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.
Algo is looking for a talented, energetic individual with a dedication to customer success to join our growing team in Burnaby, B.C. Your role as a Presales Specialist 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, 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. Expertise in both VoIP and analog audio equipment would be extremely helpful.
As a product expert 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.
Core 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
Required Skills Qualifications
- Bachelor Degree/Diplomas/Certificates in Software Engineering, Computer Science, Computer Engineering, or equivalent experience/education.
- 2+ 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 experienc
- 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. This is a full-time position working from our 4500 Beedie Street Burnaby B.C. facility. We offer a competitive salary commensurate with experience and qualifications along with group medical and dental benefits.
The pay range for this role is:
70,000 - 75,000 CAD per year (Canadian HQ)
Skills Required
- Bachelor Degree in Software Engineering, Computer Science, or equivalent
- 2+ years of technical support experience
- Strong understanding of IP networking fundamentals
- Excellent communication and presentation skills
- Ability to collaborate effectively with teams
What We Do
Founded in 1968, Algo has been a telecommunications or information technology company with over 50 years of experience developing, designing, and manufacturing communication endpoints. We manufacture network-based IP audio and video communication products for integration with VoIP Unified Communication (UC) and mass notification software platforms. Supporting secure SIP and multicast, Algo has a portfolio that includes IP speakers, IP intercoms, IP paging adapters, IP strobe lights, IP supervision controllers, and endpoint accessories. Algo is headquartered in Burnaby, BC, Canada – a suburb of Vancouver. The facility houses our engineering and technical support teams as well as manufacturing. More than 4 million telecom endpoints have been manufactured and shipped globally. Algo offers direct sales support in Canada, the USA, and Europe. Reach out to an Algo representative today to see how we can help.
