Support Engineer – Remote (Toronto Candidates)

About the role

We are looking for a customer‑focused Support Engineer to provide technical assistance for a suite of software and hardware solutions deployed globally. The role is remote, but candidates must be based in Toronto. You will ensure system stability, respond to incidents, and deliver an exceptional customer experience while becoming a subject‑matter expert across multiple products.

Key responsibilities

• Monitor system alerts, create and manage tickets, and perform Level 1‑2 troubleshooting; escalate complex issues as needed.
• Diagnose and resolve software, hardware, networking, and performance problems on Windows, Linux and edge‑computing environments.
• Provision, stage, configure and deploy hardware and software, including OS builds, firmware updates and application installations.
• Coordinate hardware replacements, warranty returns (RMA) and component swaps while maintaining build standards.
• Maintain accurate inventory records, track equipment lifecycle and support inventory audits.
• Document incidents, resolutions and create SOPs, troubleshooting guides and knowledge‑base articles.
• Participate in on‑call rotation to support critical production incidents outside regular business hours.

Required profile

• Strong analytical and troubleshooting abilities with excellent attention to detail.
• Ability to manage multiple priorities in a fast‑paced environment.
• Customer‑oriented mindset and effective communication skills.

Required skills

• Windows and Linux operating systems.
• Networking and connectivity diagnostics.
• Hardware troubleshooting (servers, media players, displays, kiosks, peripherals).
• Content management systems, digital media platforms and CCTV systems.
• OS provisioning, firmware updates and application deployment.
• Experience with ticketing platforms and remote support tools.