Location: Ottawa, ON (on-site)
Reports to: Technical Support Manager
Role status: Existing vacancy
About R :Making waves since 1973
At R , we’ve been designing cutting‑edge instruments to measure our blue planet for over 50 years. Built to withstand the harshest environments on Earth, our instruments are deployed from the ocean’s deepest trenches to the polar ice caps, capturing essential data on water temperature, salinity, pH, and more. This data empowers researchers in the global fight against climate change, and our technology supports groundbreaking science with partners like Fisheries and Oceans Canada, Woods Hole, the Scripps Institution, and the British Antarctic Survey.
About the roleAs a Technical Support Engineer – Scientific Instruments at R , you will help scientists and engineers around the world reach their research goals. You’ll resolve their questions, troubleshoot their instruments, and connect them with our Sales, R&D, and Production teams. You’ll own cases from first contact to resolution and turn what you learn into clearer documentation and better products. This role suits someone with a few years of hands‑on support experience who is ready to take on more complex cases and broader responsibility.
What you’ll doProvide responsive technical support by email, phone, and video on instrument configuration, deployment, sensor methodology, data quality, and software
Own customer cases from start to finish: scope the issue, reproduce it, find the root cause, validate the fix, and keep the customer informed throughout
Troubleshoot instruments by analysing data, configuration settings, deployment conditions, and sensor behaviour, and prepare failure analysis reports with the Service team
Act as the customer’s link to internal experts in Sales, R&D, and Production for issues that need input from more than one team
Coordinate Return Merchandise Authorisations (RMAs), including quotes for repairs, calibrations, and upgrades, and communicate service plans and timelines
Create and maintain technical resources such as application notes, user manuals, and other customer‑facing content
Keep thorough case records that capture the problem, troubleshooting steps, evidence, next steps, and resolution
Spot recurring issues and recommend improvements to product quality, tools, documentation, and processes
Bachelor's degree in Science, Engineering, or Environmental Science
Experience in a customer support or technical role
Strong verbal and written communication skills to clearly explain technical concepts
Experience analyzing, summarizing, and documenting technical issues
Proactive problem solver committed to customer success and experience
Ability to analyze environmental data and troubleshoot scientific instruments
Excellent organizational and time management abilities to handle multiple priorities
Tech‑savvy and eager to learn new systems and tools
Experience with Jira, Confluence, Salesforce, Microsoft Dynamics Business Central, Front, or similar tools
Background in Oceanography or Environmental Science
Experience writing technical documentation and communications
Familiarity with calibrating or repairing scientific instruments
The final salary and job level will depend on your experience and qualifications. We know great talent shows up at different points in a career - whether you're earlier in your journey or bring senior‑level experience, we encourage you to apply. Depending on fit, the role level may shift accordingly.
Why you'll love working at R20 days of vacation, plus a company‑wide holiday shutdown and paid sick days
Benefits from day 1 & RRSP contribution matching
Bonus program
Annual fitness reimbursement program
Greener commuting…
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