Presales Specialist

Algo Communication Products Ltd.•Burnaby, BC

52d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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