ROV Technical Support Representative

Kitchener, ON, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Oct 29, 2026
Posting language: English
Posted: Sep 29, 2026

Original job description

Ever wondered what it's like working for one of the largest underwater robot manufacturers in the world? Deep Trekker is a local high tech company and we're growing again! Take a virtual ride with some awesome robots, hear from our team, and learn why Deep Trekker is the right team for you.

Responsibilities

Customer Support & Troubleshooting

Communicate with customers and dealers via phone, email, chat, and remote desktop tools to provide technical assistance.
Support diagnostics and troubleshooting across mechanical, electrical, and software components - including Tier 3 networking-related issues. Training on Tiers 1, 2 and 3 provided.
Work cross-functionally with technicians, engineers, and production teams to resolve complex support challenges.
Manage support tickets and customer repairs throughout the service lifecycle, ensuring timely resolution and a positive customer experience.
Maintain accurate and detailed case notes in CRM to ensure traceability and trend reporting.

Product Knowledge & Documentation

Develop in-depth understanding of Deep Trekker and Pipe Trekker products to serve as a resource for both internal teams and customers.
Assist with compiling product performance data and trends to support product improvement and reporting initiatives.
Maintain up-to-date knowledge of order processing, fleet, and training procedures to ensure full-cycle support.
Be knowledgeable on Tier 1 and 2 Training, including ensuring customers are successfully enrolled in online training and have the ability to complete basic online and operational training.

Quoting, Invoicing & Systems Use

Generate quotes and invoices for service repairs, spare parts, and upgrade requests using the ERP system.
Assist with data entry, part orders, and service scheduling in alignment with customer needs.
Be able to participate in rotational On-Call Support (5–9 PM EST weekdays, 10 AM–6 PM EST weekends/holidays) as part of a paid on-call support policy.

Professional Development & Growth

Work closely with leadership to gain exposure to pre-sales support, technical demos, and consultative solution design.
Build toward a Sales Engineer role by developing product configuration knowledge and sales engagement best practices.

At Deep Trekker we are agile, passionate, and innovative. We dream it and then do it together by learning, collaborating and reinventing what’s possible.

Not the right fit? Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!

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More about this job

Responsibilities

Provide technical support to customers and dealers by diagnosing product issues, managing support tickets and repairs, and coordinating with technicians, engineers, and production teams. Maintain product and case documentation, support training and service administration, and develop toward pre-sales and Sales Engineer responsibilities.

Requirements

The posting does not specify formal education or years of experience requirements. The role calls for technical troubleshooting across mechanical, electrical, software, and networking issues, along with customer communication, accurate CRM documentation, and the ability to support training and service processes.

Skills

Customer Support
Technical Troubleshooting
Mechanical Diagnostics
Electrical Diagnostics
Software Diagnostics
Networking Troubleshooting
Customer Communication
Ticket Management
CRM Documentation
Product Knowledge
Technical Training
ERP Systems
Quoting And Invoicing
Service Scheduling
Cross-Functional Collaboration
Sales Engineering

Visa sponsorship

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Keywords

Deep Trekker
Pipe Trekker
Underwater Robots
Customer Support
Technical Assistance
Remote Desktop Tools
Mechanical Troubleshooting
Electrical Troubleshooting
Software Troubleshooting
Networking
Tier 1 Support
Tier 2 Support
Tier 3 Support
Support Tickets
Customer Repairs
CRM
Product Performance Data
Online Training
ERP System
Quotes
Invoices
Spare Parts
Service Scheduling
On-Call Support
Technical Demonstrations
Pre-Sales Support
Solution Design
Product Configuration
Sales Engineering

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