About the Role
The IoT Technical Specialist is our single front door for technical support for the direct customers who make up most of our business today, for the reseller partners we expect to grow substantially over the next two years, and for IoTKinect staff internally. The days split between the queue and the bench: triaging and resolving tickets one hour, commissioning sensors and gateways for a deployment the next.
This role also owns our support documentation. Runbooks written by developers are pitched at people who already understand the system; runbooks written by the person answering the phone's land at the right level. You will author them, with technical sign-off from the development team — and building that library is how the role grows from resolving known issues to resolving new ones.
You will be trained and mentored directly by the Operations & Support Manager, with a clear path to an intermediate position as your skills and ownership expand.
Where This Role Sits:
IoTKinect operates a tiered support model, and this role sits at the center of it. Most of our customers are served directly, which means this role is both the first point of contact and the first line of resolution for most tickets. Where we work through reseller partners, those partners handle Tier 1 with their own end customers, and this role picks up what they escalate. Either way, it is the single point of intake for everything that reaches us and the resolver for any issue covered by an existing runbook.
Escalation routes by cause: sensors, gateways, connectivity, accounts, and general IT go to the Operations & Support Manager; issues in our in-house applications go to the software development team; issues in vendor-managed platforms we resell are raised with the vendor by the Operations & Support Manager, not directly by this role.
The routing test is one question: does a runbook exist? If it does, this role resolves the ticket. If it does not, the ticket escalates — and the resolution produces the runbook that keeps the next one from escalating.
Our partner channel is small today and expected to grow significantly over the next 24 months. As it does, the documentation this role produces becomes the basis of what partners use to resolve issues themselves, which is what makes the channel scale.
Key Responsibilities:
Support Intake & Resolution
- Serve as the single point of intake for all inbound support contact — direct customers, reseller partners, and internal staff
- Log and categorize every contact in the ticketing system — including contacts resolved in under five minutes, because unlogged volume cannot be documented or staffed against
- Triage, prioritize, and resolve any issue covered by an existing runbook, whether application or infrastructure related
- Escalate cleanly when no runbook applies, with complete supporting detail: logs, screenshots, account IDs, timestamps, and steps to reproduce
- Route escalations to the correct owner — Operations for sensors, connectivity, accounts, and IT; the development team for in-house applications; the Operations & Support Manager for anything requiring a vendor ticket
- Keep customers and partners updated on status and expected timelines through to closure
- Provide first-line IT support to IoTKinect staff — accounts, endpoints, software, and day-to-day troubleshooting
Documentation & Knowledge Base
- Author runbooks and support articles for recurring issues, with technical review and sign-off from the development team
- Write every playbook for someone who joined last week and has never seen the system — symptom as the caller describes it, questions to ask, checks step by step with screenshots, resolution steps, the escalation trigger, where it escalates to, and what to collect first
- Report recurring issues, ticket volume, and escalation trends so the knowledge base is built against real demand
- Produce the article as part of closing an escalated ticket, so documentation is a by-product of the work rather than a separate project
- Convert internal runbooks into customer-facing self-service material and partner Tier 1 material — same content, different cover
Device Commissioning & Fulfillment:
- Commission IoT sensors — configure, register on the network, validate telemetry, and confirm each unit is reporting correctly before it leaves the building
- Commission GPS and asset tracking devices on our fleet tracking platform
- Configure and stage networking gateways, including gateways acting as IoT edge devices
- Perform firmware updates, factory recoveries, and pre-deployment testing on devices and gateways
- Label, pack, and prepare commissioned hardware for shipping, keeping inventory records accurate throughout
Connectivity & Fleet Troubleshooting :
- Troubleshoot cellular connectivity on IoT SIM deployments — activation, APN configuration, suspended or misprovisioned SIMs, and coverage issues — working with our carrier partners
- Troubleshoot LoRaWAN connectivity — join failures, gateway reachability, and RF coverage at customer sites
- Establish where in the chain a failure sits: whether a device is transmitting and registered on the network, or whether data is arriving on the network but not reaching the dashboard — the latter routes to the software team
- Monitor and triage fleet health alerts — non-reporting devices, data gaps, battery decline, and degrading signal quality — so failures are caught before customers report them
- Support customers and partners through installation, setup, and configuration of IoT devices and related software
- Attend customer sites occasionally for hands-on support where remote diagnosis is not sufficient
Qualifications and Requirements:
- · Education: Bachelor of Computing Science, or a diploma in Information Technology, Information Systems, Cybersecurity, or related field. The program must be completed — this role requires a conferred degree or diploma
· Solid grounding in networking fundamentals: IP addressing, subnetting, DNS, DHCP, VLANs, and basic firewall concepts
· Working knowledge of IoT and web protocols: SNMP, MQTT, and HTTP — including the difference between GET and POST requests, how to read request and response headers, and how to work with JSON and binary payloads
· Comfortable with Linux in both desktop and headless environments — SSH, the command line, service management, and log reading
· Demonstrated hands-on experience with IoT or embedded systems: Raspberry Pi, ESP32, Arduino, or similar. Coursework, capstone projects, and personal projects count
· Clear technical writing — this role authors the documentation the rest of the support model depends on, and the ability to explain a procedure to someone with no background is a core requirement rather than a bonus
· Strong customer service instincts — clear written and verbal communication, and patience with non-technical users
· Disciplined about ticket hygiene: logging everything, categorizing accurately, and escalating with complete detail
· Ability to juggle multiple tickets and priorities without losing your cool, and to take ownership of your work and your mistakes
- A fast learner — you will pick up several new systems quickly, including ticketing, inventory, IoT platforms, and internal tooling
- Microsoft 365 administration — managing users, licenses, security groups, and permissions in the M365 admin center, not just day-to-day use of the apps
- Microsoft Visio, or an equivalent tool, for producing network and system diagrams
- Power Automate — experience building simple workflow automations, or the ability to pick it up quickly
- Comfortable with hands-on hardware work: bench testing, cabling, and packing
- A team player — shared workload, collaborative environment, no room for territorial behavior
- A valid driver’s license, for occasional customer site visits
- Preferred / Considered an Asset
· CCNA or CompTIA Network+ certification — candidates holding either will be given preference
- Cloud certifications — AWS (Cloud Practitioner, Solutions Architect Associate, SysOps), Microsoft Azure (AZ-900, AZ-104), or Google Cloud (Digital Leader, Associate Cloud Engineer)
- Experience with IoT dashboard platforms — Tago.io, Adafruit IO, AWS IoT, or similar
- Exposure to LoRaWAN, LTE-M, NB-IoT, or other LPWAN technologies
- Exposure to oil and gas, utilities, or industrial environments, and awareness of remote-site constraints such as intermittent connectivity and long battery-life requirements
- Awareness of industrial and utility protocols such as Modbus, DNP3, or OPC UA
- Experience with network monitoring tools such as SolarWinds, PRTG, Netdata, or Grafana
- Experience with hypervisors and virtualization: Hyper-V, Proxmox, or VMware
- Familiarity with cloud platforms and their IoT services — IoT Core, IoT Hub, or equivalent
- Awareness of cybersecurity best practices for IoT devices and networks
Work Authorization:
Applicants must be legally entitled to work in Canada for the duration of this permanent, full-time position. We will consider Canadian citizens, permanent residents, and candidates holding a valid work permit.
Growth Path:
This role is deliberately structured as an entry point into a growing support function. You will be mentored directly by the Operations & Support Manager, exposed to production IoT infrastructure from day one, and given progressively more ownership over deployments, partner accounts, and technical decisions.
The trajectory is built into the work. Early on, most issues will escalate because the documentation does not exist yet. As you build the runbook library, more of what reaches you is yours to resolve — the escalation rate falling is how we measure the role succeeding. From there the path runs toward an intermediate technical position with ownership of specific platforms and customer accounts, a growing role in enabling our reseller partners as that channel expands, and eventually participation in an on-call rotation as our support offering matures.
We do not expect you to arrive with every skill listed here, but we do expect the willingness and ability to build them on the job. If you are the kind of person who picks up a new language because a problem needs solving, you will do well here.
Compensation & Benefits:
- Competitive Wage
- Full-time position (37.5 hours per week)
- Health, dental, and vision benefits (50/50 cost-sharing)
- Professional development budget and learning resources
- A collaborative, innovative team culture at the cutting edge of IoT technology
How to Apply:
Applications will only be accepted through our careers page. Please click on the job posting and complete the application form at: https://iotkinect.com/join-our-team
You do not need to write a formal, full-page letter. What we want to see is:
- A list of your projects, with working links wherever possible — GitHub repos, live dashboards, demo videos, write-ups, or documentation
- Any research papers, capstone work, or course projects that show you would be a fit for this role
- A sentence or two on what you built, what you used, and what you learned
We care far more about seeing what you have built than about polished cover letter prose. If you have wired up an ESP32 to a dashboard in your bedroom, tell us about it!
We look forward to reviewing your application!
Job Types: Full-time, Permanent
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Location:
Work Location: In person
