Senior Applications Engineer

You will work across three primary areas: Advanced Technical Support & Customer Escalations; Product & Pre-Sales Support; Product Development & Continuous Improvement. The formal MAD role specifically spans advanced customer support, pre/post-sales product questions and R&D product-development support.

Responsibilities

Investigate and resolve complex customer, networking and system-integration issues; Troubleshoot networked products involving LAN/WAN environments, DNS, NAT, firewalls, managed switches and related technologies; Work with Linux- and Windows-based systems; Review escalated technical issues and work directly with customers to gather information, diagnose problems and implement solutions; Support deployment, configuration and troubleshooting of integrated systems; Travel to customer sites in Canada and the United States when remote troubleshooting is insufficient; Read and interpret electrical schematics and wiring diagrams when troubleshooting integrated equipment; Serve as a technical resource for Product Management, Sales and Project Management; Respond to technical product, compatibility and application questions; Provide pre- and post-sales technical consultation to customers; Assist customers with networking, firewall, configuration, installation and product-usage questions; Help determine how products can be integrated into specific customer environments; Participate in new product development, prototyping, validation and testing; Bring customer and field experience into product-development discussions; Identify recurring product or support issues and recommend improvements; Produce or support technical drawings, schematics and system documentation; Develop troubleshooting guides, installation documentation, user manuals and technical procedures; Provide technical knowledge transfer and training to internal teams

Requirements

Degree in Electrical Engineering, Computer Science or a related technical discipline, or equivalent relevant experience; Approximately 8+ years of experience in advanced technical, systems, applications or engineering support; Strong networking knowledge including TCP/IP, LAN/WAN, DNS, NAT, firewalls, managed switches, and Ethernet; Hands-on experience working with Linux and Windows systems; Proven ability to diagnose and resolve complex technical and system-integration problems; Ability to read and understand network topology and system-integration diagrams; Ability to read and interpret electrical schematics and wiring diagrams; Experience working with ticketing and knowledge-management systems such as Jira and Confluence; Strong customer-facing communication skills; Ability to explain complex technical issues clearly to both technical and non-technical stakeholders; Strong research, analytical and root-cause problem-solving capabilities; Demonstrated initiative and the ability to take ownership of problems through resolution; Ability to work effectively across Engineering, Product, Sales, Project Management and customer organizations; Ability to travel approximately 15–20% within Canada and the United States

Nice to have

Experience supporting network-connected industrial, telecommunications, IoT, automation or other integrated hardware/software products; Experience working with electrical panels, controls or other embedded/integrated equipment; Familiarity with CAD or technical diagramming tools; French or Spanish language skills