software engineer

Posted on August 09, 2026 by Employer details Powerhouse Controls Limited

Industrial Automation Support Specialist - NEXIA

Job Details

Support Specialist ? NEXIA (Digital Transformation Group)

Location: Cambridge, Canada

• Location: Cambridge, ON
• Work location: Hybrid
• Salary: $ 31.00 to $ 82.00 HOUR hourly
• Terms of employment: Permanent employment Full time
• Starts as soon as possible
• Source: CareerBeacon #2605733

Position Overview:

The Support Specialist ? NEXIA is responsible for the day-to-day delivery of customer support, maintenance, and software update services across all active NEXIA deployments. NEXIA is a Powerhouse Controls Intralogistics orchestration software to help integrate automation into industrial facilities.

This role ensures uptime, responsiveness, and client satisfaction by executing Powerhouse Controls? service agreements, including the NEXIA Support, Maintenance, & Software Update Service Contract and its associated End-User License Agreements. The Support Specialist acts as the first line of operational contact for client issues, delivering exceptional technical support while maintaining compliance with contractual service levels, documentation standards, and cybersecurity expectations. This role operates within the Implementation Team, enabling customer success post-deployment and ensuring smooth transitions between project, service, and renewal stages.

Why Join Us?

• Health/Dental Benefits
• Increased Vacation
• Profit Sharing
• Birthdays off with pay
• Flexible work hours
• Fitness incentive
• Career development
• Social and Team building events
• Charitable donation matching
• RRSP/401K Matching
• AAA/CAA Basic membership coverage

What You?ll Do:

Support Delivery & Case Management

• Manage and resolve customer support requests submitted through the official support channels in accordance with defined SLAs.
• Classify, prioritize, and escalation issues by severity level (L1?L4) based on the NEXIA Support Contract.
• Execute remote troubleshooting, diagnostics, and configuration restoration using approved methods and secure data links.
• Document all support activity accurately and maintain traceability in the NEXIA support system.

System Maintenance & Health

• Perform proactive system health checks, configuration reviews, and offsite backups as defined by the client?s support package.
• Identify recurring or systemic issues and coordinate with Platform and Product teams to resolve root causes.
• Verify that clients maintain valid network, security, and software environments required for remote service delivery.

Software Update & Release Support

• Support installation, verification, and post-deployment validation of new NEXIA releases, patches, and updates.
• Review release notes and migration instructions to ensure compatibility and readiness before deployment.
• Track version control across all supported systems to maintain compliance with support eligibility (current + two prior versions).

Customer Communication

Communicate clearly and proactively with clients regarding issue status, resolution progress, and next steps.

Ensure customers understand the scope of their support.

Advertised Until

2026-09-09

#J-18808-Ljbffr