Algo is a rapidly growing technology company specializing in the manufacturing and supply of audio and video communication products. Our innovative solutions are designed to make industrial communication safe, simple, and effective. We collaborate with some of the largest technology companies globally to deliver cutting-edge products to our customers.
Position Overview:
We are looking for an energetic individual who will own all pre-sales tasks and won't hesitate to assist customers through various communication channels (ex. phone calls, chat, email, etc.). The selected candidate will have excellent communication skills and will proactively seek out solutions even if they do not have all the answers.
NOTE: This role can be based out of either our Burnaby, BC HQ or Phoenix, Arizona.
Burnaby Applicants: In office 5 days/week during probation. Hybrid flexibility post-probation with manager approval.
USA Applicants: Remote until further notice.
The Technical Sales Specialist role will include all aspects of customer care including pre-sale and post-sale technical support by telephone and email. Support issues can relate to specific product software features, facilitating product demos for the sales team, inter-operation with third-party equipment, network problems, or hardware issues. You will also be performing and developing testing procedures. A frequent request for assistance involves IP voice paging using network speakers and/or connecting existing analog paging amplifiers to the customer network. Priority will be given to candidates with both VoIP and analog audio equipment experience.
The ideal candidate will research our products and become a subject matter expert for customers. You will also provide assistance to the Algo sales force with pre-sales solution design and development of documentation including user manuals, application notes, and installation guides.
Responsibilities:
Pre-Sales Solution Design & Support
- Deliver timely pre-sales technical support via phone, email, and ticketing systems while maintaining a high standard of customer service, responsiveness, and professionalism
- Collaborate with the sales team to understand customer requirements and propose appropriate technical solutions
- Design and recommend system architectures for IP audio/video and paging deployments
- Assist in product selection, compatibility validation, and integration planning
- Participate in customer calls, demos, and technical discussions to support the sales process
- Perform ad hoc lab testing to reproduce customer-reported issues and validate potential solutions, collaborating with engineering and QA as needed to support issue resolution and product improvement
Product Expertise & Consultation
- Act as a subject matter expert on Algo products, features, and use cases
- Provide guidance on best practices for deployment, configuration, and optimization
- Stay current on product updates, industry trends, and competing technologies
Technical Documentation
- Create, review, and maintain technical documentation, including user manuals, application notes, FAQs, and installation guides
- Contribute to internal knowledge bases and troubleshooting resources
Cross-Functional Collaboration
- Work closely with engineering, product management, and sales teams to relay customer feedback and improve products
- Provide input on feature requests and product enhancements based on customer needs
- Support internal training for sales and support teams on new products and features
Qualifications:
Required Skills & Experience
- Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education.
- 3+ years of technical support experience.
- Strong understanding of IP networking fundamentals (TCP/IP, DHCP, DNS, VLANs, etc.)
- Ability to design and articulate technical solutions based on customer requirements
- Excellent communication and presentation skills, with the ability to explain technical concepts to both technical and non-technical audiences
- Strong problem-solving skills with the ability to assess customer environments and recommend appropriate solutions
- Ability to collaborate effectively with sales, product, and engineering teams
- Highly organized with the ability to manage multiple opportunities and priorities in parallel
Valuable Skills and Experiences:
- Experience supporting pre-sales activities such as solution design, product demonstrations, or technical consultations
- Familiarity with VoIP technologies (SIP, RTP, codecs) and IP-based communication systems
- Experience designing or deploying IP audio, paging, or communication systems
- Technical writing experience
- Understanding of hardware and electrical circuits
- Retail or customer service experience
- Commercial/Professional audio background
- Fluency in French or Spanish is an asset
An ideal candidate should have a keen interest in solving problems and enjoy working directly with customers. In addition, the candidate should express excellent organizational, administrative, communication, skills. We offer a competitive salary commensurate with experience and qualifications along with group medical and dental benefits.
Burnaby Applicants Salary: CAD$70,000 - 75,000/year.
USA Applicants Salary: To be discussed during interview process.
