Senior Technical Support Specialist

Wesley Clover International; Ottawa; On-site; CAD 69,000 - 90,000; Full time

Job summary

A leading technology firm in Ottawa is seeking a highly skilled Senior Technical Support Specialist to lead their support team. This full-time role involves managing escalated technical issues, guiding team members, and ensuring exceptional customer service. Candidates should have a Bachelor's degree in Computer Science and at least 2 years of experience in technical support, especially with Motorola radio systems. The position offers a competitive salary, comprehensive benefits, and the opportunity to work with cutting-edge technologies.

Benefits

Salary: $69,500 to $90,000 per annum

Discretionary annual bonus

Comprehensive medical and dental coverage

Flexible work hours and PTO

Qualifications

• Minimum 2 years in technical support in radio communications systems, preferably with Motorola MOTOTRBO.
• Proven leadership in managing a technical support team of at least 3 staff members.
• Thorough troubleshooting ability across networking, two-way radio systems, and Linux.

Responsibilities

• Lead the technical support team and manage complex technical escalations.
• Troubleshoot software and hardware issues and provide effective user support.
• Collaborate with other departments to improve support workflows and customer experience.

Skills

Two-way radio systems

Motorola radio programming

Networking

Linux OS

JavaScript

Java

Exceptional communication

Education

Bachelor’s Degree in Computer Science

Job description

Senior Technical Support Specialist

Teldio is looking for a highly skilled and experienced Senior Technical Support Specialist to lead the day‑to‑day operations of our Support team. In this role, you will serve as the primary escalation point for complex technical issues, guide team members in troubleshooting, and ensure our partners and customers receive exceptional service. You will combine deep technical knowledge — particularly in two‑way radio systems, Motorola radio programming, and computer networking — with strong communication and leadership abilities. This is a hands‑on, high‑impact role suited for someone who thrives in fast‑paced, high‑pressure environments and takes proactive ownership of problems until they are fully resolved.

What You Will Be Doing:

Team Leadership & Escalation Management

• Lead the day‑to‑day activities of the Technical Support team, ensuring efficient workload distribution and timely responses.
• Serve as the primary escalation point for complex technical issues involving radios, VMS, access control, networking, and software deployments.
• Provide guidance, training, and mentorship to support team members, helping develop their technical and communication skills.

User Support and Troubleshooting

• Respond to user requests for technical assistance via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, radio, and network‑related problems affecting Teldio applications and supported systems.
• Guide users through troubleshooting steps and provide clear explanations suitable for both technical and non‑technical audiences.
• Reproduce issues in test environments to identify root causes and validate reported problems.

Advanced Troubleshooting & Customer Support

• Diagnose and resolve the most challenging technical issues across radio networks, Motorola MOTOTRBO programming, IP networking, Linux systems, and integrated physical security platforms.
• Work directly with partners and customers to guide them through complex deployments, configurations, and issue resolution.
• Communicate solutions clearly to both technical and non‑technical audiences, ensuring understanding and confidence.
• Maintain composure and make sound decisions under high‑pressure, time‑sensitive situations.

Documentation, Process Improvement & Cross‑Functional Collaboration

• Identify recurring issues and propose improvements to products, support workflows, and deployment best practices.
• Collaborate closely with Engineering, QA, Sales, and Operations teams to relay field insights, track escalated issues, and support cross‑department initiatives.
• Contribute to improving response times, product reliability, and overall customer experience.

Required Skills & Qualifications

• Bachelor’s Degree in Computer Science.
• Minimum 2 years in technical support in radio communications systems. Experience in Motorola MOTOTRBO systems strongly preferred.
• Proven leadership and technical support team management experience of at least 3 staff members.
• Expert troubleshooting ability across:
  • Two‑way radio systems and Radio over IP (RoIP)
  • Motorola radio programming (CPS, codeplugs, MOTOTRBO infrastructure)
  • Networking (LAN/WLAN, routing, switching, TCP/IP, VPNs)
  • Linux OS and command‑line tools
• Deep understanding of computer networking protocols, including TCP/UDP, MQTT, Modbus, SMTP and IMAP, and other application‑layer technologies relevant to system integration and radio/IP communications.
• Ability to program in JavaScript and Java.
• Write and edit shell scripts in Bourne Again Shell scripting language.
• Exceptional communication skills, capable of simplifying complex concepts and leading conversations with customers, partners, and internal teams.
• Proactive, resourceful, and calm under pressure, especially during high‑severity incidents or time‑critical situations.
• High attention to detail, especially in documentation and knowledge sharing.

Role Logistics

• Full‑time permanent position.
• On‑site role in Ottawa (Kanata), Ontario.
• Occasional travel may be required for deployments, training, or partner support.
• Language of work: English.

Perks and Benefits

• Salary: $69,500 to $90,000 per annum.
• Eligible for a discretionary annual bonus based on individual performance and company results.
• Comprehensive medical and dental coverage.
• Flexible work hours and PTO.
• A collaborative, supportive environment working with modern communications and physical security technologies.

We are an equal opportunity employer committed to diversity and inclusion in the workplace.

Principals only - no agencies / recruiters.