Presales Specialist, Burnaby

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

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

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 experienceUnderstanding of hardware and electrical circuits

Retail or customer service experienc

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)

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