Algo is looking for a talented, energetic individual with a dedication to customer success to join our growing team in Burnaby, B.C. Your role as a Presales Specialist will include all aspects of customer care including pre-sale and post-sale technical support by telephone and email. Support issues can relate to specific product software features, inter-operation with third-party equipment, network problems, or hardware issues. You will also be performing and developing testing procedures. A frequent request for assistance involves IP voice paging using network speakers and/or connecting existing analog paging amplifiers to the customer network. Expertise in both VoIP and analog audio equipment would be extremely helpful.
As a product expert you will also provide assistance to the Algo sales force with pre-sales solution design and development of documentation including user manuals, application notes, and installation guides.
Core Responsibilities:
Pre-Sales Solution Design & Support
- Deliver timely pre-sales technical support via phone, email, and ticketing systems while maintaining a high standard of customer service, responsiveness, and professionalism
- Collaborate with the sales team to understand customer requirements and propose appropriate technical solutions
- Design and recommend system architectures for IP audio/video and paging deployments
- Assist in product selection, compatibility validation, and integration planning
- Participate in customer calls, demos, and technical discussions to support the sales process
- Perform ad hoc lab testing to reproduce customer-reported issues and validate potential solutions, collaborating with engineering and QA as needed to support issue resolution and product improvement
Product Expertise & Consultation
- Act as a subject matter expert on Algo products, features, and use cases
- Provide guidance on best practices for deployment, configuration, and optimization
- Stay current on product updates, industry trends, and competing technologies
Technical Documentation
- Create, review, and maintain technical documentation, including user manuals, application notes, FAQs, and installation guides
- Contribute to internal knowledge bases and troubleshooting resources
Cross-Functional Collaboration
- Work closely with engineering, product management, and sales teams to relay customer feedback and improve products
- Provide input on feature requests and product enhancements based on customer needs
- Support internal training for sales and support teams on new products and features
Required Skills Qualifications
- Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education.
- 2+ years of technical support experience
- Strong understanding of IP networking fundamentals (TCP/IP, DHCP, DNS, VLANs, etc.)
- Ability to design and articulate technical solutions based on customer requirements
- Excellent communication and presentation skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Strong problem-solving skills with the ability to assess customer environments and recommend appropriate solutions
- Ability to collaborate effectively with sales, product, and engineering teams
- Highly organized with the abilit