Technical Support Representative

RBR; Ottawa; On-site; CAD 50,000 - 65,000; Full time

Benefits offered by this job

20 days vacation

RRSP matching

Annual fitness reimbursement

Weekly lunches

Team events

Collaborative work environment

Impact on climate science

Job summary

RBR in Ottawa, Canada, seeks a Technical Support Representative to assist scientists and engineers worldwide by resolving inquiries and troubleshooting oceanographic instruments. You’ll think critically, apply measurement science knowledge, and solve problems without predefined answers, collaborating with R&D, Production, and Sales to support customers and research.

You’ll join a proactive team that values communication, problem-solving, and continuous improvement, with opportunities to grow in

Qualifications

• Bachelor's degree in Science, Engineering, or Environmental Science.
• Experience in a customer support or technical role.
• Strong verbal and written communication to explain technical concepts.
• Experience analyzing, summarizing, and documenting technical issues.
• Proactive problem solver focused on customer success.
• Ability to analyze environmental data and troubleshoot instruments.
• Excellent organizational and time management skills.
• Tech-savvy and eager to learn new systems.

Responsibilities

• Provide exceptional and responsive technical support via email, phone, and video for instrument deployment, configuration, and data analysis.
• Coordinate RMAs for repairs or calibrations, including quotes and timelines.
• Improve user manuals, application notes, and procedures for clarity and ease of use.
• Collaborate across teams to troubleshoot instruments and prepare detailed failure reports with R&D, Production, and Service teams.
• Build deep knowledge of all RBR products to support customer research and satisfaction.

Skills

Customer support

Technical troubleshooting

Strong communication

Data analysis

Documentation

Time management

Problem solving

Environmental data analysis

Education

Bachelor's degree in Science/Engineering/Environmental Science

Tools

Jira

Confluence

Salesforce

Microsoft Dynamics 365 BC

Front

Job description

At RBR, we've been designing cutting-edge instruments to measure our blue planet for over 50 years. Built to withstand 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 weekly lunches to social events, we're a crew that thrives on complex, exciting challenges that have a meaningful impact on the blue planet! Ready to make waves with us?

About the Role

As a Technical Support Representative at RBR, you will work as part of the Technical Support team to help scientists and engineers worldwide by resolving technical inquiries and troubleshooting oceanographic instruments. This isn't a script-and-close support role, every customer works in a different environment, so you'll need to think critically, apply real measurement science knowledge, and work through problems that don't come with a predefined answer. We're looking for a proactive communicator with a knack for problem-solving and a genuine curiosity for measurement science.

This role would be great for a recent graduate or early-career professional who 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,

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, Microsoft Dynamic Business Central, Front, or similar tools
• Background in Oceanography or Environmental Science
• Experience writing technical documentation and communications
• Familiarity with calibrating or repairing scientific instruments

Salary range: $50,000-$65,000

The final salary and job level will depend on your experience and qualifications. We know great talent shows up at different points in a career - whether you're earlier in your journey or bring senior-level experience, we encourage you to apply. Depending on fit, the role level may shift accordingly.

Why you’ll love working at RBR

• 20 days of vacation, plus a company-wide holiday shutdown and paid sick days
• Benefits from day 1 & RRSP contribution matching
• Annual fitness reimbursement program
• Weekly lunches (on us!)
• Team events and social activities
• Collaborative, supportive work environment
• Direct impact on climate science and ocean research

At RBR, we celebrate and support diversity in our workplace. As an equal-opportunity employer, we welcome people from all backgrounds and aim to find the most talented person for each role. Accommodations are available upon request at every stage of the selection process.

AI statement:

At RBR, we may use artificial intelligence (AI) tools during parts of our hiring process. These tools may be used to support note-taking, scheduling, and/or organizing candidate information. Final hiring decisions are made by our people.

• Purpose-driven customers – Partner with organizations making a meaningful difference in science, sustainability, and the world
• Make a real impact – Contribute to a business that's growing internationally and whose products are used in groundbreaking climate science, resource management, and exploration
• Innovative and supportive culture – Work in a collaborative environment where sales, engineering, production and the rest of our teams work together to drive success
• Travel to some of the world's leading research labs and coastal sites, supporting customers who are working to understand and protect our planet

The RBR mindset

• Passion for environmental impact and climate science
• Loves solving unique technical challenges
• Collaborative spirit with interrupt-driven adaptability
• Creative and resourceful approach to problem-solving
• Enjoys unique design challenges and innovative solutions
• Interest in precision instrumentation and scientific accuracy
• Embraces new technologies and modern development approaches