Technical Support Specialist

DefineHR Inc - 6 Jobs

Richmond Hill, ON

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Posted today

Job Details:

Remote

$80,000 - $90,000 / year

Full-time

Entry Level

Our client is an established industrial automation and equipment manufacturer supporting complex production systems across North America and internationally. They're looking for a Technical Support Specialist to provide remote technical support, troubleshoot equipment and automation issues, and help customers maximize the performance and reliability of their production systems.

We are looking for a technically strong, customer-focused automation professional who enjoys troubleshooting and problem-solving. Someone who can confidently diagnose issues remotely, work across PLCs, networks, drives, and electrical systems, and communicate solutions clearly to customers and field service teams.

Key Responsibilities

Serve as primary technical contact for customers needing remote equipment and automation support
Analyze alerts, anomalies, and performance issues to identify root causes and potential failures
Perform remote diagnostics and provide corrective actions or temporary workarounds
Prioritize incidents based on urgency and operational impact
Prepare proactive equipment health and performance reports for customers
Develop and improve procedures for alert classification, response, documentation, and escalation
Support and improve connected-service and remote-monitoring tools
Coordinate with field service teams when onsite intervention is required
Identify service or retrofit opportunities and coordinate with internal teams
Develop and implement automation programs for smaller retrofit projects completed remotely
Participate in on-call support and operational reporting
Visit customer facilities for equipment assessments and production-line health checks (approx. 20%)

Qualifications

Diploma in Electrical Engineering Technology, Automation & Robotics Technology, or equivalent
2-5+ years of relevant technical support, service, or automation experience
Hands-on experience with industrial automation platforms: Siemens STEP 7, TIA Portal, and/or Rockwell
Knowledge of industrial networks including Ethernet and Profibus
Experience with industrial drives (SEW, Siemens)
Ability to read and interpret electrical, pneumatic, and mechanical schematics
Strong troubleshooting, diagnostic, and organizational skills
Customer-focused and solution-oriented
French language skills an asset
Legally authorized to work in Canada without sponsorship

Compensation

$70,000 to $90,000/year, based on experience. Open to hearing from those outside of the range.

Why This Is a Great Opportunity

Full mix of automation, troubleshooting, customer support, and continuous improvement
Solve complex equipment issues and proactively identify potential failures
Support retrofit projects and shape the tools and processes used to support customers
Established manufacturer with customers across North America and internationally

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Frequently Asked Questions

What will I be doing as a Technical Support Specialist in this role?

You’ll serve as the primary remote technical contact for customers, analyze alerts and performance issues, perform remote diagnostics, provide corrective actions, and coordinate with field service teams when onsite intervention is needed.

What kind of systems and tools should I be comfortable with for this job?

The role requires hands-on experience with industrial automation platforms like Siemens STEP 7, TIA Portal, and/or Rockwell, knowledge of Ethernet and Profibus networks, and the ability to read electrical, pneumatic, and mechanical schematics.

Where is this job located and what are the work location details?

This position is based in Richmond Hill, ON, and involves occasional site visits for equipment assessments and production-line health checks (approximately 20% of the time).

What is the compensation for this role?

Compensation is listed as $70,000 to $90,000 per year, based on experience, with openness to candidates outside the range.

What qualifications are required for the Technical Support Specialist role?

A diploma in Electrical Engineering Technology, Automation & Robotics Technology, or equivalent, plus 2–5+ years of relevant experience, and experience with industrial drives (e.g., SEW, Siemens) and industrial networks.

What opportunities for growth and impact does this role offer?

The role includes developing and improving procedures for alert classification and escalation, supporting and improving remote-monitoring tools, and participating in retrofit projects and continuous improvement initiatives.