Technical Support Associate

Trackunit; London; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

A leading IoT solutions provider in London, Ontario is seeking a Technical Support Associate to enhance customer experience. This role involves assisting customers with technical inquiries, diagnosing issues, and documenting interactions. Ideal candidates are fluent in English, enjoy problem-solving, and thrive in a collaborative environment. The company offers flexible working arrangements and prioritizes diversity and inclusion.

Benefits

Agile growth environment

Flexible working setup

Focus on personal and professional development

Inclusive workplace initiatives

Qualifications

• Fluent in English, ready to support North American customers.
• Enjoys helping others and solving technical challenges.
• Proactive mindset and curiosity in exploring solutions.

Responsibilities

• Support customers with technical inquiries over phone and email.
• Analyze and report product malfunctions.
• Document and track support interactions.
• Collaborate with product and development teams.
• Foster positive customer relationships.

Skills

Problem-solving

Technical support

Effective communication

Collaboration

Curiosity

Job description

Overview

Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all, which presents opportunities for productivity and digital transformation.

We are looking for a new capable colleague to join our North American Technical Support team to help deliver a great customer experience for our customers from all over the world. As a Technical Support Associate at Trackunit, you are instrumental in delivering a great customer experience, guiding and supporting our customers to make sure they get the most out of our products and services. You will be right at the heart of matters, as you will deal with our customers on a daily basis handling customer requests over the phone and e-mail. We aim to meet our customers at eye level and provide support with professionalism and kindness.

You will work in an environment that is rich in diversity and inclusion, with a team consisting of people from different countries and cultures. Collaboration and compassion are our key qualities, so you can be sure we provide you the support you need on this career path.

With locations in the heart of London, ON and Kitchener, ON we offer a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.
• International environment with regular check-ins and social events across teams, departments and borders.
• We take your personal and professional development goals seriously and support them through training, coaching and mindfulness, as well as with an open feedback culture to enable you to identify your strengths and opportunities. We focus on impact on yourself, teams/relations, and the organization/strategy.
• Flexibility and hybrid working is not just a cliché to us; we offer a flexible setup and help you structure how your routines look. Once you choose how you work best, let us know what you need and we’ll provide the IT equipment you need for your work.
• Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. Our hiring prioritizes DE&I initiatives; we do not discriminate and assess candidates on qualifications and merit. Learn more about TIDE and other DE&I initiatives here.

Role overview

As a Technical Support Associate, you will be part of an international team with colleagues placed all over the globe and you will dive into the world of the leading SaaS-based IoT solution company for the construction industry, offering an ecosystem of hardware, fleet management software & telematics. Your main focus is to assist our customers with using our products and services as it relates to installation support, diagnosing and solving technical problems, and liaising with Trackunit partners.

Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. You are responsible for guiding them through the installation process, escalating reported bugs, and assisting with any technical challenges. We are seeking someone who thrives in an international environment, values customer experience and views every customer interaction as a chance to ensure customer satisfaction.

Who are you ideal?

You’re someone who enjoys helping others, solving technical challenges, and working in an evolving, collaborative environment. You’re not just good at figuring out issues—you actually enjoy it. Whether it's connected devices, cloud-based platforms, or integrated hardware/software systems, you dive in, ask the right questions, and find your way to a solution.

• You bring a proactive mindset and curiosity—you don’t wait to be told what to do. You explore, investigate, and seek out solutions when something’s unclear.
• You're experienced with technology and quick to pick up new systems and tools. You might not know our platform (yet), but learning fast is your thing.
• You communicate clearly—whether on the phone with a customer, writing an email, or passing technical context to a developer. You tailor your message based on who you're speaking to.
• You take ownership. If something’s not working, you step up—document, escalate when needed, and push for a resolution.
• You enjoy collaborating with others to get things done. Whether with teammates, other departments, or our partners, effective solutions often come from working together.

Language-wise:

• You are fluent in English and ready to support our customers based in North America over the phone and via email.

Primary responsibilities:

• Supporting our customers with technical inquiries over the phone and via e-mail in a timely and effective way
• Analyze and report product malfunctions and follow up with customers to ensure their technical issues are resolved
• Accurately document and track support interactions and solutions using our ticketing system
• Collaborating with product and development teams and provide them feedback from a customer centric point of view
• Fostering positive customer relationships by handling their challenges with effective communication and clear solutions
• Assisting in developing content for our Helpcenter. One of the most effective ways to enhance customer support is through knowledge sharing.

Our hiring process

We want you to create an impact that matters, and that’s not in the cover letter. Here’s what to expect:

• Initial phone conversation with a colleague from our People & Talent team to get to know each other a bit better.
• Virtual meet and greet. Meet with the hiring manager; Dustin.
• Personality-based interview with Hogan assessment to understand abilities and team fit.
• Assignment-specific interview with a case to prepare prior to the interview and present to relevant colleagues.
• References and background checks may be obtained if needed.
• Offer presentation and walk-through.

The question is: Are you in?

Trackunit is proud to be an equal opportunity employer and does not discriminate in hiring or employment decisions based on protected characteristics. Reasonable accommodations are available for qualified applicants with disabilities. If you need assistance, contact our People & Talents team.