates and version control)
• Assist with routine inspection, testing, and preventative maintenance of equipment
• Test and operate instruments as required
• Testing of new equipment in preparation of first deployment
• Troubleshoot first-level hardware, software and workflow issues
• Escalate complex or recurring technical issues to the Operations Manager
• Equipment Deployment Support
• Prepare equipment for deployment (cleaning, functional checks, packaging, recalibration as required)
• Customize systems based on customer-specific requirements and workflows
• Develop strong working knowledge of instruments to support effective use by clients
• Equipment Tracking & Coordination
• Track location and status of all rented equipment (in use, in transit, in maintenance)
• Coordinate returns from clients
• Identify and follow up on damaged, missing, or delayed equipment
• Support planning for equipment availability based on upcoming demand
• Logistics & Shipping
• Coordinate domestic and international shipments (couriers, freight, customs brokers)
• Ensure compliance with import/export regulations and documentation requirements
• Track shipments end-to-end and proactively resolve delays or issues
• Package equipment securely for global transport
• Communicate with clients and suppliers regarding shipment status and delivery timelines
• Customer Onboarding and Support
• Act as the primary point of contact for clients during onboarding and active projects
• Train client operators on equipment use and basic workflows (remote)
• Manage and respond to help desk requests, ensuring timely resolution and follow-up

Skills

Problem solving

Troubleshooting

Customer facing

Interpersonal skills

Independent worker

Education

B.Sc. in Geophysics, Engineering, Computer Science, or related field

Technical diploma in instrumentation/technologist

Job description

Are you hands-on, technically curious and great with people? Join our team and help customers get the most from innovative hyperspectral intelligence.

The Product Support Specialist is a hybrid technical and customer-facing role responsible for supporting the full lifecycle of company instrumentation, from customer onboarding and training to equipment deployment, maintenance, and logistics. This role serves as a key link between clients, operations, and manufacturing, ensuring a seamless customer experience while maintaining high standards of system performance and reliability. The ideal candidate combines strong technical troubleshooting skills with excellent communication abilities and thrives in a fast-paced, hands-on environment. Success in this role is demonstrated by consistently onboarding customers with minimal escalation, ensuring equipment is deployment-ready and available, resolving help desk requests promptly and professionally, and maintaining accurate, real-time visibility of equipment with minimal shipping delays.

Job Duties

Manufacturing and Maintenance Support

• Configure software systems and install HHS software (including updates and version control)
• Assist with routine inspection, testing, and preventative maintenance of equipment
• Test and operate instruments as required
• Testing of new equipment in preparation of first deployment
• Troubleshoot first-level hardware, software and workflow issues
• Escalate complex or recurring technical issues to the Operations Manager

Equipment Deployment Support

• Prepare equipment for deployment (cleaning, functional checks, packaging, recalibration as required)
• Customize systems based on customer-specific requirements and workflows
• Develop strong working knowledge of instruments to support effective use by clients

Equipment Tracking & Coordination

• Track location and status of all rented equipment (in use, in transit, in maintenance)
• Coordinate returns from clients
• Identify and follow up on damaged, missing, or delayed equipment
• Support planning for equipment availability based on upcoming demand

Logistics & Shipping

• Coordinate domestic and international shipments (couriers, freight, customs brokers)
• Ensure compliance with import/export regulations and documentation requirements
• Track shipments end-to-end and proactively resolve delays or issues
• Package equipment securely for global transport
• Communicate with clients and suppliers regarding shipment status and delivery timelines

Customer Onboarding and Support

• Act as the primary point of contact for clients during onboarding and active projects
• Train client operators on equipment use and basic workflows (remote)
• Manage and respond to help desk requests, ensuring timely resolution and follow-up

Requirements

• B.Sc. in Geophysics, Engineering, Computer Science, or related field
• Alternatively, a technical diploma in instrumentation/technologist with relevant experience
• Hands-on experience with instrumentation or technical systems preferred
• Strong problem-solving and troubleshooting skills
• Comfortable working with both hardware and software systems
• Strong interpersonal skills and ability to work with customers
• Comfortable supporting sales efforts and customer retention
• Can work independently and manage competing priorities

Location: Winnipeg, MB
Schedule: Flexible schedule, 40 hours/week
Compensation: $60,000-$80,000, depending on experience and education level