Technical Support jobs in Kitchener, ON

Who We Are

At Sienci Labs, we're passionate about designing and supporting hobby CNC machines that help makers bring their ideas to life. As we continue to grow, we're looking for someone who enjoys diagnosing mechanical problems, understanding how machines work, and helping customers successfully build, operate, and maintain their CNC equipment.

This role is ideal for someone who likes solving real-world mechanical and technical challenges, whether that's helping a customer square their machine, diagnosing an electrical issue, or guiding them through software configuration. If you're naturally curious, enjoy hands-on troubleshooting, and can explain technical concepts in a clear and friendly way, we'd love to hear from you.

Who This Role Is For

This role is a great fit if you enjoy building, repairing, or understanding how machines work. Whether you've worked with CNC machines, automotive systems, woodworking tools, industrial equipment, robotics, or other mechanical systems, you'll likely enjoy the variety of technical challenges this position offers.

This is not an IT, networking, or software development position. While you'll assist customers with CNC software, the primary focus is diagnosing and solving mechanical, electrical, and machine operation issues.

Key Responsibilities

• Help customers diagnose and resolve mechanical, electrical, and CNC software issues by phone, email, and remote support.
• Troubleshoot customer concerns by recreating issues and testing solutions using our in-house CNC machines and accessories.
• Guide customers through machine assembly, calibration, setup, maintenance, and operation.
• Assist customers in using our troubleshooting guides, documentation, and knowledge base while identifying opportunities to improve those resources.
• Answer customer questions about our CNC machines, accessories, orders, shipping, and general product information.
• Develop and maintain a strong understanding of our products, common customer challenges, and best practices to provide accurate and practical guidance.
• Stay current with product improvements, firmware updates, accessories, and production changes to ensure customers receive the most up-to-date support.

Secondary Responsibilities:

• Coordinate missing/replacement parts with the shipping department
• Modify and refund orders on WooCommerce based on customer requests
• Generate quotes and invoices for institutions such as Schools, businesses or non-profit organizations that require Tax-Exempt status

Required Qualifications:

• Minimum 3 years of experience in a customer support role (phone and email support)
• Technically proficient with mechanical components
• Strong diagnostic skills, able to troubleshoot mechanical, electrical and software issues
• Experience using Zendesk or a comparable CRM system
• Familiarity with shipping platforms such as ShipStation, UPS WorldShip, or equivalent
• Strong written and verbal communication skills
• Comfortable handling a variety of customer personalities and situations professionally
• Strong organizational skills and attention to detail
• Ability to multitask and manage time effectively in a fast-paced environment
• Required in-office time to help fulfill customer support replacement/missing parts

Nice to Have:

• CNC, Laser or 3d Printing experience
• Understanding of gcode, CAM/Design software
• Experience working in a hardware or technical product company

What We Offer:

• Competitive salary based on experience
• Health and dental benefits
• Opportunities for growth within the company
• Supportive and collaborative team culture
• On-the-job training with room to develop your skill set

This job is on-site at our Waterloo office, with opportunities for hybrid work following probation.

How to Apply:

Submit your resume and a brief cover letter outlining why you’re a great fit for this role. Please include your interests and hobbies - telling us more about you is what will help you stand out! Applications without both of these items will not be considered.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Discounted or free food
• Extended health care
• Flexible schedule
• On-site parking
• Vision care

Application question(s):

• Have you submitted a resume and cover letter including your hobbies and interests?

Work Location: In person