System Operations Support Specialist

Role

System Operations Support Specialist on the Customer Success team responsible for technical onboarding, tier-2 escalation, field system management, and proactive monitoring for rackmount image-processing servers at customer sites.

Key Responsibilities

• Lead technical onboarding and integrate PPO systems into complex production environments, addressing firewalls, VPNs, and network segmentation.
• Act as tier-2 escalation: investigate field incidents, analyze application and system logs, and package findings into actionable briefs for engineering and customers.
• Own customer communication throughout the lifecycle of technical issues and act as a trusted advisor to customers.
• Plan and execute software updates, OS patches, and AI model deployments on customer hardware while minimizing production disruption.
• Manage hardware components (PCIe, SSDs, BIOS) and coordinate with customer IT on network requirements.
• Define requirements for diagnostic tooling, validate new tools, and measure support capability improvements.
• Champion a shift from reactive to proactive support by driving monitoring and alerting features and building reports and dashboards.
• Embrace AI tools (including vibe coding approaches) to accelerate diagnosis, automate repetitive tasks, and scale troubleshooting.

Linux & Networking

• Use Linux command-line tools (grep, journalctl, systemd) for diagnostics and system management.
• Perform network diagnosis and configuration involving TCP/IP, NAT, DNS, DHCP, VLANs and utilities such as ping, traceroute, netstat, and ifconfig.
• Configure remote management (VPNs, SSH, VNC, HTTPS proxies) and collaborate with customer IT teams.

Requirements

• 3–5+ years in technical customer success, field applications, solutions engineering, or technical support.
• Strong communication skills; ability to manage technically complex customer conversations with empathy and patience.
• Proven troubleshooting and diagnostic skills: reading system logs, root-cause analysis, and translating findings for engineering and customers.
• Linux proficiency and comfort with command-line diagnostics.
• Experience deploying updates in field/production environments and supporting hardware components.
• Code literacy to read Python/Bash and use AI coding tools for one-off fixes.
• Availability for on-call support (evenings/weekends) and willingness to travel internationally if required.

Nice to Have

• Experience with industrial, embedded, or edge-computer systems.
• Familiarity with remote monitoring platforms, observability tooling, or log aggregation.
• Exposure to machine learning or AI-powered products.
• Experience in the food industry or industrial equipment manufacturing.
• Intermediate Python, familiarity with PLCs, Git, JIRA, technical writing, database queries, AWS services, and web application development.

Compensation

• Salary range: $90,000 - $100,000 CAD annually.

Location & Work Model

• Hybrid role; work primarily from PPO’s office in Waterloo, Ontario with some remote flexibility.