Technical Support

RBR Ltd.; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

RBR Ltd., a leader in oceanographic instrument design, is seeking a Technical Support professional. Join our team to provide exceptional support, troubleshoot scientific instruments, and collaborate with R&D, Production, and Sales. Ideal for a recent graduate or early-career professional passionate about ocean science.

Benefits

20 days of vacation and wellness days

Benefits from day 1 & RRSP matching

Annual fitness reimbursement program

EV reimbursement program with charging stations

Work from wherever Wednesdays

Monthly Friday lunches

Qualifications

• Experience in a customer support or technical role.
• Strong verbal and written communication skills.
• Experience analyzing and documenting technical issues.

Responsibilities

• Provide exceptional technical support via email, phone, and video.
• Coordinate Return Merchandise Authorizations for repairs.
• Develop internal and customer-facing resources like user manuals.

Skills

Problem-solving

Technical communication

Data analysis

Education

Bachelor’s degree in Science, Engineering, or Environmental Science

Tools

Jira

Confluence

Salesforce

Job description

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At RBR, we’ve been making waves in oceanography since 1973, designing cutting-edge instruments to measure our blue planet. Built to withstand some of the harshest environments on Earth, our instruments are deployed from the ocean’s deepest trenches to the polar ice caps, capturing essential data on water temperature, salinity, pH, and more. This data empowers researchers in the global fight against climate change, and our technology supports groundbreaking science with partners like Fisheries and Oceans Canada, Woods Hole, the Scripps Institution, and the British Antarctic Survey.

At RBR, we care deeply about our work, each other, the environment, and the global communities we serve. We value teamwork, continuous improvement, and having fun along the way. From Friday lunches to social events, we’re a crew that thrives on taking on complex and exciting challenges that have a meaningful impact on the blue planet! Ready to make waves with us? Apply below!

About the role

As part of the Technical Support team, you’ll help scientists and engineers worldwide, by resolving technical inquiries and troubleshooting oceanographic instruments. We’re looking for a proactive communicator with a knack for problem-solving and a curiosity for measurement science. This role would be great for a recent graduate or early-career professional, that loves collaborating with R&D, Production, and Sales to best support customers, analyze data, and coordinate instrument servicing.

If you thrive in a fast-paced environment and want to make a real impact in ocean science, apply today!

What you'll do

Provide exceptional and responsive technical support via email, phone, and video, covering topics such as instrument deployment, configuration, sensor methodology, data analysis, and software use

Efficiently coordinate Return Merchandise Authorizations (RMAs) for repairs or calibrations, including quoting and communicating service plans and timelines

Improve and develop internal and customer-facing resources such as user manuals, application notes, and procedures for clarity and ease of use

Collaborate across teams to troubleshoot instruments, investigate technical issues, and prepare detailed failure reports in partnership with the R&D, Production, and Service teams

Build a deep knowledge of all RBR products to deliver timely and effective solutions that support customer research and satisfaction

What you bring

Bachelor’s degree in Science, Engineering, or Environmental Science

Experience in a customer support or technical role

Strong verbal and written communication skills to clearly explain technical concepts

Experience analyzing, summarizing, and documenting technical issues

Proactive problem solver committed to customer success and experience

Ability to analyze environmental data and troubleshoot scientific instruments

Excellent organizational and time management abilities to handle multiple priorities

Tech-savvy and eager to learn new systems and tools

Nice to haves

Experience with Jira, Confluence, Salesforce, or similar tools

Background in Oceanography or Environmental Science

Experience writing technical or scientific documentation

Familiarity with calibrating or repairing scientific instruments

Current perks at RBR

? 20 days of vacation, plus a company-wide holiday shutdown and paid sick days

Work from wherever Wednesdays (most roles eligible)

? Benefits from day 1 & RRSP contribution matching

?? Annual fitness reimbursement program

? Greener commuting incentive program (bike-to-work, carpool, or transit passes)

? EV reimbursement program + on-site charging stations

? Monthly Friday lunches (on us)!

At RBR, we celebrate and support diversity in our workplace, we are an equal-opportunity employer and are committed to creating an inclusive environment for all employees. We seek to recruit the best and most talented people for the job. Accommodations are available on request for candidates taking part in all aspects of the selection process.