Technical Support Specialist

Location: Pointe-Claire (Montreal), QC

VuWall Full-Time Hybrid / Shift-based Support

About VuWall

VuWall is a global leader in video wall control systems, offering a complete ecosystem of solutions to seamlessly manage visual information in mission-critical environments and decision centers.

Founded in 2009, VuWall is headquartered in Montreal (Pointe-Claire), Canada, with additional offices in Reutlingen, Germany, and Atlanta, USA. We've deployed over 5,000 projects across more than 45 countries, serving high-profile clients including NASA, the Canadian Space Agency, the US Department of Transportation, SNCF, Daimler, FIFA, and more.

About the Role

We are seeking a Technical Support Specialist to join our growing global team. In this role, you'll work closely with internal teams and customers to resolve technical issues, provide deployment support, and improve overall customer satisfaction. If you're passionate about AV/IT technology, problem-solving, and want to be part of a dynamic and fast-paced company, this is the opportunity for you.

Key Responsibilities

• Technical Issue Resolution: Work closely with the Technical Support Team to diagnose and resolve customer-reported bugs and technical issues. Use troubleshooting techniques to identify root causes and implement effective solutions, ensuring minimal disruption to the customer's operations.
• Customer Interaction: Serve as the primary point of contact for customer service tickets, providing timely and effective responses to inquiries and issues. Ensure customer concerns are addressed comprehensively and follow up to confirm satisfaction.
• Bug Reporting & Tracking: Create detailed and accurate bug reports in Jira, documenting the nature of the issues, steps to reproduce them, and proposed solutions. Track the progress of these issues to ensure timely resolution and communicate status updates to relevant stakeholders
• Internal Collaboration: Work in conjunction with the Software Quality Assurance (QA) team to reproduce and analyze bugs reported by customers. Assist in verifying bug fixes and improvements to ensure they meet quality standards before release.
• Knowledge Sharing: Contribute to the development of internal knowledge bases and support documentation. Share insights and solutions with the team to enhance collective expertise and improve support processes.

Requirements

• 0-5 years of customer support experience in the AV/IT industry.
• Strong knowledge of AV hardware (video walls, displays, encoders/decoders, etc.) would be considered an asset.
• Solid understanding of network protocols, security, and troubleshooting would be considered an asset.
• Excellent analytical and problem-solving skills.
• Clear and professional communication (written and verbal).
• Strong organizational and multitasking abilities.
• Multilingual (English, French, Spanish, etc.) is a plus.
• Flexible to work day, evening, or night shifts depending on support needs.
• Ability to assist QA with testing during low-ticket volume periods.

Why VuWall?

• Competitive salary and benefits package
• Work with cutting-edge tech in an innovative industry
• Growth-focused, collaborative work environment
• Inclusive, diverse, and multicultural team culture
• Exceptional company values and leadership