Presales Specialist

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:

Pre-Sales Solution Design & Support

• 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

Product Expertise & Consultation

• 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 experience
• Understanding of hardware and electrical circuits
• Retail or customer service experienc
• Commercial/Professional audio background
• 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)