Software Customer Support (Remote)
About Us
Shearwater Research is a privately held, profitable technology company which is the world leader in the field of technical diving computers and rebreather oxygen controllers. Based in Richmond, British Columbia, we have dealers in over 70 countries, and service centers in Canada, USA, UK, and New Zealand. We take pride in our corporate culture of high energy excellence, with self-managed professionals who thrive in delivering results in a tangible, visible manner. We are a fast growing company with a very bright future.
We provide a culture that embraces innovation, passion, and performance excellence. We offer professional growth opportunities and a dynamic, informal, and engaging workplace. Join our team and enjoy an inspiring environment, where challenging and interesting work is part of daily life. We invite you to check us out at www.shearwater.com
Software Customer Support (Remote)
Shearwater Cloud is our mobile and desktop application that allows divers to interact with dives from our dive computers. When problems occur for customers, it is essential that they get the support they need. Technical Software support work represents Shearwater’s core value of really really caring about customers.
Key Responsibilities
1. Software Customer Service
- Provide App device support to customers and users in the field. Troubleshoot issues with digital dive log and dive computer Bluetooth.
- Respond to customer /user software issues/questions and ensure efficient follow up of CS ticketing system emails/enquiries
2. Engineering Support
- Identify core issues and work with any or all of the Software, firmware, hardware and other engineering teams to resolve customer/user issues
- Report trends in failures/service issues to Customer Care Manager and/or QA as appropriate.
3. Technical User Documentation
- Write technical documentation for customer troubleshooting use and ensure all instructions organized and filed for regular service updates as required.
- Technical writing support for customer and user product manuals. Document processes and instructions/information for product use sections.
Technical Requirements
- Electrical/Computer Science/Software background degree or equivalent technical diploma
- 1+ years working in C# , Unity desirable.
- Software Quality process debugging and solutions driven documentation experience
- Familiar with code version control software (SVN, GIT)
- Bluetooth communications knowledge desirable
Key Competencies
- Excellent communicator with good written and verbal skills
- Strong customer service orientation. Proven experience communicating respectfully and empathetically with customers.
- Familiarity with business programs such as Outlook, MS Word, Excel and PowerPoint. Ticketing systems (e.g., Zendesk, Helpdesk), ERPs (e.g., Microsoft Business Central) or Issue Tracking software like Jira an asset.
- Strong technical problem solving and individual time management skills with a drive to get things done.
- A team player with an affinity for inclusion and collaboration in a technically competent group
Beneficial Experience
- Scuba diving, interest in company sponsored scuba training or you think scuba diving is pretty cool
- Other programming languages: Java, Python
- Prior experience in a consumer electronic products environment.
Benefits
These are some of the benefits Shearwater employees enjoy:
- Flex time and Hybrid work site arrangements for most professional staff
- Company paid Life, AD&D, Dental, Extended Health, EAP Plan + Health Spending Account
- Competitive vacation allowance • Group RSP with company matching contributions
- 5 personal days per calendar year (paid out if not used) • Diving – open water ticket, dry suit and advanced training company paid
- Bonuses based on successful annual financial performance of the company
- 10 min tenant shuttle (or bus) from Skytrain and local Parking available
To apply, send your cover letter and resume to resume@shearwater.com
Shearwater Research, is a privately held technology ISO9001:2015 certified world leader in the field of dive computers for serious divers. Based in Richmond, British Columbia, we have dealers in over 70 countries, and service centers in Canada, USA, UK, New Zealand, and Thailand.
Shearwater Research is an equal opportunity employer. If you are contacted regarding the position, please advise the member of our recruiting team of any accommodation measures you may require during our selection process. Information received relating to accommodation needs of applicants will be addressed confidentially.
Contact and Next Steps
Please submit your resume and cover letter by email to resume@shearwater.com
