Support Engineer (Remote – Toronto Candidates Only)

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 worldwide. The role is remote, but candidates must be based in Toronto. You will become a subject‑matter expert across multiple products, handling incidents, troubleshooting complex issues, and ensuring system stability.

Key responsibilities

• Monitor system alerts and respond via a ticketing platform, meeting SLA targets.
• Perform Level 1‑2 troubleshooting on Windows, Linux, networking, and edge‑computing environments; support Level 3 as expertise grows.
• Diagnose and resolve software, hardware, and performance issues for servers, media players, displays, kiosks, and CCTV devices.
• Provide remote support to customer sites, field technicians, and internal help desks.
• Assist with hardware provisioning, staging, configuration, firmware updates, and OS builds.
• Manage inventory, track hardware lifecycle, and support warranty returns (RMA).
• Document incidents, create SOPs, and contribute to knowledge‑base articles.
• Participate in on‑call rotation for critical incidents outside business hours.

Required profile

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

Required skills

• Windows operating system
• Linux operating system
• Network diagnostics and troubleshooting
• Hardware troubleshooting (servers, media players, displays, kiosks, CCTV)
• Content management systems and digital media platforms
• Firmware and OS build deployment
• Ticketing systems and SLA management