Device Technology Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Device Technology Technical Support Specialist based in Canada.

This is an opportunity to provide hands-on technical expertise across modern print, document, and workflow technologies in a customer-focused environment. You will support the implementation, configuration, troubleshooting, and optimization of solutions spanning hardware, software, networks, cloud services, and business workflows. Working closely with customers, channel partners, vendors, and internal specialists, you will help ensure reliable deployments and high-quality technical support. The role combines field-service expertise with solution implementation, training, documentation, and continuous improvement. You will have significant autonomy in managing technical cases while collaborating on complex issues and strategic projects. This fully remote position offers variety, customer interaction, and regular travel across Canada.

Accountabilities

• Solution implementation and support: Configure, implement, test, upgrade, and support print, scan, fax, document management, secure-print, document-capture, print-management, and workflow solutions.
• Technical troubleshooting: Diagnose and resolve issues involving hardware, software, connectivity, networks, operating systems, applications, cloud services, and business workflows, ensuring cases are thoroughly documented and followed through to resolution.
• Installation and deployment: Support customer installations, upgrades, configuration activities, testing, post-implementation support, and on-site technical requirements when needed.
• Case and escalation management: Prioritize technical cases, coordinate complex issues with internal specialists, manufacturers, vendors, and subject-matter experts, and ensure appropriate communication and follow-up.
• Customer and partner support: Provide timely, professional technical assistance to customers, channel partners, and internal teams, while participating in customer meetings, technical reviews, implementation planning, and solution discussions.
• Training and knowledge sharing: Deliver product, solution, and troubleshooting training and create practical technical documentation, configuration guides, knowledge articles, and troubleshooting procedures.
• Continuous improvement: Identify recurring technical issues, perform root-cause analysis, and recommend improvements to products, processes, documentation, standards, and support practices.
• Administration and compliance: Maintain accurate records of support activity, projects, training, escalations, resolutions, and follow-up actions while complying with customer policies, security requirements, safety procedures, service standards, and escalation processes.
• Technology awareness: Stay current with relevant developments in print technology, cloud services, cybersecurity, networking, document workflows, and technical-support practices.

Requirements

• Experience: 5+ years of experience in field service, technical support, systems administration, or solution implementation, preferably involving office toner-based equipment.
• Print and workflow expertise: Experience supporting print management, managed print, document workflows, business-process solutions, or enterprise content-management environments.
• Device knowledge: Strong understanding of multifunction printers, print drivers, print servers, scanning, faxing, secure print, fleet management, document capture, and workflow technologies.
• IT fundamentals: Working knowledge of Windows desktop and server environments, Microsoft Office, networking, TCP/IP, authentication, cloud-based services, and foundational security concepts.
• Technical problem-solving: Demonstrated ability to troubleshoot complex technical issues, manage multiple support cases, prioritize effectively, and independently drive problems through to resolution.
• Implementation skills: Experience with solution configuration, testing, deployment, upgrades, and post-implementation support.
• Training and documentation: Ability to deliver technical demonstrations and training and translate technical information into clear documentation and knowledge-transfer materials.
• Communication: Strong written, verbal, and interpersonal skills, with the ability to explain technical concepts clearly to non-technical audiences.
• Collaboration: Comfortable working with customers, channel partners, vendors, internal technical teams, and other cross-functional stakeholders.
• Customer orientation: Strong relationship-building skills and a commitment to delivering responsive, professional, and high-quality customer experiences.
• Work style: Able to work independently in a remote environment, manage priorities effectively, and travel regularly for customer and on-site requirements.

Benefits

• Competitive salary: CAD $80,000-$97,000 annual base salary, depending on qualifications and relevant experience.
• Performance bonus: Eligibility for an annual performance-based bonus under the applicable corporate performance plan.
• Comprehensive health coverage: Extended health, dental, and vision benefits.
• Retirement benefits: Defined contribution pension plan.
• Paid time off: Paid vacation, personal days, and sick days.
• Wellness support: Access to wellness programs designed to support overall employee well-being.
• Product discounts: Employee discounts on company products.
• Remote work: Fully remote position within Canada.
• Flexible working environment: Standard 37.5-hour workweek, with occasional overtime when business needs require it.
• Travel variety: Regular travel provides opportunities to work directly with customers and partners across different environments.