Product Support Specialist | Hyperspectral Intelligence Inc.

Are you hands-on, technically curious and great with people? Join our team and help customers get the most from innovative hyperspectral intelligence.

The Product Support Specialist is a hybrid technical and customer-facing role responsible for supporting the full lifecycle of company instrumentation, from customer onboarding and training to equipment deployment, maintenance, and logistics. This role serves as a key link between clients, operations, and manufacturing, ensuring a seamless customer experience while maintaining high standards of system performance and reliability. The ideal candidate combines strong technical troubleshooting skills with excellent communication abilities and thrives in a fast-paced, hands-on environment.

Success in this role is demonstrated by consistently onboarding customers with minimal escalation, ensuring equipment is deployment-ready and available, resolving help desk requests promptly and professionally, and maintaining accurate, real-time visibility of equipment with minimal shipping delays.

Manufacturing and Maintenance Support

• Configure software systems and install HHS software (including updates and version control)
• Assist with routine inspection, testing, and preventative maintenance of equipment
• Test and operate instruments as required
• Testing of new equipment in preparation of first deployment
• Troubleshoot first-level hardware, software and workflow issues
• Escalate complex or recurring technical issues to the Operations Manager

• Prepare equipment for deployment (cleaning, functional checks, packaging, recalibration as required)
• Customize systems based on customer-specific requirements and workflows
• Develop strong working knowledge of instruments to support effective use by clients

• Track location and status of all rented equipment (in use, in transit, in maintenance)
• Coordinate returns from clients
• Identify and follow up on damaged, missing, or delayed equipment
• Support planning for equipment availability based on upcoming demand

• Coordinate domestic and international shipments (couriers, freight, customs brokers)
• Ensure compliance with import/export regulations and documentation requirements
• Track shipments end-to-end and proactively resolve delays or issues
• Package equipment securely for global transport
• Communicate with clients and suppliers regarding shipment status and delivery timelines

• Act as the primary point of contact for clients during onboarding and active projects
• Train client operators on equipment use and basic workflows (remote)
• Manage and respond to help desk requests, ensuring timely resolution and follow-up

• B.Sc. in Geophysics, Engineering, Computer Science, or related field
• Alternatively, a technical diploma in instrumentation/technologist with relevant experience
• Hands-on experience with instrumentation or technical systems preferred
• Strong problem-solving and troubleshooting skills
• Comfortable working with both hardware and software systems
• Strong interpersonal skills and ability to work with customers
• Comfortable supporting sales efforts and customer retention
• Can work independently and manage competing priorities

Location: Winnipeg, MB
Schedule: Flexible schedule, 40 hours/week
Compensation: $60,000-$80,000, depending on experience and education level