Presales Specialist at Algo Communication Products Ltd.

Burnaby, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

19 Jun, 26

Salary

70000.0

Posted On

21 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Pre-Sales Solution Design, Technical Support, Customer Care, VoIP, Analog Audio Equipment, IP Networking, TCP/IP, DHCP, DNS, VLANs, System Architectures, Product Selection, Technical Documentation, Problem Solving, Communication, Organization

Industry

Telecommunications

Description

Algo is looking for a talented, energetic individual with a dedication to customer success to join our growing team in Burnaby, B.C. Your role as a Technical Support Specialist will include all aspects of customer care including pre-sale and post-sale technical support by telephone and email. Support issues can relate to specific product software features, inter-operation with third-party equipment, network problems, or hardware issues. You will also be performing and developing testing procedures. A frequent request for assistance involves IP voice paging using network speakers and/or connecting existing analog paging amplifiers to the customer network. Expertise in both VoIP and analog audio equipment would be extremely helpful. As a product expert you will also provide assistance to the Algo sales force with pre-sales solution design and development of documentation including user manuals, application notes, and installation guides. Core Responsibilities: Pre-Sales Solution Design & Support Deliver timely pre-sales technical support via phone, email, and ticketing systems while maintaining a high standard of customer service, responsiveness, and professionalism Collaborate with the sales team to understand customer requirements and propose appropriate technical solutions Design and recommend system architectures for IP audio/video and paging deployments Assist in product selection, compatibility validation, and integration planning Participate in customer calls, demos, and technical discussions to support the sales process Perform ad hoc lab testing to reproduce customer-reported issues and validate potential solutions, collaborating with engineering and QA as needed to support issue resolution and product improvement Product Expertise & Consultation Act as a subject matter expert on Algo products, features, and use cases Provide guidance on best practices for deployment, configuration, and optimization Stay current on product updates, industry trends, and competing technologies Technical Documentation Create, review, and maintain technical documentation, including user manuals, application notes, FAQs, and installation guides Contribute to internal knowledge bases and troubleshooting resources Cross-Functional Collaboration Work closely with engineering, product management, and sales teams to relay customer feedback and improve products Provide input on feature requests and product enhancements based on customer needs Support internal training for sales and support teams on new products and features Required Skills Qualifications Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education. 2+ years of technical support experience Strong understanding of IP networking fundamentals (TCP/IP, DHCP, DNS, VLANs, etc.) Ability to design and articulate technical solutions based on customer requirements Excellent communication and presentation skills, with the ability to explain technical concepts to both technical and non-technical audiences Strong problem-solving skills with the ability to assess customer environments and recommend appropriate solutions Ability to collaborate effectively with sales, product, and engineering teams Highly organized with the ability to manage multiple opportunities and priorities in parallel Valuable Skills and Experiences: Experience supporting pre-sales activities such as solution design, product demonstrations, or technical consultations Familiarity with VoIP technologies (SIP, RTP, codecs) and IP-based communication systems Experience designing or deploying IP audio, paging, or communication systems Technical writing experience Understanding of hardware and electrical circuits Retail or customer service experienc Commercial/Professional audio background Fluency in French or Spanish is an asset An ideal candidate should have a keen interest in solving problems and enjoy working directly with customers. In addition, the candidate should express excellent organizational, administrative, communication, skills. This is a full-time position working from our 4500 Beedie Street Burnaby B.C. facility. We offer a competitive salary commensurate with experience and qualifications along with group medical and dental benefits. The pay range for this role is: 60,000 - 70,000 CAD per year (Canadian HQ)

Responsibilities

Core responsibilities involve delivering timely pre-sales technical support, collaborating with sales to design appropriate technical solutions, and acting as a subject matter expert on company products for deployment guidance. The role also requires creating and maintaining technical documentation like user manuals and application notes.