Technical Support Analyst

It all started on a bus. An election campaign bus.

Through his experience providing mobile connectivity for election campaigns, Dejero founder Bogdan Frusina witnessed first-hand the challenges that journalists faced reporting live from the field. He knew there was a better way.

Building a team with a passion for innovation and a drive to persevere, he set about developing and commercializing a portable and wireless live video broadcast solution. In November 2009, that vision came to life. Dejero enabled the world’s first live transmission of the torch relay across Canada for the Vancouver Winter Olympics.

Since then, we’ve evolved into a world-leading wireless telecommunications aggregator, providing resilient, uninterrupted internet connectivity vital for critical communications. Broadcasters, production companies, first responders, defense departments, and government agencies put their trust in Dejero.

Here’s how you help us continue our story...

The Technical Support Analyst within Dejero’s renowned 24/7 global support team is an experienced troubleshooter who works to resolve critical customer issues with care. Their goal is to resolve issues quickly and effectively.

As a key member of our technical support team, you will:

• Set-up, configure, and troubleshoot system components and network issues
• Become familiar with the Knowledge Centered Solution workflow and document incidents to improve our products, services, and support
• Clearly document incidents in order to improve our products, services, and support
• Provide product training to customers
• Write SQL queries to determine patterns for deep-dive analysis
• Champion issues with Development to resolve issues and improve our products
• Analyze and recommend process improvements for your peers
• Create effective product documentation, training materials, and Knowledge Base articles
• Champion issues with Development to resolve issues and improve our products
• Analyze and recommend process improvements for your peers
• Field incoming calls and emails from customers, providing immediate assistance and where possible, find a resolution to urgent problems in the field
• Work is on a rotating shift with weekend on-call responsibilities every couple of months
  
  

Here’s Why You Should Join The Dejero Team

• Fueling Your Growth: If you aren't growing, we aren't growing. To support your career development, we provide an annual learning allowance, skill-building workshops, mentorship, coaching and access to a comprehensive learning platform. With these resources, we’re committed to helping you reach your fullest potential and achieve your career goals.
• Work-Life Balance: We prioritize your well-being and success with a hybrid work model designed for flexibility and balance. Whether you’re working from home or in the office, we empower you to thrive both professionally and personally, ensuring that you can perform at your best while maintaining a healthy work-life blend.
• Award-Winning Culture & Innovation: We’re honored to have been named one of the Best Places to Work in Canada for 7 consecutive years by Great Place to Work. Our award-winning Smart Blending Technology has also earned two Emmy Awards, reflecting our dedication to innovation and leadership in the industry.
• Making a Difference Together: Giving back is part of who we are. Last year, Dejero and our employees donated thousands of dollars to local and global charities. With initiatives like our Day of Doing Great Things and paid volunteer days, we give you the opportunity to volunteer with local organizations and contribute to causes that matter to you.
• Collaborative Teams: We encourage you to work on projects that align with your interests and strengths. As a team, we tackle technical challenges together, with peer reviews that ensure everyone's expertise is leveraged. Your ideas are valued, and your contributions are integral to our success.
  
  

Discover all of the amazing benefits and perks Dejero has to offer here

What You'll Bring To The Role

3-5 years of technical support experience in the IT, Broadcast Cable and/or telecom industries

Proven track record of technical support with both hardware and software

Strong knowledge of all things networking such as: routers, switches, TCP/IP, and firewalls

Curious attitude with how things work. You probably took your parent’s things apart with a screwdriver

Very strong problem-solving skills

Ability and willingness to travel on occasion (

Proficient with Linux

Brave, adaptable, calm under pressure — you’re unafraid to operate in high-pressure, chaotic situations

High attention to detail. You spot mistakes and are not afraid to fix them.

Bonus Points If You Have Experience With

• Knowledge about various digital video broadcast and delivery systems
• The ability to speak multiple languages
• Familiarity with major cloud technologies
• CompTIA Network+ Certification
  
  

Shift Scheduling: Monday to Friday rotating pattern, possible shifts include:

• 5am-1pm
• 8am-4pm
• 10am-6pm
• 4pm-12am
  
  

Salary Range: the salary range for this role is $60,000 - $75,000 CAD

Please note, this is an individual role and is being posted only to the location listed above.

Want to learn more about how Dejero has provided reliable connectivity across the globe? Check out some of our success stories here

Our Commitment to Fair Hiring Practices

We believe in human-centered decision-making. While we leverage technology to streamline certain aspects of the recruitment process, we do not use artificial intelligence (AI) to determine eligibility for our roles. All hiring decisions are made by our team, ensuring a fair and thoughtful evaluation of each candidate.

Dejero is an inclusive workplace for people of all backgrounds, levels of education and types of experiences. We believe our differences are our strengths and help us achieve our ambitious goals.

Research has demonstrated that all too often, potential candidates from historically underrepresented groups don’t apply for positions if they don't possess every required skill/ experience in the job description. Whether or not your experience checks off all the boxes on a job posting, we still encourage you to apply. Believe in yourself. We would love to hear more about what you could bring to Dejero.

Dejero is committed to providing a barrier-free application and interview process for all candidates. Should you require accommodations in accordance with the Human Rights Code at any point throughout the hiring process, please contact the People and Culture team by email at [email protected] or by telephone at 519.772.4824. To learn more about our commitment to our barrier-free workplace and to read more about our accessibility policy please see here.