Senior Quality Assurance & Technical Support Specialist

 Position Summary

The Senior Quality Assurance & Technical Support Specialist is a senior technical position that combines responsibility for product verification (Quality Assurance) with customer-facing Technical Support. The role is instrumental in ensuring Instantel products perform as intended while providing exceptional technical assistance to dealers and end users worldwide.

This position works closely with Engineering, Production, Sales, the Manager of QA, and the Director of R&D to improve product quality, customer satisfaction, and operational efficiency. In addition to executing day-to-day responsibilities, the successful candidate is expected to develop, implement, and continuously improve systems, processes, and best practices that enhance the effectiveness, productivity, and scalability of both the Quality Assurance and Technical Support functions.

This position is primarily on-site at Instantel's Ottawa office. The hands-on nature of product verification, cross-functional collaboration, and direct access to equipment require regular in-person presence. 

Senior Quality Assurance Responsibilities

The Quality Assurance component of this role is focused on product verification and validation. The objective is to ensure that products developed by Engineering meet functional requirements, performance specifications, reliability expectations, and customer needs before release.

Unlike traditional compliance-focused QA roles, this position emphasizes hands-on technical verification of hardware, firmware, software, and integrated systems.

Responsibilities

• Develop and execute comprehensive product verification and validation plans.
• Design and maintain structured test procedures, test cases, and verification documentation.
• Verify that products meet functional, performance, reliability, and usability requirements.
• Perform regression testing for firmware, software, and hardware releases.
• Identify, document, reproduce, and communicate product defects clearly to Engineering teams.
• Validate corrective actions and verify resolution of reported issues.
• Participate throughout the product development lifecycle to improve product quality before release.
• Assist with root cause investigations and product performance analysis.
• Support product launch readiness activities.
• Provide objective product readiness recommendations to Engineering leadership.

Continuous Improvement

As a senior member of the organization, the successful candidate is expected to:

• Design and implement efficient QA systems and workflows.
• Develop testing standards, procedures, and documentation practices.
• Improve test coverage, repeatability, and automation opportunities where appropriate.
• Recommend tools and processes that increase quality, efficiency, and consistency.
• Establish meaningful QA metrics and reporting to monitor product quality and organizational performance.

Senior Technical Support Responsibilities

The Technical Support component of this role provides professional technical assistance to Instantel's global dealer network and end users. The successful candidate serves as a trusted technical expert capable of resolving product issues while representing the company professionally.

Responsibilities

• Professionally answer incoming technical support calls and inquiries from dealers and end users.
• Diagnose and troubleshoot hardware, software, firmware, and application-related issues.
• Provide timely technical assistance by telephone, email, remote support, and other communication channels.
• Document customer issues accurately and ensure appropriate follow-up.
• Escalate complex technical issues to Engineering when necessary.
• Document, prioritize, and report the nature and characteristics of support, identify trends and areas for improvement.
• Maintain a high level of customer satisfaction through responsive and professional support.
• Support product demonstrations and customer training sessions.
• Assist Sales during technical evaluations and customer visits.
• Develop technical knowledge articles and support documentation.

Continuous Improvement

The successful candidate is expected to strengthen the Technical Support function by:

• Developing efficient technical support workflows and best practices.
• Creating support procedures and knowledge management systems.
• Identifying recurring customer issues and driving permanent solutions.
• Improving response times and first-contact resolution.
• Recommending tools and systems that improve productivity and customer satisfaction.
• Establishing meaningful Technical Support metrics to monitor service quality and performance.

Cross-Functional Collaboration

Collaborate closely with: Engineering, Production, Service, Business Development, Sales, Marketing, Product Management, and Executive Leadership. Act as a technical liaison between internal teams, dealers, and customers to ensure product quality and customer success.

Work Environment

This is primarily an on-site position located at Instantel's Ottawa facility. Regular collaboration with Engineering, Production, and R&D requires daily in-person interaction. The role also involves hands-on testing of products and equipment, activities that cannot be effectively performed remotely. Occasional travel may be required for customer visits, training, trade shows, and technical support activities.

Ideal Candidate Profile

The successful candidate will possess:

• Strong technical aptitude in electronics, instrumentation, firmware, software, or integrated systems.
• Extensive experience in product verification, validation, or Quality Assurance.
• Significant experience providing technical support to customers or channel partners.
• Exceptional troubleshooting and analytical skills.
• Outstanding verbal and written communication abilities.
• Strong customer service and relationship management skills.
• The ability to develop systems, processes, and tools that improve organizational efficiency.
• A continuous improvement mindset with a passion for operational excellence.
• The ability to work independently while collaborating effectively across departments.
• Excellent organizational and project management skills.
• A minimum of five years of experience in related roles.

Education Requirements:

The ideal candidate will possess a Bachelor's degree in Electrical Engineering or a related engineering discipline. Candidates with an Electronics Engineering Technology diploma and significant relevant industry experience may also be considered.