Support and Quality Assurance Specialist

Teldio is seeking a technically skilled, customer-focused team member to join our Support team in a hybrid role that bridges hands-on support and proactive quality assurance.

This is not your average support position. Youll work directly with partners and customers during software deployments that integrate two-way radios, video management systems (VMS), access control, and other physical security infrastructure. But youll also take those frontline insights and use them to define test cases, design repeatable QA procedures, and help the product team ensure a high-quality, low-defect experience for future installs.

If youre someone who thrives on solving problems, enjoys diverse technology environments, and wants to shape better products through smarter testing, this could be a great fit.

What you will be doing:

Customer Support Responsibilities

• Guide partners, customers, and internal teams through technical software installs, upgrades, and issue resolution.
• Use diagnostic tools and your technical intuition to troubleshoot issues involving radios, VMS, access control, networks, and I/O systems.
• Maintain detailed records of support interactions using company tools to ensure visibility and continuity across the team.
• Handle multiple ongoing customer deployments or issues with minimal supervision.
• Write and maintain knowledge base articles and support documentation to reduce future escalations.

Quality Assurance & Testing Responsibilities

• Design and execute test cases for new features, system integrations, and product updates.
• Define and document acceptance criteria for product releases in collaboration with the engineering and product teams.
• Proactively identify edge cases and scenarios that should be covered in regression or integration testing.
• Maintain and evolve internal QA procedures to reflect real-world customer environments and reduce recurring support issues.
• Assist in root cause analysis and defect reproduction during post-incident reviews.

Cross-Functional & Process Contributions

• Help optimize internal deployment and support processes for efficiency and quality.
• Support other internal teams (Sales, Operations) by providing technical insight or field knowledge where needed.
• Contribute to team-wide initiatives to improve customer experience and reduce time-to-resolution.
  

What were looking for:

Required Traits and Skills

• Strong ownership mindset: you see problems through to resolution.
• Excellent troubleshooting and diagnostic skills across networking (LAN/WLAN, TCP/IP), I/O, serial comms, and systems integration.
• High comfort level with Linux environments and tools.
• Clear and professional communicatorable to adapt style based on audience technical level.
• Able to absorb broad technical knowledge and apply it situationally.
• Self-motivated and comfortable working both independently and within a collaborative team.

Preferred Experience

• 2+ years in technical support, QA, or systems integration environments.
• Experience with physical security systems such as VMS, access control, and two-way radio networks is a strong asset.
• Familiarity with writing or maintaining technical documentation and test plans.
• Bonus: any experience with scripting (Bash, Python) or test automation frameworks.

Role Logistics:

• This is primarily an on-site position in Ottawa, with hybrid flexibility as experience and independence grow.
• Occasional travel may be required for customer deployments or training.

Perks and Benefits:

• Medical coverage for medical, dental, and vision
• Flexible work hours and PTO (vacation and sick days)
• A collaborative, tight-knit team solving meaningful technical problems
• Opportunities to learn from and work with innovative companies across physical security, communications, and IoT

Principals only - no agencies / recruiters