Technical Support Engineer - Markham, Toronto
Job Details
Optional Work from Home

At Digital Lumens, Inc, we make facilities better and brighter, smarter and safer. Our sole focus is on helping people by improving the facilities where they work, learn, and heal. We use our proven technology and deep expertise to transform how our customers illuminate, monitor, and manage key facilities — including industrial facilities, offices, and other commercial buildings, healthcare centers, and educational campuses.

We’re adept at solving critical problems by listening to the most important voices at any facility — the people who work there every day. Then we create smart solutions that boost efficiency, reduce waste, increase sustainability, and ensure comfort and safety. With advanced lighting at the core, we go much further — adding exceptional new capabilities that turn illumination into insights, changes into savings.

Digital Lumens, Inc features innovative, dynamic brands ready to improve facility performance. Our two brands — Digital Lumens and Encelium — bring advanced but easy-to-use solutions to our diverse customers so they can achieve new efficiency, comfort, and control.


The Technical Support Engineer plays a critical role in delivering on our promises of Customer, Value, Easy, and, Learning.


The Technical Support Engineer combines their technical expertise and Encelium systems proficiency with a customer-centric view of the world to ensure that all customer issues that reach them are resolved promptly, with respect and empathy.


The Technical Support Engineer’s focus is to ensure that all our customers realize value from the Encelium system. Learning is essential to the Technical Support Engineer as they are both a teacher and a student; regularly coaching and training our customers to be more self-sufficient while also continuously learning the application of the Encelium system and related controls and networking technologies.


What’s more, this learning mindset enables the Technical Support Engineer to read and react to the situation, displaying the situational fluency to engage customers up and down their organization and bring back those learnings to inform product roadmaps and advance commissioning activities. 


Your Responsibilities:


  • Phone and email-based customer facing technical support for Encelium systems. 
  • Responsiveness, follow-through, consistency of purpose every day for every customer.
  • Point person for resolving customer and partner technical support questions and system issues. 
  • Troubleshooting product, network, electrical, commissioning, and configuration issues that customers, partners, and installers encounter
  • Remote access to deployed systems to deliver technical services.
  • Customer training on product and related technical topics. 
  • Maintain accurate records in problem resolution tracking system.