Job Description
Position Summary
The Advanced Technical Support Specialist is a senior individual-contributor role within the MDT Technical Support organization. The position retains the full frontline responsibilities of a Technical Support Specialist while adding advanced software troubleshooting, software development, integration, deployment, escalation, and Support engineering responsibilities. The role is intended as a technical career progression for Support employees who demonstrate the capability to operate beyond standard troubleshooting and configuration.
The position participates in the MDT 24/7/365 rotating Support schedule and remains Support-first. It may be filled by an employee located in either Canada or the United States. Employment classification, compensation, benefits, and other employment terms are determined based on the employee's country of employment, applicable requirements, and company policies.
Key Responsibilities
• Perform all core responsibilities of the Technical Support Specialist role, including Talkdesk coverage, Salesforce case ownership, remote troubleshooting, customer communication, P1 & P2 case response, and participation in the 24/7/365 Support rotation.
• Act as an advanced technical escalation resource for Technical Support Specialists and assist with complex controls, software, networking, communications, configuration, and deployment issues.
• Design, configure, test, deploy, and troubleshoot advanced MDT software configurations and non-standard field deployments.
• Independently set up and operate simulation and test environments for troubleshooting, software and configuration testing, issue reproduction, and validation.
• Support Software QA, Engineering, Quality, and Production with specialized testing and documented validation activities requiring advanced software, controls, configuration, or system-level knowledge.
• Support special projects, prototype or new-product validation, system commissioning, and advanced Engineering QC activities when assigned, following established test requirements and documenting results.
• Provide onsite technical support, training, and knowledge transfer to Production personnel for MDT software setup, configuration, testing, troubleshooting, and commissioning when the role is based at a company facility.
• Configure and troubleshoot advanced communications, data interfaces, and system integrations between MDT products and third-party systems or equipment.
• Support advanced software and data integrations across MDT products, customer environments, cloud services, and third-party systems where applicable.
• Configure, validate, and support complex or non-standard software deployments, system architectures, and operational configurations.
• Write, review, test, and maintain software, scripts, utilities, integrations, or automation used to support deployment, diagnostics, troubleshooting, or Support operations.
• Use AI-assisted development tools where appropriate while remaining responsible for understanding, validating, testing, documenting, and supporting the resulting work.
• Work closely with the Software Development Manager and Software QA Manager to follow approved coding, source-control, testing, security, QA, and release practices.
• Participate in targeted Strike Team activities involving software bugs, advanced troubleshooting, reproduction, testing, configuration, limited development, and deployment validation.
• Work with Azure DevOps work items when assigned or when the Support/Software workflow requires it, including providing technical evidence and maintaining appropriate work-item updates.
• Identify repetitive Support activities that can be simplified or automated and develop reusable Support tools, diagnostic utilities, configuration aids, or processes.
• Document advanced solutions and transfer knowledge to the broader Support team so advanced specialists do not become knowledge silos.
• Help distinguish configuration, deployment, environment, hardware, communications, and software defect issues before escalation to core Software Development.
Qualifications
• Demonstrated advanced technical support and troubleshooting capability across software, controls, networking, communications, and field systems.
• Demonstrated software development or coding capability and ability to understand, modify, test, and support technical solutions.
• Ability to independently work through complex integration and deployment requirements from problem definition through configuration, testing, implementation, and documentation.
• Ability to work effectively with Software Development, QA, Engineering, and Support teams while maintaining Support operational priorities.
• Ability to mentor and assist other Support Specialists through advanced technical issues without requiring formal people-management authority.
• Ability to work within a 24/7/365 rotating support schedule, including assigned nights, weekends, and holidays.
Education / Experience / Knowledge & Skills
• Technical diploma, degree, certification, or equivalent practical experience in computer science, software development, information technology, electronics, instrumentation, automation, or a related technical field.
• Proficiency in one or more relevant programming or scripting languages such as C#, Python, PowerShell, JavaScript, or comparable technologies.
• Working knowledge of APIs, data formats, source control, development workflows, and software testing practices.
• Experience with industrial communications, system integration, data interfaces, and advanced software configuration.
• Strong understanding of Windows systems, networking, IP communications, services, ports, and remote troubleshooting.
• Experience with cloud/IoT data flows, databases, source control and development workflows, case-management/contact-center platforms, DAQ or control systems, or industrial technology is considered highly desirable.
Core Competencies
• Advanced technical problem solving
• Software development and technical automation
• Systems integration and deployment
• Technical ownership and independent execution
• Escalation leadership and mentoring
• Cross-functional collaboration with Software and QA
• Documentation and knowledge transfer
• Customer and operational focus
Success in This Role
Success is demonstrated by strong performance in normal Support operations together with the ability to resolve advanced technical issues, reduce unnecessary escalation into core Software Development, deliver reliable advanced configurations and integrations, create useful Support tools and automation, and transfer knowledge back into the broader Support team. Project and development activities must not prevent the employee from meeting assigned Support responsibilities.
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