Technical Support Analyst (2 positions)

Vecima Networks Inc.; Saskatoon; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

Vecima Networks Inc. in Saskatoon, Saskatchewan, seeks a Technical Support Analyst, VBS to deliver Tier 2 support for Video, Broadband, and PON solutions deployed globally.

You will diagnose issues, determine root causes, and provide timely resolutions across installation, operation, and maintenance lifecycles. The role requires independent work, strong troubleshooting capabilities, and a commitment to customer experience.

Qualifications

• Diploma, degree, or equivalent in Information Technology, Computer Science, Engineering, Telecommunications, or related field preferred.
• Minimum 2 years in technical support, network operations, systems administration, or related technical environment.
• Experience troubleshooting software, networking, hardware, or telecommunications solutions.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and portal systems.
• Troubleshoot and resolve issues related to Vecima's Video, Broadband, and PON solutions.
• Support customers during installation, operation, maintenance, and service restoration.
• Analyze logs, alarms, and system data to identify root causes and implement solutions.
• Manage support cases from intake through resolution while meeting SLAs and KPIs.
• Escalate complex issues and collaborate with Engineering, Product Management, and Tier 3 teams.
• Document interactions and resolutions to support knowledge growth.
• Participate in on-call rotations to provide after-hours support.
• Maintain knowledge of assigned product lines and support all products at Tier 2 level.

Skills

Troubleshooting

Customer-focused

Problem solving

Communication

Education

IT/CS/Engineering degree

Tools

Ticketing systems

Remote troubleshooting

Logs analysis

Job description

Vecima Networks Inc. (TSX: VCM) builds the intelligent infrastructure powering the next generation of connectivity. Through broadband access, content delivery, cloud-native software, automation, and AI-enabled solutions, Vecima helps service providers modernize cable and fiber networks, deliver exceptional broadband and video experiences, and operate more intelligent, efficient networks. As operators evolve toward AI-enabled, software-driven architectures, Vecima’s platforms simplify operations, accelerate innovation, and enable the reliable, high-performance networks that connect homes, businesses, and communities around the world. Learn more at vecima.com.

Position Summary

The Technical Support Analyst, VBS is a key member of the Customer Support organization, responsible for delivering Tier 2 technical support for Vecima's Video, Broadband, and Passive Optical Network (PON) solutions deployed globally. This role supports customers throughout the installation, operation, and maintenance lifecycle by diagnosing technical issues, identifying root causes, and providing timely, effective resolutions.

Working independently with minimal supervision, the Technical Support Analyst manages support cases from initial intake through resolution, collaborates with internal teams on complex issues, and consistently meets established service levels and performance metrics. The successful candidate brings strong troubleshooting capabilities, technical curiosity, and a commitment to delivering an exceptional customer experience.

This position is based in Saskatoon, Saskatchewan, with the flexibility to work from our office, or in a hybrid arrangement, or remotely.

Duties Include (but Are Not Limited To)

• Respond to customer inquiries and technical support requests via phone, email, chat, and customer portal systems.
• Troubleshoot and resolve issues related to Vecima's Video, Broadband, and PON solutions, including software, hardware, configuration, and system integration issues.
• Support customers during installation, operation, maintenance, and service restoration activities.
• Analyze logs, alarms, diagnostic information, and system data to identify root causes and implement effective solutions.
• Independently manage support cases from intake through resolution while meeting established service levels, KPIs, and customer satisfaction targets.
• Escalate complex technical issues as required and collaborate with Engineering, Product Management, and Tier 3 support teams.
• Document customer interactions, troubleshooting activities, resolutions, and knowledge articles to support continuous improvement initiatives.
• Participate in on-call rotations and provide technical support outside normal business hours as required.
• Maintain technical knowledge of assigned product lines and support all assigned products at a Tier 2 level.
• Contribute to process improvement initiatives that enhance customer experience, product quality, and support efficiency.

Position Requirements

• Diploma, degree, or equivalent post-secondary education in Information Technology, Computer Science, Engineering, Telecommunications, or a related field preferred.
• Minimum 2 years of experience in technical support, network operations, systems administration, telecommunications, or a related technical environment.
• Experience troubleshooting software, networking, hardware, or telecommunications solutions.
• Experience supporting customers in a fast-paced, customer-facing technical support environment.
• Willingness to participate in a scheduled on-call rotation to support customer operations and service continuity.
• Demonstrated ability to consistently meet service level agreements (SLAs) and customer satisfaction objectives.

Technical Skills Required

• Understanding of networking concepts including TCP/IP, DHCP, DNS, routing, switching, and VLANs.
• Familiarity with Linux operating systems, command-line tools, and log analysis is considered an asset.
• Knowledge of broadband, cable, fiber, PON, DOCSIS, video delivery, or telecommunications technologies is considered an asset.
• Experience with ticketing systems, case management tools, and remote troubleshooting techniques.

Competencies Required

• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong organizational and time-management skills with the ability to manage competing priorities.
• Customer-focused approach with a commitment to delivering exceptional service.

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.