Spécialiste livraison et soutien / Delivery & Support Specialist - Unification

Genetec • Montreal, QC

7d • Onsite

About The Position

As part of the Unification Support Engineering team, the Delivery & Support Specialist is responsible for investigating and resolving complex technical issues related to Genetec Mission Control, the Genetec Mobile app, the Web app and the front-end side of other products and client-side applications. This role requires strong troubleshooting methodology, analytical thinking, and the ability to collaborate across Support, Development, and Product teams to drive timely and effective resolutions for customers. The ideal candidate combines strong technical depth with a structured, methodical approach to problem-solving and a customer-first mindset.

Requirements

• Bachelor’s degree in Software Engineering, Computer Engineering, Computer Science, Electrical Engineering, or equivalent practical experience
• Minimum of 2 years of experience troubleshooting Windows-based client/server software applications in enterprise environments
• Strong analytical thinking and structured troubleshooting methodology
• Exposure to software development concepts, debugging techniques, and diagnostic workflows
• Strong investigative and problem-solving skills with high attention to detail
• Flexible, with a proactive and “can-do” attitude
• Ability to manage multiple priorities, adapt to changing circumstances, and work effectively under pressure
• Self-motivated, proactive, and capable of working independently while collaborating effectively within a team environment
• Strong written and verbal communication skills
• Desire to continuously learn and evolve alongside changing technologies and products
• Ability to work with globally distributed teams
• Fluent in French and English, both verbal and written (this role requires interaction with our international collaborators and customers)
• Strong understanding of software architecture, system integration, and hardware infrastructure
• Strong understanding of networking fundamentals and protocols, including (but not limited to): TCP/IP, DNS, DHCP, VLANs, VPNs, NTP
• Experience using troubleshooting and log analysis tools
• Experience working with SQL databases and query analysis
• Familiarity with virtualization technologies and enterprise environments

Nice To Haves

• Experience with security systems: Access Control, Video Surveillance or Intrusion Systems
• Knowledge of the following technologies: Windows IOT, Azure, Virtualization
• Knowledge of Linux/Unix systems and command-line tools
• Industry certifications such as MCSE, CCNA, SQL Server or VMware certifications
• Knowledge of C# programming and debugging practices
• Experience with server virtualization platforms such as VMware or Hyper-V
• Experience with scripting or automation languages (PowerShell, Python, Bash, etc.)
• Fluency in Spanish
• French, Spanish, or additional languages are considered strong assets

Responsibilities

• Investigate, analyze, troubleshoot, and resolve complex issues involving Genetec Products, software applications, Mission Control, Mobile app and Web app, Windows operating systems, Networking infrastructure, SQL Server databases, and Hardware and virtualization environments.
• Perform structured root cause analysis and develop reproducible troubleshooting methodologies for complex customer environments.
• Collaborate closely with Development, QA, Product Management, and other Delivery teams to identify software defects, escalation paths, and long-term corrective actions.
• Identify recurring issues, trends, and systemic problems by analyzing incidents and customer environments, and provide actionable feedback to Development and Product teams.
• Create, maintain, and improve internal knowledge base articles (KBAs), troubleshooting guides, diagnostic procedures, and support tools.
• Clearly communicate technical findings, troubleshooting steps, and remediation plans to both technical and non-technical stakeholders.
• Maintain accurate and detailed case documentation within Genetec systems, including issue status, diagnostic findings, actions taken, and customer communications.
• Ensure customer SLA commitments are met through proactive follow-ups, timely updates, and effective case ownership.
• Contribute to product improvement initiatives by submitting well-documented bug reports, feature requests, and enhancement recommendations.
• Participate in on-call rotation and escalation coverage when required.
• Provide occasional remote or on-site technical assistance for high-priority customer issues.
• Continuously expand technical expertise and remain current with evolving technologies, products, and integrations.
• Identify and take ownership of cases requiring escalation (technically complex, strategic, high-profile, or long-running customer cases).
• Assist other teams within the organization with information sharing and technical coaching.
• Assist with the creation of technical documentation and knowledge base articles.

Benefits

• Attractive compensation package
• Training Tuition Reimbursement Program
• Work-life balance with a flexible working schedule
• Subsidized meals in our amazing Bistro (Les Cordons Bleus)
• Free, unlimited coffee and fruits
• Private, free parking for all employees
• Onsite fitness facility with personal trainer, and multiple wellness and health workshops

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level