Senior Applications Specialist

MAD Elevator Inc • Mississauga, ON

16h • CA$100,000 - CA$120,000 • Onsite

About The Position

The Senior Applications Specialist will work across three connected areas: providing advanced technical support for customer issues and escalations, owning post-sales and pre-sales product questions, and contributing to R&D product development through documentation, drawings, schematics, and validation support. The ideal candidate is a proactive, adaptable, and technically skilled professional who can independently resolve complex customer and product issues while supporting continuous product improvement. They possess a strong troubleshooting mindset, excellent research and analytical skills, and the ability to balance multiple priorities in a fast-paced environment. Organized and proactive, they can anticipate needs, gather information from multiple sources, and collaborate effectively across teams to drive solutions and support business objectives. Success in this role requires strong customer focus, sound technical judgment, and the ability to work effectively with minimal supervision.

Requirements

• A Degree in Electrical Engineering, Computer Science, or related technical discipline or equivalent relevant experience
• Minimum 8 years of experience in advanced systems engineering support, focusing on complex technical problem resolution
• Strong networking fundamentals (LAN, WAN, NAT, DNS, firewalls, managed switch, etc.)
• Hands-on experience with Linux and Windows
• Demonstrated ability to diagnose sophisticated technical issues and implement effective solutions
• Ability to read and create network and system diagrams (topology, connectivity, and integration diagrams)
• Ability to read and interpret electrical schematics and wiring diagrams to support troubleshooting and customer communication
• Experience with issue tracking tools (e.g., Jira) and knowledge base (e.g., Confluence)
• Ability to work collaboratively with cross-functional teams
• Willing to adapt to evolving technologies and industry standards
• Thoroughness and attention to detail in all aspects of work, including documentation
• Excellent written and verbal communication skills for documentation, training, and customer interaction
• Willing and able to travel within Canada and USA
• Able to travel at least 15%
• Clear Background Checks – Criminal (required)
• Eligible to work in Canada

Nice To Haves

• Working knowledge of diagramming/CAD tools is an asset

Responsibilities

• Analyze complex customer, networking, and system integration issues to identify root causes and implement effective technical solutions.
• Manage the deployment and configuration of integrated systems, ensuring optimal performance and reliability.
• Travel to customer sites in Canada and the US for advanced troubleshooting and on-site support.
• Provide post-sales customer support, including consultation on product configuration, installation, and usage.
• Own and respond to product and pre-sales questions from Product Management and Sales through the proper channels.
• Provide pre-sales support, including customer consultation related to networking, firewalls, etc.
• Collaborate with customers, Sales, Project Management, and engineering teams to gather and prioritize product requirements, ensuring alignment with market needs and customer expectations.
• Contribute to product development and new product initiatives.
• Produce drawings and schematics to support product development, configuration, and field use.
• Support prototyping, validation, and product testing activities.
• Analyze recurring product issues and support ticket trends to identify opportunities for product and quality improvements.
• Create and maintain product documentation (user manuals, troubleshooting guides, installation and commissioning guides, and standard operating procedures) and train internal technical support as appropriate.
• Develop and maintain product documentation and provide knowledge transfer and training to internal teams as appropriate.
• Other duties as assigned.
• Able to lift up to 15 lbs; may work in hot areas 5%, noise 0%.
• Ensure adherence to Health and Safety as well as active participation in 5S activities in the work area.

Benefits

• Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree