Technical Specialist

The Technical Specialist is a hands-on technical role responsible for supporting the installation, commissioning, operation, and maintenance of Digital Mine Systems solutions across North America.
This position serves as the primary technical escalation point for complex customer and field issues, providing advanced troubleshooting across hardware, software, networking, and system integration environments. The successful candidate will work closely with customers, installation partners, field service personnel, and engineering teams to diagnose issues, identify root causes, and implement effective solutions.
The role requires a technically strong individual capable of determining whether issues originate from installation practices, system configuration, software performance, networking, hardware, or product design, and coordinating with engineering teams when further investigation is required.
In addition to technical support activities, the Technical Specialist will deliver training and technical guidance to customers, partners, and internal teams to improve competency, system performance, and customer success.
Key Responsibilities
Technical Support & Troubleshooting
• Provide advanced technical support during installation, commissioning, and operational phases of customer deployments.
• Troubleshoot and resolve hardware, software, networking, configuration, and integration-related issues.
• Act as the primary escalation point for complex technical issues that cannot be resolved by frontline support teams.
• Analyze system logs, diagnostics, and performance data to identify root causes and corrective actions.
• Support critical issue resolution and system recovery activities to minimize customer downtime.
• Assist customers and field personnel with technical investigations and problem resolution.
• Validate system performance following installation, upgrades, repairs, and maintenance activities.
Field Engineering & Commissioning Support
• Provide onsite and remote support for system commissioning, testing, and acceptance activities.
• Conduct technical assessments of installations to ensure compliance with deployment standards and best practices.
• Verify proper system configuration, connectivity, and functionality prior to customer handover.
• Support deployment activities for new products, software releases, and system upgrades.
• Provide technical expertise during complex customer implementations and field investigations.
Engineering Liaison
• Act as the technical interface between customers, operations teams, and product engineering.
• Gather, document, and communicate technical findings to support engineering investigations.
• Reproduce and validate field-reported software and system issues where possible.
• Assist engineering teams in diagnosing and resolving product-related defects.
• Validate software updates, firmware releases, and engineering fixes in operational environments.
• Provide practical field feedback on system performance, reliability, and usability.
Training & Technical Enablement
• Deliver technical training for customers, installation partners, and internal personnel.
• Provide hands-on coaching during installations, commissioning, and troubleshooting activities.
• Support the onboarding and development of new technicians and support personnel.
• Conduct refresher training and technical workshops to improve operational capability.
• Assist with the development and delivery of training materials, user guides, and technical documentation.
Documentation & Reporting
• Maintain accurate records of technical investigations, customer issues, and resolutions.
• Document troubleshooting activities and corrective actions within company systems.
• Provide clear technical reports and recommendations following site visits and major investigations.
• Contribute to lessons learned and continuous improvement activities as required.
Project and Program Support
• Provide technical input to project and program planning, including deployment requirements, readiness assessments, and delivery schedules.
• Work with project and program delivery teams to coordinate technical activities across installations, commissioning, upgrades, and customer handover.
• Identify and communicate technical risks, issues, and dependencies that may affect delivery milestones, escalating concerns to the project or program lead.
• Support acceptance activities, progress reporting, and the transition from project delivery to ongoing service and support.
Required Qualifications
• Minimum 2 years of experience in Field Technical Support, Technology Specialist, or a similar technical role.
• Demonstrated experience supporting complex hardware and software systems in operational environments.
• Strong troubleshooting and root cause analysis capability.
• Experience diagnosing software, networking, and system integration issues.
• Understanding of IP networking, remote communications, VPNs, and system connectivity.
• Ability to interpret diagnostic logs, system reports, and technical data.
• Strong communication skills with the ability to engage effectively with customers, technicians, and engineering teams.
• Ability to work independently and manage multiple technical priorities.
• Valid driver's license and ability to travel extensively.
• Agile and able to perform physical labour, including working in/on and near heavy equipment, installation of wiring and components in tight areas, work at heights, extreme weather, underground, etc.
Travel Requirements
• Up to 50% travel throughout North America.
• Occasional international travel for training, development, and collaboration with global teams.
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Skills
Agile, Customer Success, Onboarding, Documentation

Employment type
Full-time

Work arrangement
No