Technical Support Specialist

Technical Support Specialist 

Pointe-Claire - Permanent Hire - 60-100K (to be discussed depending on your skills and experience)

Our firm was created with the primary desire to positively impact people's lives. Because we care about your success, we create quality matches between great employers and employees. We offer personalized, niche and creative Talent Hunting services for Engineering and Executive functions.

High-Tech, Fast-Growing & International 

Our client Vuwall is a global leader in video wall control systems, providing a complete ecosystem of products and solutions recognized for easily managing visual information in work environments and strategic decision centers.

• Unified visualization & video wall control solutions for professional and mission-critical applications. 
• Seamlessly bridging AV, IT and IP systems to easily manage and control any visual content across any display or video wall.

Founded in 2009, they are a privately held company with its corporate headquarters located in Montreal (Pointe-Claire), Canada, its European headquarters in Reutlingen, Germany, and its US office in Atlanta, USA. With customers in over 45 countries, the company has deployed more than 5,000 projects in many Fortune 500 organizations, government agencies, and public utilities, transportation, and security companies. Among their clients are the US Department of Transportation, NASA, the Canadian Space Agency, the European Commission, Sydney Rail, Porsche, Daimler, L'Oréal, SNCF, FIFA, various government institutions, etc.

The VuWall Experience

• A transnational experience with a start-up vibe. 4 languages in use, in 4 countries location with many nationalities.  This environment offers different ways of thinking and working as each day may spice-up and brighten up your otherwise ordinary daily office life. 
• Entrepreneur spirit, dynamic team of professionals that are always available for help and support. 
• Evolve next to a humble, well-balanced, hands-on, smart and kind owner.
• Embrace diversity within an exceptional culture made of kind, respectful, talented, dedicated and passionate people.
• Competitive salaries and comprehensive benefits package.
• The opportunity to work with cutting-edge technology in a growing industry.
• A focus on professional growth. 

All this in a Professional Friendly and Dynamic Atmosphere

Exciting Challenges & Environment

Would you like to work in a large and bright open space with walls of screens around you, surrounded by a strong team of professional colleagues? 

As a Technical Support Specialist, you will play a crucial role in resolving technical issues, enhancing customer satisfaction, and contributing to our project deployments globally. You will work closely with various teams to address and resolve customer bugs, support deployments, and improve customers’ experience. Your role will require strong analytical skills, a deep understanding of AV and IT technology, and excellent communication abilities.

The company culture permits and encourages you to explore growth opportunities and promotions. If you demonstrate the skills you will be nominated to a manager position in a short / mid term horizon. 

Combine your passion, purpose and your knowledge.

Carry over your knowledge to a fast-growing company 

Do you have at least 2 years of experience and ideally max 5-8 years of experience in a Technical Support position and would like to grow with us? 

Be part of an exciting start-up vibe and achieve your full potential.

Typical Duties

Is it exciting and challenging for you to take care of the following : 

▪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 and 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.

▪ Global Project Deployment Support: Provide technical assistance and guidance for project deployments across various international locations. Coordinate with local teams and customers to ensure smooth installation, configuration, and operation of VuWall products.

▪  Documentation and Reporting: Maintain comprehensive records of customer interactions, technical issues, and resolutions. Prepare and present reports on common issues, customer feedback, and service performance metrics to management.

▪  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

▪  Minimum of 2 years of experience in customer service within the AV/IT industry (ideally).

▪  Strong knowledge of audio-visual hardware, including video walls, projectors, displays,

encoders and decoders.

▪  Extensive understanding of network connectivity, including protocols, security, and

troubleshooting. Ability to diagnose and resolve network-related issues affecting AV systems.

▪  Exceptional analytical and problem-solving skills with the ability to troubleshoot complex

technical issues.

▪  Excellent communication and collaboration skills with the ability to interact effectively with

internal and external stakeholders.

▪  Strong organizational and time management skills.

▪  Multilingual capabilities : English (mandatory 90% of clients), Spanish & French are considered an asset.

▪  Willing to travel occasionally (10-15%) to resolve technical issues or support customer.

deployments on-site (accross Canada, US, latin america - not mandatory - an asset).

▪  Willing to work different shifts (day, evening or night shifts) depending on internal team

schedule and customer support requests is an asset. The actual scedule is 9 to 5 but will also offer 11 to 7 in 2026. 

▪  Willing to occasionally help Software Quality Assurance team in testing when quantity of

support tickets is low.

 Additional skills

• Knowledge of WireShark and other networking tools to detect dropped frames, bad networks, network configurations, etc.
• Experience in programming languages C# C++, is desired but not necessary
• Knowledge of video walls, encoders/decoders and KVM is a plus 

Do you think you are a perfect fit ? 

We want to know you !