Sr Technical Support Representative

Join the company and be a Force for Good.

At the company, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at the company is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

The Technical Support Representative provides first class technical support to the company Fusus customers through multiple communication channels which include phone, email and chat. This is a customer-focused, technical, hardware, and software-related support position with responsibilities for meeting or exceeding performance and quality goals.

What You’ll Do

Location: Remote out of Canada

Reports to: Senior Manager, Technical Support

• Become an expert on the company Fusus solution that includes all available apps, APIs, and new development roadmap

• Work with various industry standard Video Management Systems (VMS), IP Cameras, and Linux networking tools

• Work with the Implementation team to assist with the geospatial setup of customer locations

• Respond to and resolve inbound Customer support requests through email and telephone

• Troubleshoot Customer support issues and follow the company Fusus escalation policy

• Document all work completed within the company Fusus CRM support tool

• Participate in the company Fusus sponsored training and certifications to advance technical skills.

What You Bring

• 1 years experience working in information systems and networking

• Analytical thinker who problem-solves systematically to find resolutions

• Strong knowledge of enterprise network equipment (routers, firewalls, tunnels), configuration, and data flow required

• Experience with security camera systems, VMS, DVR, and NVR solutions is strongly desired

• Completion of or working toward a college degree in a technical discipline

• Certifications such as Network+, Security+, Linux+

• RCMP Clearance

Benefits that Benefit You

• Competitive salary and 401k with employer match

• Discretionary paid time off

• Paid parental leave for all

• Medical, Dental, Vision plans

• Fitness Programs

• Emotional & Mental Wellness support

• Learning & Development programs

• Employee Resource Groups (ERGs)

• And yes, we have snacks in our offices

Benefits listed herein may vary depending on the nature of your employment and the location where you work.

The company’s hourly pay philosophy is made up of base pay and bonus. The actual hourly pay is dependent upon many factors such as: level, function, training, transferable skills, work experience, business needs, geographic market, and often a combination of all these factors. Our benefits offer an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life. To see more details on our benefits offerings please visit [link for members] .

Base Pay Range

$24.34 — $38.94 CAD

Don’t meet every single requirement? That's ok. At the company, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

We collect personal information from applicants to evaluate candidates for employment. You may request access, deletion, or exercise other CCPA rights at  [link for members]  or via our  the company Privacy Web Form . For more information, please see the Your California Privacy Rights section of our  Applicant and Candidate Privacy Notice.

The company’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as the company’s impact on the environment. All the company employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. The company employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [link for members]  Please note that this email address is for accommodation purposes only. The company will not respond to inquiries for other purposes.

Phishing alert:  the company will never ask you to pay for any part of the hiring process, including training, equipment, or background checks. We do not make job offers via text message, WhatsApp, or instant messaging platforms without a formal interview process.  All legitimate job openings are listed on our official careers page at [link for members] .  If you receive a suspicious offer or outreach from an email address that is not [link for members] , or if you are asked for sensitive personal information (bank details, Social Security Number) prematurely, please ignore the message and report it to [link for members] .