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Vecima Networks Inc.

Technical Support Analyst (2 positions)

Saskatoon, SK, Canada

Job type: Full-time
Experience: Minimum 2 years of experience in technical support, network operations, systems administration, telecommunications, or a related technical environment.
Posting language: English
Posted: Sep 22, 2026

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Original job description

Vecima Networks Inc. (TSX: VCM) builds the intelligent infrastructure powering the next generation of connectivity. Through broadband access, content delivery, cloud-native software, automation, and AI-enabled solutions, Vecima helps service providers modernize cable and fiber networks, deliver exceptional broadband and video experiences, and operate more intelligent, efficient networks. As operators evolve toward AI-enabled, software-driven architectures, Vecima’s platforms simplify operations, accelerate innovation, and enable the reliable, high-performance networks that connect homes, businesses, and communities around the world. Learn more at vecima.com.

Position Summary:

The Technical Support Analyst, VBS is a key member of the Customer Support organization, responsible for delivering Tier 2 technical support for Vecima's Video, Broadband, and Passive Optical Network (PON) solutions deployed globally. This role supports customers throughout the installation, operation, and maintenance lifecycle by diagnosing technical issues, identifying root causes, and providing timely, effective resolutions.

Working independently with minimal supervision, the Technical Support Analyst manages support cases from initial intake through resolution, collaborates with internal teams on complex issues, and consistently meets established service levels and performance metrics. The successful candidate brings strong troubleshooting capabilities, technical curiosity, and a commitment to delivering an exceptional customer experience.

This position is based in Saskatoon, Saskatchewan, with the flexibility to work from our office, or in a hybrid arrangement, or remotely.

Duties include (but are not limited to):

Respond to customer inquiries and technical support requests via phone, email, chat, and customer portal systems.
Troubleshoot and resolve issues related to Vecima's Video, Broadband, and PON solutions, including software, hardware, configuration, and system integration issues.
Support customers during installation, operation, maintenance, and service restoration activities.
Analyze logs, alarms, diagnostic information, and system data to identify root causes and implement effective solutions.
Independently manage support cases from intake through resolution while meeting established service levels, KPIs, and customer satisfaction targets.
Escalate complex technical issues as required and collaborate with Engineering, Product Management, and Tier 3 support teams.
Document customer interactions, troubleshooting activities, resolutions, and knowledge articles to support continuous improvement initiatives.
Participate in on-call rotations and provide technical support outside normal business hours as required.
Maintain technical knowledge of assigned product lines and support all assigned products at a Tier 2 level.
Contribute to process improvement initiatives that enhance customer experience, product quality, and support efficiency.

Position requirements:

Diploma, degree, or equivalent post-secondary education in Information Technology, Computer Science, Engineering, Telecommunications, or a related field preferred.
Minimum 2 years of experience in technical support, network operations, systems administration, telecommunications, or a related technical environment.
Experience troubleshooting software, networking, hardware, or telecommunications solutions.
Experience supporting customers in a fast-paced, customer-facing technical support environment.
Willingness to participate in a scheduled on-call rotation to support customer operations and service continuity.
Demonstrated ability to consistently meet service level agreements (SLAs) and customer satisfaction objectives.

Technical skills required:

Understanding of networking concepts including TCP/IP, DHCP, DNS, routing, switching, and VLANs.
Familiarity with Linux operating systems, command-line tools, and log analysis is considered an asset.
Knowledge of broadband, cable, fiber, PON, DOCSIS, video delivery, or telecommunications technologies is considered an asset.
Experience with ticketing systems, case management tools, and remote troubleshooting techniques.

Competencies required:

Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work independently with minimal supervision.
Strong organizational and time-management skills with the ability to manage competing priorities.
Customer-focused approach with a commitment to delivering exceptional service.

At Vecima, everyone contributes and makes an impact. We foster an open, caring, and innovative work environment where creativity and communication thrive. We always strive to be our best and recognize achievements and wins that fuel individual and company growth. Together, we create the breakthroughs that lead the industry forward.

Vecima offers a competitive compensation and benefits package and strives to provide a challenging work environment that can foster skill development and personal career growth for all employees.

We consider applicants for all positions without regard to race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status.

We are fueled by the innovation, leadership, and passion of today’s top talent. If you are looking for a challenging and rewarding career, we want to hear from you! Apply now!

Vecima Recruitment Process

Vecima takes great care to protect your privacy and personal information throughout the recruitment process.

All legitimate email communications and job offers will come from an @vecima.com email address. If you receive a suspicious message, please contact your Vecima representative directly to verify its legitimacy.

Submit your application

Follow the application instructions carefully
Complete all required fields and upload necessary documents

Initial Screening

If shortlisted, you will receive an email or phone call from a Vecima HR Business Partner for:
A brief conversation about your background
Basic questions about availability, salary expectations, and interest in the role

Interviews

Phone/Video Interviews: First round with HR or the hiring manager
Technical/Skills Assessments: If applicable, complete a test or assignment
In-Person or Final Interviews: Meet with hiring managers or team members; could be a panel

Reference & Background Checks

Provide professional references upon request
Be prepared for employment or education verification, and a criminal background check

Job Offer

All job offers will come from Vecima’s UKG Applicant Tracking System
Review the verbal and written offer carefully

Onboarding Preparation

Complete paperwork and pre-employment requirements
Get details on your first day, orientation, and whom to contact

Apply About employer

More about this job

Responsibilities

The Technical Support Analyst provides Tier 2 support for video, broadband, and PON solutions by diagnosing and resolving technical issues throughout the product lifecycle. They manage support cases from intake to resolution while collaborating with internal teams and maintaining service level agreements.

Requirements

Candidates should have at least 2 years of experience in technical support or network operations and possess a relevant post-secondary diploma or degree. Strong troubleshooting skills in networking and telecommunications, along with the ability to participate in on-call rotations, are required.

Skills

Technical support
Troubleshooting
Networking
TCP/IP
DHCP
DNS
Routing
Switching
VLANs
Linux
Log analysis
Broadband
Cable
Fiber
PON
DOCSIS

Benefits

Skill development opportunities
Personal career growth

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Broadband
PON
DOCSIS
Networking
TCP/IP
DHCP
DNS
Routing
Switching
VLANs
Linux
Log Analysis
Telecommunications
Hardware
Software
System Integration
Ticketing Systems
Case Management
Remote Troubleshooting
SLA
KPI
Customer Experience
Video Delivery
Fiber

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