- Salary
- C$60k – C$70k
- Location
- Ottawa, Ontario, Canada
- Workplace
- Onsite
- Type
- Full-time
- Department
- Operations
- Seniority
- Senior
- Education
- Bachelor
- Source
- Recruitee
Description
Location: Ottawa, ON (on-site)
Reports to: Technical Support Manager
Role status: Existing vacancy
About RBR: Making waves since 1973
At RBR, we’ve been designing cutting-edge instruments to measure our blue planet for over 50 years. Built to withstand the harshest environments on Earth, our instruments are deployed from the ocean’s deepest trenches to the polar ice caps, capturing essential data on water temperature, salinity, pH, and more. This data empowers researchers in the global fight against climate change, and our technology supports groundbreaking science with partners like Fisheries and Oceans Canada, Woods Hole, the Scripps Institution, and the British Antarctic Survey.
At RBR, we care deeply about our work, each other, the environment, and the global communities we serve. We value teamwork, continuous improvement, and having fun along the way. From weekly lunches to social events, we’re a crew that thrives on complex, exciting challenges that have a meaningful impact on the blue planet! Ready to make waves with us? Apply below!
About the role
As a Technical Support Engineer – Scientific Instruments at RBR, you will help scientists and engineers around the world reach their research goals. You’ll resolve their questions, troubleshoot their instruments, and connect them with our Sales, R&D, and Production teams. You’ll own cases from first contact to resolution and turn what you learn into clearer documentation and better products. This role suits someone with a few years of hands-on support experience who is ready to take on more complex cases and broader responsibility.
What you’ll do
Provide responsive technical support by email, phone, and video on instrument configuration, deployment, sensor methodology, data quality, and software
Own customer cases from start to finish: scope the issue, reproduce it, find the root cause, validate the fix, and keep the customer informed throughout
Troubleshoot instruments by analysing data, configuration settings, deployment conditions, and sensor behaviour, and prepare failure analysis reports with the Service team
Act as the customer’s link to internal experts in Sales, R&D, and Production for issues that need input from more than one team
Coordinate Return Merchandise Authorisations (RMAs), including quotes for repairs, calibrations, and upgrades, and communicate service plans and timelines
Create and maintain technical resources such as application notes, user manuals, and other customer-facing content
Keep thorough case records that capture the problem, troubleshooting steps, evidence, next steps, and resolution
Spot recurring issues and recommend improvements to product quality, tools, documentation, and processes