We are hiring! About us https://www.tp-link.com/ca
Headquartered in the United States, TP-Link is a global provider of reliable networking devices and smart home products, consistently ranked as the world’s top provider of Wi-Fi devices. The company is committed to delivering innovative products that enhance people’s lives through faster, more reliable connectivity. With a commitment to excellence, TP-Link serves customers in over 170 countries and continues to grow its global footprint.
Established over 15 years ago, TP-Link Canada Inc. operates as the Canadian subsidiary, embodying values of professionalism, innovation, excellence, and simplicity. At TP-Link Canada, we cultivate a dynamic and forward-thinking work environment where every team member is valued, supported, and encouraged to thrive.
Join us in driving the future of connectivity — we’re passionate about what we do!
We are hiring for an existing vacancy and are seeking a knowledgeable and experienced Level 2 Customer Technical Support Specialist to join our team.
The L2 Customer Technical Support Specialist will play a vital role in ensuring customer satisfaction and supporting the success of our ISP, SMB, and Enterprise product lines.
This position will provide Level 2 technical support to Level 1 Support Specialists, who serve as the first point of contact for customers. The L2 Customer Technical Support Specialist will be responsible for troubleshooting and resolving complex network-related issues and inquiries in a timely and efficient manner, with a strong focus on business-level networking environments.
Thank you in advance for your interest in TP-Link. We look forward to reviewing your resume!
Location: On-site | 88 Fulton Way, Richmond Hill, ON
Type: Full-Time | Salary + Bonus + Benefits + Paid Time Off
Salary Range: $70,000 minimum to $90,000 maximum (Salary is based upon candidate’s experience and qualifications, as well as market and business considerations).
Job Requirements:
- Bachelor’s degree in computer science, Information Technology, Telecommunications, or a related field.
- 3+ years of experience in technical support, enterprise network solutions, or a related role.
- Strong understanding of networking protocols and network architectures.
- Hands-on experience with enterprise-level networking devices, including routers, switches, and wireless access points.
- Proficiency in analyzing logs, packet captures, and designing technical solutions.
- Experience with bid analysis and crafting technical solutions for enterprise customers is a plus.
- Excellent written and verbal communication skills in English/Chinese.
- Strong customer service mindset with a proactive approach to problem-solving.
- Ability to work collaboratively with cross-functional teams.
- Respond to urgent cases, including those requiring attention outside of regular working hours.
- Relevant certifications such as CCNA, CCNP, or equivalent certifications.
- Experience providing training to internal teams and external customers.
- Familiarity with technical support for enterprise-level clients.
- Experience in a ticketing system such as Zendesk.
- Eligibility to work in Canada
Essential Duties & Responsibilities:
- Handle complex issues escalated from L1 Support, providing timely and effective solutions to minimize impact on customers.
- Deliver remote and on-site technical support for troubleshooting and resolving product issues.
- Analyze technical requirements for customer bids and proposals.
- Design and deliver solutions based on TP-Link products that meet customers' and business objectives.
- Collaborate with sales and engineering teams to ensure successful implementation of solutions.
- Work directly with key Canadian customers to address inquiries, ensure satisfaction, and build long-term relationships.
- Coordinate with L3 Support teams (R&D, testing, product) to diagnose and resolve advanced technical challenges.
- Deliver training sessions to internal teams (e.g., L1 Support) to enhance their technical expertise.
- Conduct technical training for external customers to help them better understand and utilize products.
- Update and maintain internal knowledge bases with troubleshooting processes, best practices, and solutions.
- Gather feedback from customers regarding product performance and usability.
- Participate in the validation and testing of new products to ensure technical readiness for market entry.
- Perform other duties as assigned
Please forward your resume to [email protected]
In Accordance with the Accessibility for Ontarians with Disabilities Act (AODA), TP-Link Canada strives to ensure that all recruiting processes are non-discriminatory. If you require accommodation, please advise HR in advance of attending the interview.
TP-Link Canada is not using artificial intelligence to screen, assess, and/or select applicants.
All personal data being collected will be treated in strict confidence and used for recruitment purposes only.
Only candidates selected for an interview will be contacted. All other applicants are thanked for their interest.
Job Types: Full-time, Permanent
Pay: $70,000.00-$90,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care
Ability to commute/relocate:
- Richmond Hill, ON L4B 1J5: reliably commute or plan to relocate before starting work (required)
Language:
- Mandarin (required)
- English (required)
Work Location: In person
