Support and Quality Assurance Specialist

Wesley Clover International; Ottawa; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading technology firm in Ottawa seeks a Support and Quality Assurance Specialist to provide technical support and quality assurance for software deployments. The ideal candidate will have a strong ownership mindset, excellent troubleshooting skills, and experience in technical support or QA. This hybrid role offers flexible work hours and opportunities to work on cutting-edge technology in physical security and communications.

Benefits

Medical coverage for medical, dental, and vision

Flexible work hours and PTO

Collaborative team environment

Opportunities to learn from innovative companies

Qualifications

• 2+ years in technical support, QA, or systems integration environments.
• Experience with physical security systems is a strong asset.
• Familiarity with writing or maintaining technical documentation.

Responsibilities

• Guide partners and customers through technical software installs.
• Design and execute test cases for new features and updates.
• Help optimize internal deployment and support processes.

Skills

Ownership mindset

Troubleshooting and diagnostic skills

Technical communication

Linux environment proficiency

Self-motivation

Job description

Overview

Support and Quality Assurance Specialist

Teldio is seeking a technically skilled, customer-focused team member to join our Support team in a hybrid role that bridges hands-on support and proactive quality assurance.

This is not your average support position. You’ll work directly with partners and customers during software deployments that integrate two-way radios, video management systems (VMS), access control, and other physical security infrastructure. You’ll also take frontline insights and use them to define test cases, design repeatable QA procedures, and help the product team ensure a high-quality, low-defect experience for future installs.

If you’re someone who thrives on solving problems, enjoys diverse technology environments, and wants to shape better products through smarter testing, this could be a great fit.

What you will be doing

Customer Support Responsibilities

• Guide partners, customers, and internal teams through technical software installs, upgrades, and issue resolution.
• Use diagnostic tools and your technical intuition to troubleshoot issues involving radios, VMS, access control, networks, and I/O systems.
• Maintain detailed records of support interactions using company tools to ensure visibility and continuity across the team.
• Handle multiple ongoing customer deployments or issues with minimal supervision.
• Write and maintain knowledge base articles and support documentation to reduce future escalations.

Quality Assurance & Testing Responsibilities

• Design and execute test cases for new features, system integrations, and product updates.
• Define and document acceptance criteria for product releases in collaboration with the engineering and product teams.
• Proactively identify edge cases and scenarios that should be covered in regression or integration testing.
• Maintain and evolve internal QA procedures to reflect real-world customer environments and reduce recurring support issues.
• Assist in root cause analysis and defect reproduction during post-incident reviews.

Cross-Functional & Process Contributions

• Help optimize internal deployment and support processes for efficiency and quality.
• Support other internal teams (Sales, Operations) by providing technical insight or field knowledge where needed.
• Contribute to team-wide initiatives to improve customer experience and reduce time-to-resolution.

What we’re looking for

Required Traits and Skills

• Strong ownership mindset: you see problems through to resolution.
• Excellent troubleshooting and diagnostic skills across networking (LAN/WLAN, TCP/IP), I/O, serial comms, and systems integration.
• High comfort level with Linux environments and tools.
• Clear and professional communicator—able to adapt style based on audience technical level.
• Able to absorb broad technical knowledge and apply it situationally.
• Self-motivated and comfortable working both independently and within a collaborative team.

Preferred Experience

• 2+ years in technical support, QA, or systems integration environments.
• Experience with physical security systems such as VMS, access control, and two-way radio networks is a strong asset.
• Familiarity with writing or maintaining technical documentation and test plans.
• Bonus: any experience with scripting (Bash, Python) or test automation frameworks.

Role Logistics

• This is primarily an on-site position in Ottawa, with hybrid flexibility as experience and independence grow.
• Occasional travel may be required for customer deployments or training.

Perks and Benefits

• Medical coverage for medical, dental, and vision
• Flexible work hours and PTO (vacation and sick days)
• A collaborative, tight-knit team solving meaningful technical problems
• Opportunities to learn from and work with innovative companies across physical security, communications, and IoT

Principals only - no agencies / recruiters