Senior Technical Support Specialist

Senior Technical Support Specialist

Teldio is looking for a highly skilled and experienced Senior Technical Support Specialist to lead the day‑to‑day operations of our Support team. In this role, you will serve as the primary escalation point for complex technical issues, guide team members in troubleshooting, and ensure our partners and customers receive exceptional service. You will combine deep technical knowledge — particularly in two‑way radio systems, Motorola radio programming, and computer networking — with strong communication and leadership abilities.

This is a hands‑on, high‑impact role suited for someone who thrives in fast‑paced, high‑pressure environments and takes proactive ownership of problems until they are fully resolved.

• Lead the day‑to‑day activities of the Technical Support team, ensuring efficient workload distribution and timely responses.
• Serve as the primary escalation point for complex technical issues involving radios, VMS, access control, networking, and software deployments.
• Provide guidance, training, and mentorship to support team members, helping develop their technical and communication skills.

• Respond to user requests for technical assistance via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, radio, and network‑related problems affecting Teldio applications and supported systems.
• Guide users through troubleshooting steps and provide clear explanations suitable for both technical and non‑technical audiences.
• Reproduce issues in test environments to identify root causes and validate reported problems.

• Diagnose and resolve the most challenging technical issues across radio networks, Motorola MOTOTRBO programming, IP networking, Linux systems, and integrated physical security platforms.
• Work directly with partners and customers to guide them through complex deployments, configurations, and issue resolution.
• Communicate solutions clearly to both technical and non‑technical audiences, ensuring understanding and confidence.
• Maintain composure and make sound decisions under high‑pressure, time‑sensitive situations.

• Identify recurring issues and propose improvements to products, support workflows, and deployment best practices.
• Collaborate closely with Engineering, QA, Sales, and Operations teams to relay field insights, track escalated issues, and support cross‑department initiatives.
• Contribute to improving response times, product reliability, and overall customer experience.

• Bachelor’s Degree in Computer Science.
• Minimum 2 years in technical support in radio communications systems. Experience in Motorola MOTOTRBO systems strongly preferred.
• Proven leadership and technical support team management experience of at least 3 staff members.
• Expert troubleshooting ability across:
  • Two‑way radio systems and Radio over IP (RoIP)
  • Motorola radio programming (CPS, codeplugs, MOTOTRBO infrastructure)
  • Networking (LAN/WLAN, routing, switching, TCP/IP, VPNs)
  • Linux OS and command‑line tools
• Deep understanding of computer networking protocols, including TCP/UDP, MQTT, Modbus, SMTP and IMAP, and other application‑layer technologies relevant to system integration and radio/IP communications.
• Ability to program in JavaScript and Java.
• Write and edit shell scripts in Bourne Again Shell scripting language.
• Exceptional communication skills, capable of simplifying complex concepts and leading conversations with customers, partners, and internal teams.
• Proactive, resourceful, and calm under pressure, especially during high‑severity incidents or time‑critical situations.
• High attention to detail, especially in documentation and knowledge sharing.

• Full‑time permanent position.
• On‑site role in Ottawa (Kanata), Ontario.
• Occasional travel may be required for deployments, training, or partner support.
• Language of work:
  English.

• Salary: $69,500 to $90,000 per annum.
• Eligible for a discretionary annual bonus based on individual performance and company results.
• Comprehensive medical and dental coverage.
• Flexible work hours and PTO.
• A collaborative, supportive environment working with modern communications and physical security technologies.

We are an equal opportunity employer committed to diversity and inclusion in the workplace.

Principals only - no agencies / recruiters.