Support EngineerLocation: Mississauga, Ontario (Hybrid - 4 days per week in office) | Type: Full-time | Team: Customer Engineering
Compensation: CAD
-Fresh Graduate (0–1 year): $50,000–$62,000 per year
-Early Professional (1–3 years): $58,000–$70,000 per year
About ZenduIT / GoFleet / GoZen IntelligenceZenduIT and GoFleet have spent well over a decade helping organizations run their fleets and field operations better. From our headquarters in Mississauga, we develop, customize and integrate telematics solutions: GPS fleet tracking, driver-behaviour and safety tools, AI-powered dash cameras (ZenduCAM), maintenance management, ELD and compliance, asset and cold-chain monitoring, workflow automation, and business intelligence. Our customers range from local service fleets to large enterprises, and we work with major telematics platforms and hardware partners across North America. [Marketing to confirm customer and partner claims before publishing.
We are now building GoZen Intelligence: an AI fleet intelligence platform that moves customers beyond tracking and dashboards to what actually changes outcomes - prioritized insights, coaching, recommendations and measurable operational results. GoZen is designed to be provider-agnostic, working across the devices and systems our customers already use. Put simply: our customers have plenty of data. We are building the intelligence that tells them what matters and what to do next.
Why this role existsOur customers depend on a chain of systems working together: a device installed in a vehicle, the vehicle's electrical system, a cellular network, device firmware and configuration, our cloud platform, APIs and integrations with the customer's own software, and the people and workflows that use all of it. When a customer says 'the system stopped working', the cause could be in any one of those links - or in the interaction between two of them.
This role exists to replace guessing with thinking. We need a technical investigator who takes a vague report, establishes the facts, forms and tests hypotheses, proves the cause, tells the customer the truth clearly - and then makes sure the problem does not return. Critical thinking and smart problem solving are the job, not a bonus.
What you will doInvestigate like an engineer
- Turn vague symptoms ('it's offline', 'the report is wrong', 'the API is broken') into specific, testable questions.
- Establish the facts first: what changed, when it last worked, who and what is affected, and whether the issue is isolated or systemic.
- Use device event logs, API logs, dashboards, SQL/data queries, configuration and change history to prove or disprove each hypothesis.
- Compare what is failing with what is working to find the difference that matters.
- Question the easy explanation - including the customer's, your colleague's and your own first guess.
Communicate with honesty and clarity
- Keep customers informed with clear updates: what we know, what we do not know yet, what we are doing next and when they will hear from us.
- Stay calm and credible with frustrated customers - never blaming, never inventing certainty.
- Escalate to engineering with evidence packs they can act on immediately: scope, timeline, reproduction steps and hypotheses already ruled out.
Fix the system, not just the ticket
- Spot when one ticket is really a pattern across vehicles, firmware versions or customers - and raise it early.
- Drive recurring issues to root cause and prevention; publish runbooks and knowledge articles.
- Build reusable diagnostic assets: saved queries, scripts, checklists and AI-assisted triage workflows the whole team can use.
Use AI to investigate faster - and verify it
- Use AI to parse logs, research unfamiliar systems, write scripts and draft documentation.
- Check AI suggestions against real data before acting, and never apply irreversible changes on an AI's say-so.
What you may investigate- Vehicles or devices that stop reporting, or report something different from what the customer sees.
- API errors, authentication and credential issues, webhooks and third-party integrations.
- Missing, delayed, duplicated or inconsistent data in reports and dashboards.
- Firmware, configuration or account changes that behave unexpectedly.
- Recurring issues that have been 'resolved' many times but never actually fixed.
What you bringHow you think
- You think critically. You separate symptoms from causes and facts from assumptions, and you notice when an explanation does not fit the evidence.
- You solve problems methodically and smartly: you decide what evidence would settle the question, and you get it efficiently.
- You are comfortable with incomplete information and systems you have never seen before. You learn them quickly.
- You are intellectually honest - you say 'I don't know yet', and you change your conclusion when the evidence changes.
What you have done
- Experience in technical support, application support, customer engineering, QA, implementation, systems, field service or a similar role - or equivalent hands-on troubleshooting.
- You have diagnosed real technical problems where the cause was not obvious, and you can explain the evidence that proved it.
- You have followed an issue through to a real fix and prevention, not just ticket closure.
Technical foundation
- Working knowledge of several of: REST APIs and HTTP status codes, reading logs, SQL or MongoDB, networking basics, SaaS applications, scripting (Python, PowerShell, Bash), devices/IoT.
- Comfort using tools like Postman, spreadsheets or query tools to analyze data yourself.
- Telematics, GPS, cellular or vehicle-electrical experience is a plus - we will teach you the domain.
How you communicate and use AI
- Clear, calm, honest communication with both technical and non-technical people.
- Hands-on use of AI tools for technical work, with the judgment to check their output.
We value aptitude over years of experience. If you are curious about how systems really work and you do not stop at the first answer, we want to hear from you - even if you do not meet every point above.
What success looks like in your first year- First 90 days: You independently resolve most common issue types with a documented root cause, and you own at least one recurring issue.
- By 6 months: Engineering acts on your escalations without back-and-forth, and repeat tickets and unnecessary hardware replacements are measurably down in the areas you own.
- By 12 months: You are the go-to investigator for a technical domain and you catch systemic issues before customers report them.
Why join us- Work where software, devices, vehicles, networks and data meet - problems are genuinely interesting.
- Your investigations directly shape product and firmware fixes.
- Build broad systems knowledge instead of following a narrow script.
- Clear growth paths into customer engineering, solutions engineering, implementation, product or forward-deployed roles.
Our hiring processShort application - 30-minute AI-assisted screening interview - a 45-60 minute investigation case with realistic log data (AI tools welcome) - a conversation with the hiring manager where you walk us through your investigation - a final conversation. Every interviewed candidate hears back within [X] days, and always within 45 days of the last interview.
AI in our workplace and hiring processWe encourage responsible AI use with ownership and verification. Our recruitment process uses AI-powered tools to assist with application screening, interview assessment and skills evaluation. All hiring decisions are reviewed and made by people.
Equal opportunity and accommodationZenduIT / GoFleet is an equal opportunity employer and welcomes applicants of all backgrounds. Accommodations are available on request at every stage, including alternatives to the AI-assisted interview.
