Location: Richmond, BC (onsite from Monday to Thursday)
Our Team:
Semtech’s Router Customer Technical Support & Quality Team is a Global Customer Experience and Quality organization. Our focus is to execute as One Global Team, supporting the deployment, integration & post sales technical experience of an entire portfolio of Cellular Wireless Router and Gateway device solutions into the rapidly growing IoT Wireless Marketplace. Semtech is a leader in delivering ruggedized, wireless router solutions into Mobile, Fixed and Industrial solutions – ranging from Public Safety/First Responder applications to Public Transportation, to Industrial/Utility applications. These products range from simple LTE-A gateway solutions to complex routers utilizing dual 5G cellular modems with dual WiFi 6 4x4 MIMO with out of band LPWA management. Our focus is on delivering best in class performance, useability and manageability of broad deployments with both on-prem and Cloud based services.
Job Summary:
This position requires sufficient technical expertise and excellent communication skills to consistently engage with our customers. You will collaborate with the Technical Support Team, product development engineers, to investigate and resolve hardware and software issues. As the direct interface with customers, you'll provide critical feedback on their experience with our solutions. This role requires the ability to work independently and effectively prioritize complex, technically challenging support cases. As the senior technical authority on the team, you will lead resolution of our most complex customer issues, identify systemic product and process problems, and mentor analysts at every level, working directly with Engineering, Product and QA to turn customer insight into product and quality improvements.
You will also be responsible for maintaining and enhancing our Knowledge Base and AI-powered chatbot (ALTO), ensuring customers have access to accurate self-service resources.
This position requires in-office attendance Monday through Thursday, with the option to work remotely on Fridays. As part of the support team, you will participate in an after-hours on-call rotation and may be required to work on Canadian statutory holidays, which are compensated with additional pay.
Key Responsibilities:
- Own and lead resolution of the most complex, ambiguous or business-critical customer escalations (email, phone, remote), serving as the top technical escalation point for L1/L2 and Senior analysts, field engineering and sales.
- Perform deep technical analysis (logs, packet captures, lab reproduction), root cause analysis and workarounds, and drive confirmed defects to Engineering for resolution
- Identify systemic and recurring issues from case trends; write RCAs and post-mortems; influence Engineering, Product and QA on fixes and roadmap
- Mentor and coach support analysts (L1/L2/Senior), including case reviews and technical training
- Own Knowledge Base and ALTO (chatbot) content quality: author and review articles, evaluate chatbot answers, and identify and close knowledge gaps
- Provide design and integration guidance for strategic customer deployments
- Pre-General Availability testing of our products (routers and gateways) and management services before General Availability
Minimum Qualifications:
- Bachelor’s degree in Computer Science, Information Technology or equivalent Certifications
- 10+ years of technical experience in telecommunications or IoT, with a focus on customers
- CCNA/CCNP certification, or equivalent hands-on networking experience
- Strong networking background: TCP/UDP/IP, Port-forwarding, modems/routers/switches configuration, firewalls, VLANs, SNMP/syslog monitoring, and troubleshooting VPN (IPsec/TLS) and static/dynamic routing issues
- Experience troubleshooting issues with the OSI model using packet-capture tools such as Wireshark and tcpdump
- AWS/Azure cloud platform knowledge
- Strong Linux/Unix knowledge, including operating open-source systems
- Familiarity with scripting languages (Python, Bash) for automation
- Hands on experience with System Administration and secure systems deployment
- Demonstrated fluency with REST APIs (e.g., curl, Postman)
- Containers, virtual machines (VMware, Nutanix, Hyper-V) and bare-metal servers
- Proven experience mentoring and technically guiding other engineers or support analysts
Desired Qualifications:
Strongly Preferred:
- Demonstrated network design and deployment experience, including planning, configuration, validation and customer handover
- Cellular and wireless experience (LTE/5G, modems, carrier behavior)
Desired:
- ITIL knowledge or certification
- Vehicle telemetry: Knowledge of vehicle CANbus, OBDII, J1708 protocols
- Experience with LLM-based tools, including evaluating AI chatbot or knowledge-base content
- Experience with documentation and audits
The intent of this job description is to describe the major duties and responsibilities performed by incumbents of this job. Incumbents may be required to perform job-related tasks other than those specifically included in this description.
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
A reasonable estimate of the pay range for this position is CAD$95,000 - $130,000. There are several factors taken into consideration in determining base salary, including but not limited to: job-related qualifications, skills, education and experience, as well as job location and the value of other elements of an employee’s total compensation package.
