Technical Support - Central Saanich - AML Oceanographic Ltd.

    AML Oceanographic Ltd.
    AML Oceanographic Ltd. Central Saanich

    1 week ago

    Description

    About the Role


    As a Technical Support Specialist, you are the primary point of contact for customers who need help with AML's instrumentation. You support customers by understanding their issues, communicating clearly, keeping accurate records, and making sure problems move forward and don't get lost.

    This is a customer-facing, problem-solving role that requires good judgment, clear communication, and the ability to balance technical curiosity with forward progress. You don't need to have all the answers — but you do need to know how to move things along and involve the right people.

    What You'll Be Responsible For


    Customer Case Ownership

    • Own customer support cases from start to finish.
    • Ensure every case has clear, complete documentation so anyone can understand what happened, what decisions were made, and how the issue was resolved.

    Responsiveness

    • Acknowledge every customer contact within defined timeframes.
    • Clearly communicate what's happening next and when customers can expect updates.

    Customer Insight Sharing

    • Recognize when the same issues or risks appear more than once.
    • Formally capture and elevate recurring issues so they are visible beyond individual cases.

    At-Risk Customer Identification & Handoff

    • Identify customers or situations that may be at risk.
    • Clearly and formally hand off at-risk situations to the appropriate internal teams with enough context for action.

    On-Call Support

    • Participate in on-call Level 1 technical support during defined office closures, providing initial response, communication, and escalation.

    What You Need to Bring (Role-Entry Requirements)


    These are essential for success in this role.

    Clear English Communication

    • You can understand customers and explain technical issues clearly and professionally in English, including during live or time-sensitive situations.

    Technical Understanding (Level 1)

    • You can understand technical problems well enough to describe and document them accurately for others.

    Comfort Working in Structured Systems

    • You are comfortable working within ticketing systems, documentation standards, and formal workflows.
    • You understand the importance of accurate records and shared systems.

    Professional Reliability

    • You follow through on commitments and communicate proactively when timelines change.
    • You handle customer interactions professionally and independently.

    Judgment of Pace & Prioritization

    • You know when to keep investigating a problem and when to move the case forward.
    • You balance technical problem-solving with customer impact and urgency.

    Nice to Have

    • Experience supporting instrumentation, electronics, software, or technical products.
    • Experience working in a customer-facing technical support or service role.
    • Familiarity with CRM or ticketing systems.

    Why Join AML

    • You'll work on real-world technology used in oceanographic and marine environments.
    • You'll be trusted with meaningful customer responsibility.
    • You'll be part of a team that values clarity, follow-through, and continuous improvement.
    • You'll have opportunities to grow as you demonstrate strong judgment and impact.

    How to Know if This Role Is a Good Fit for You


    You'll likely enjoy and succeed in this role if:

    • You like helping customers solve problems
    • You value clear communication and good documentation
    • You're comfortable escalating when needed
    • You prefer moving things forward over solving everything perfectly yourself

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