Industrial Automation Support Specialist - NEXIA

Support Specialist – NEXIA (Digital Transformation Group)

Location: Cambridge, Canada

Type: Full-Time

Since 1992,
Powerhouse Controls has been on a mission to be recognized as a world-class, single-source drive and automation systems integration supplier.

We bring exceptional technical and engineering experience to the table, but what really sets us apart is an unsurpassed level of passion and commitment. We listen, question, collaborate, analyze and assess until we’re completely convinced that our recommendation is the best solution possible.

Powerhouse Controls is on the hunt for individuals who embody the spirit of innovation, collaboration, and integrity. We're not just seeking employees; we're searching for trailblazers who share our passion for shaping the future of control systems and automation. If you're fueled by the fire of creativity, if you're driven by a desire to collaborate with a diverse community of experts, and if your commitment to ethical excellence is unwavering, then you're exactly who we're looking for.

The Support Specialist – NEXIA is responsible for the day-to-day delivery of customer support, maintenance, and software update services across all active NEXIA deployments. NEXIA is a Powerhouse Controls Intralogistics orchestration software to help integrate automation into industrial facilities.

This role ensures uptime, responsiveness, and client satisfaction by executing Powerhouse Controls’ service agreements, including the NEXIA Support, Maintenance, & Software Update Service Contract and its associated End-User License Agreements.

The Support Specialist acts as the first line of operational contact for client issues, delivering exceptional technical support while maintaining compliance with contractual service levels, documentation standards, and cybersecurity expectations.

This role operates within the Implementation Team, enabling customer success post-deployment and ensuring smooth transitions between project, service, and renewal stages.

• Health/Dental Benefits
• Increased Vacation
• Profit Sharing
• Birthdays off with pay
• Flexible work hours
• Fitness incentive
• Career development
• Social and Team building events
• Charitable donation matching
• RRSP/401K Matching
• AAA/CAA Basic membership coverage

• Manage and resolve customer support requests submitted through the official support channels in accordance with defined SLAs.
• Classify, prioritize, and elevate issues by severity level (L1–L4) based on the NEXIA Support Contract.
• Execute remote troubleshooting, diagnostics, and configuration restoration using approved methods and secure data links.
• Document all support activity accurately and maintain traceability in the NEXIA support system.

• Perform proactive system health checks, configuration reviews, and offsite backups as defined by the client’s support package.
• Identify recurring or systemic issues and coordinate with Platform and Product teams to resolve root causes.
• Verify that clients maintain valid network, security, and software environments required for remote service delivery.

• Support installation, verification, and post-deployment validation of new NEXIA releases, patches, and updates.
• Review release notes and migration instructions to ensure compatibility and readiness before deployment.
• Track version control across all supported systems to maintain compliance with support eligibility (current + two prior versions).

• Communicate clearly and proactively with clients regarding issue status, resolution progress, and next steps.
• Ensure customers understand the scope of their support contract and what constitutes…