Technical Support Engineer

at  Accuenergy Canada Inc

Job description
Accuenergy is a Toronto-based company dedicated to research, design and manufacturing of multifunction power meters and other instruments. We also provide advanced technological solutions for distribution and industrial power system automation.
Extraordinary outcomes need exceptional teams. We believe deeply in the power of a growth mindset for individuals and team development.
As a Technical Support Engineer at Accuenergy, customers will rely on your expertise.
This job requires the candidate to work in office, remote work is not available.

Responsibilities:

• Answer support calls/emails to provide technical assistance
• Troubleshooting Technical Issues
• Providing timely and accurate client feedback
• Creating procedural documentation for support
• Managing multiple cases at a time
• Follow up with clients to ensure issues are resolved
• Testing and evaluating products
• Simulating client issues in lab environment
• Host client meetings to provide training/troubleshooting
• Able to understand and implement multiple communication protocols (Modbus, BACnet, MQTT, Ethernet/IP, SNMP, etc.).
• Manage and perform tasks related to our Cloud based software.
• Work closely with R&D and Production team for technical training
• Work with R&D to improve product features and functionality
• Writing or editing product technical documents including user manuals and datasheets.
• Complete product configuration as needed
• Perform other duties as required

Candidate should have the following knowledge/skills:

• Strong interpersonal skills
• Attention to detail and good problem solving skills
• Ability to work in a fast-paced, multi-tasking environment
• Ability to utilize basic electrical equipment and various hand tools
• Ability to apply common-sense understanding to carry out simple one or two step instructions
• Ability to review, understand, and convey technical product information in an effective manner
• Ability to follow standardized procedures with no deviations or errors.
• Ability to work under little or no supervision
• Strong communication skills, in both verbal and written formats.
• Strong customer service skills
• Microsoft Office software knowledge, including Word, Excel and Outlook
• Capable of working in a team

Preferred Requirements

• Post-secondary education in a related technical field (e.g. electrical engineering, electrical technician/technologist) or other relative work experience
• Background in metering
• Experience in technical support

• Answer support calls/emails to provide technical assistance
• Troubleshooting Technical Issues
• Providing timely and accurate client feedback
• Creating procedural documentation for support
• Managing multiple cases at a time
• Follow up with clients to ensure issues are resolved
• Testing and evaluating products
• Simulating client issues in lab environment
• Host client meetings to provide training/troubleshooting
• Able to understand and implement multiple communication protocols (Modbus, BACnet, MQTT, Ethernet/IP, SNMP, etc.).
• Manage and perform tasks related to our Cloud based software.
• Work closely with R&D and Production team for technical training
• Work with R&D to improve product features and functionality
• Writing or editing product technical documents including user manuals and datasheets.
• Complete product configuration as needed
• Perform other duties as require