Senior Applications Engineer

Advancedtechsearch; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Advancedtechsearch is seeking an experienced technical professional to support complex customer, networking and system-integration issues. You will troubleshoot LAN/WAN environments, read electrical schematics and provide pre/post-sales technical consultation to customers, with travel to client sites in Canada and the U.S.

The role requires hands-on Linux/Windows experience, strong problem-solving skills and the ability to work across Product, Sales and Project Management teams to drive

Qualifications

• Degree in Electrical Engineering, Computer Science or related technical discipline or equivalent experience.
• Approximately 8+ years of experience in advanced technical, systems, applications or engineering support.
• Experience with TCP/IP, LAN/WAN, DNS, NAT, Firewalls, Managed switches and Ethernet.
• Hands-on experience with Linux and Windows systems.
• Ability to read and interpret electrical schematics and wiring diagrams.

Responsibilities

• Investigate and resolve complex customer, networking and system-integration issues.
• Troubleshoot networked products in LAN/WAN environments.
• Travel to customer sites in Canada and the United States when remote troubleshooting is insufficient.
• Provide pre- and post-sales technical consultation to customers.
• Assist customers with networking, firewall, configuration, installation and product usage questions.
• Develop troubleshooting guides, installation documentation and user manuals.

Skills

TCP/IP

LAN/WAN

DNS

NAT

Firewalls

Managed switches

Ethernet

Linux

Windows

Troubleshooting

Root-cause analysis

Education

Degree in Electrical Engineering

Degree in Computer Science

Tools

Jira

Confluence

Job description

You will work across three primary areas:

Advanced Technical Support & Customer Escalations

• Investigate and resolve complex customer, networking and system-integration issues.
• Troubleshoot networked products involving LAN/WAN environments, DNS, NAT, firewalls, managed switches and related technologies.
• Work with Linux- and Windows-based systems.
• Review escalated technical issues and work directly with customers to gather information, diagnose problems and implement solutions.
• Support deployment, configuration and troubleshooting of integrated systems.
• Travel to customer sites in Canada and the United States when remote troubleshooting is insufficient.
• Read and interpret electrical schematics and wiring diagrams when troubleshooting integrated equipment.
• Serve as a technical resource for Product Management, Sales and Project Management.
• Respond to technical product, compatibility and application questions.
• Provide pre- and post-sales technical consultation to customers.
• Assist customers with networking, firewall, configuration, installation and product-usage questions.
• Help determine how products can be integrated into specific customer environments.
• Participate in new product development, prototyping, validation and testing.
• Bring customer and field experience into product-development discussions.
• Identify recurring product or support issues and recommend improvements.
• Produce or support technical drawings, schematics and system documentation.
• Develop troubleshooting guides, installation documentation, user manuals and technical procedures.
• Provide technical knowledge transfer and training to internal teams.
• The formal MAD role specifically spans advanced customer support, pre/post-sales product questions and R&D product-development support.

What We’re Looking For

• Degree in Electrical Engineering, Computer Science or a related technical discipline, or equivalent relevant experience.
• Approximately8+ years of experiencein advanced technical, systems, applications or engineering support.
• TCP/IP
• LAN/WAN
• DNS
• NAT
• Firewalls
• Managed switches
• Ethernet
• Hands-on experience working withLinux and Windowssystems.
• Proven ability to diagnose and resolve complex technical and system-integration problems.
• Ability to read and understand network topology and system-integration diagrams.
• Ability to read and interpretelectrical schematics and wiring diagrams.
• Experience working with ticketing and knowledge-management systems such as Jira and Confluence.
• Ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
• Strong research, analytical and root-cause problem-solving capabilities.
• Demonstrated initiative and the ability to take ownership of problems through resolution.
• Ability to work effectively across Engineering, Product, Sales, Project Management and customer organizations.
• Ability to travel approximately15–20% within Canada and the United States.

Assets

• Experience supporting network-connected industrial, telecommunications, IoT, automation or other integrated hardware/software products.
• Experience working with electrical panels, controls or other embedded/integrated equipment.
• Familiarity with CAD or technical diagramming tools.