Software Support Engineer

r2p Group; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading technology solutions provider in Toronto is seeking a Level 2 Software Support Engineer to join their team. The ideal candidate should have 2-4 years of technical support experience, proficiency in Linux, and strong problem-solving skills. This role involves assisting clients with the NetSpire system, diagnosing issues, and collaborating with support teams. A 12-week training in Sydney, Australia is required, followed by a flexible working model in Vaughan.

Benefits

Competitive salary package

Flexible work model

International work environment

Qualifications

• 2-4 years of experience in a technical support role, preferably in transportation or public safety sectors.
• Proficiency in using the Linux operating system and advanced administrative commands.
• Proficiency in diagnosing networked systems issues, VoIP, and digital signage.

Responsibilities

• Serve as initial point of contact for clients with NetSpire PIS/PA system issues.
• Assist in configuration and deployment of NetSpire modules.
• Document support activities in the knowledge base.

Skills

Problem-solving

Communication

Linux administration

Network troubleshooting

Ticketing systems

Networking protocols

Education

Technical support or systems engineering experience

Tools

Linux

Jira

Zendesk

Freshdesk

Job description

Permanent employee, Full-time· CAN/Toronto

#ONEr2p

Are you a passionate, solution-oriented Support Engineer and do you want to work in a future-oriented and sustainable industry that is driven by innovation and the latest technology?
Join our dynamic support team at r2p as a Level 2 Software Support Engineer, where you'll play a crucial role in maintaining the seamless operation of our NetSpire PIS/PA system. NetSpire enhances passenger experience and safety by providing flexible and scalable passenger information solutions, including integrated public address systems, passenger information displays, and emergency intercoms.

This is how You Make a Difference

• Serve as the initial point of contact for clients experiencing issues with the NetSpire PIS/PA system.
• Diagnose and resolve basic hardware and software problems related to NetSpire components, such as displays, public address systems, and help points.
• Assist in the configuration and deployment of NetSpire modules, ensuring proper integration with existing infrastructure.
• Monitor system performance and alerts, performing routine checks to ensure optimal operation.
• Document support activities and solutions in the knowledge base to aid in future troubleshooting.
• Collaborate with Level 3 support teams for complex issue escalation.
• Provide training and support to end-users on NetSpire functionalities.

You are

• an excellent problem‑solver and able to work under pressure in a fast‑paced environment.
• a strong communicator with the ability to convey technical information to non‑technical stakeholders.

What you Bring to the Table

• 2–4 years of experience in a technical support or systems engineering role, preferably within transportation or public safety sectors.
• Proficiency in using the Linux operating system and advanced administrative commands.
• Proficiency in diagnosing and resolving issues related to networked systems, VoIP, and digital signage.
• Good understanding with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
• Strong understanding of networking protocols (TCP/IP, UDP, SNMP) and experience with network monitoring tools.
• Experience with Linux and Windows operating systems, including scripting and automation tasks.

Also an advantage

• Experience with passenger information systems or public address systems.
• Knowledge of VoIP technologies and digital I/O interfaces.
• Exposure to scripting languages (e.g., PowerShell, Bash) for automation tasks.
• Certifications such as CompTIA A+, Network+, or ITIL Foundation.

r2p offers great job opportunities in various fields and job profiles and offers a competitive salary package that commensurates with your skills and experience level. As we are a globally expanding company, our employees have the chance to grow with us and to work in an international environment.

For this role, a 12 week training session in our office in Sydney, Australia is required.After that, you will join us at our office in Vaughan, Canada. Once established in your new role, we offer a working model which allows you to flexibly manage your time to suit your personal circumstances and needs.

We are a dynamic and open‑minded company with flat hierarchies and an open‑door philosophy. The team not only works together but also shares laughs and good times. We place a high value on sustainability and respect – also, for us, humour is always part of the game. r2p operates in an innovative and future‑oriented industry which is what keeps us moving, constantly keen on finding new solutions to make public transport amazing!

Interested?

Please send your application stating your earliest possible starting date and salary expectation to [e-mail] or click on the link below.

r2p's declared goal is to make public transport better! To this end, we develop and sell intelligent software and hardware solutions for the transport sector with the highest quality standards: CCTV, Automatic Passenger Counting, Passenger Information Systems and network audio solutions with real‑time data transfer for rail, road vehicles, as well as solutions for fixed infrastructure like platforms and stations. Our customers benefit from our ideas and customised solutions, which minimise the use of hardware and instead maximise the economic and ecological advantage.