R&D Software Support Engineer

Job Title:

R&D Software Support Engineer

Location(s):
Canada

• Serve as the dedicated voice of the customer within the R&D software team, ensuring user needs remain central to development priorities.
• Build and maintain strong relationships with customers, field service engineers, and technical support staff to develop a deep understanding of real‑world ICP‑MS instrument usage.
• Collaborate directly with customers to understand technical challenges and operational impact, clearly communicating troubleshooting steps, findings, and recommended solutions in a professional and structured manner.
• Provide guidance on best practices, system configuration, and preventative measures, and support customer acceptance of workarounds and final resolutions.

• Provide Tier 2/Tier 3 support for software applications integrated with ICP‑MS instrumentation, acting as the primary escalation liaison for issues that cannot be resolved by field service or technical support alone.
• Configure and operate Perkin Elmer ICP‑MS instrumentation in a lab environment to reproduce customer‑reported issues, perform detailed troubleshooting across application, instrument control, firmware, and OS/network layers.
• Identify and validate workarounds to minimize customer downtime while permanent fixes are developed.
• Track the full issue lifecycle from initial submission through resolution, maintaining transparent status updates to all stakeholders and ensuring timely follow‑up and closure.
• Assist in system testing for new releases and updates from a supportability perspective.

• Conduct preliminary root cause analysis and document findings with supporting data before escalation to engineering.
• Coordinate with software developers and engineering teams for defect escalation, deeper RCA, and resolution planning.
• Validate software fixes, patches, and configurations against original customer‑reported scenarios prior to customer deployment.

• Support development of training materials and briefings to field service and technical support teams on new software releases, known issues, and workarounds.
• Create and maintain troubleshooting guides, FAQ documents, diagnostic procedures, and knowledge base articles for common software‑related instrument issues.
• Provide real‑time support to field engineers during critical customer escalations requiring deep software or instrument knowledge.

• Identify recurring issues and propose improvements to product quality, documentation, and support processes.
• Provide structured feedback to R&D and product management on usability, reliability, and customer pain points.
• Author and maintain internal documentation including troubleshooting guides, FAQ documents, diagnostic procedures, workflow guides, known issue summaries.

• Bachelor’s degree in Computer Science, Engineering, Chemistry, or a related field.
• 3+ years of experience in software technical support, preferably in scientific instrumentation or regulated environments.
• Strong troubleshooting skills across software and hardware systems.
• Experience reproducing complex technical issues in controlled lab environments.
• Ability to analyze logs, system data, and error conditions to isolate root causes.
• Excellent written and verbal communication skills with the ability to interact effectively with customers and internal teams.

• Hands‑on experience with ICP‑MS instrumentation and associated scientific or laboratory software applications (e.g., instrument control software, LIMS, ELN, or data analysis tools).
• Understanding of networking, databases, and Windows‑based system environments.
• Exposure to regulated environments (e.g., GMP, FDA 21 CFR Part 11).
• Experience working with global support teams and distributed engineering organizations.

Based on‑site in Woodbridge, Ontario with access to lab instrumentation systems. May require occasional off‑hours support or coordination with global teams. Hands‑on interaction with laboratory instruments and computing environments.

The annual compensation range for this full‑time position is $73,769 to $92,471 CAD. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job‑related skills, experience, and relevant education or training.