Support Engineer I

Department: Engineering

Employment Type: Full Time

Location: Oakville, Ontario HQ

Reporting To: Rachel Hattaway

Compensation: $60,000 - $70,000 / year

Description

What you'll do:

• Log and track bugs, defects, and any issues reported by users;
• Conduct root cause analysis and troubleshoot hardware and software issues on prototype instruments;
• Perform routine maintenance and repairs to keep prototypes operational;
• Run routine quality control checks and ensure that all instruments meet performance and reliability standards;
• Provide training and answer questions for users of our prototype devices;
• Document findings from troubleshooting and repair activities and communicate them to the development team;
• Work closely with the engineering team to implement solutions and improvements based on user feedback;
• Contribute to continuous improvement of the prototypes through testing, feedback, and hands-on fixes.
• Design and implement infrastructure solutions aimed at maintaining a safe and streamlined work space.

What you'll need:

• Bachelor’s degree in applied physics, mechanical, electrical, or mechatronics engineering, or a related field;
• Experience with hands-on technical work, including troubleshooting, repair, and maintenance;
• Strong organizational skills for tracking issues and quality control activities;
• Ability to communicate technical findings clearly, both in writing and verbally;
• Familiarity with tools for basic hardware, software testing, and repair
• Basic knowledge of quality control and reliability testing;
• Experience with CAD software (Solidworks preferred) for understanding design elements;
• Ability to work collaboratively in a team environment, supporting engineers and users alike.

• Experience with root cause analysis and troubleshooting of electromechanical systems;
• Familiarity with bug tracking systems and quality management software;
• Understanding of regulatory environments such as FDA, ISO standards, or GMP guidelines;
• Basic programming skills for test automation or troubleshooting (Python, C/C++).
• Appreciation of puns!

Why Join Us?

• Be on the front line supporting prototype instruments that power our next-generation diagnostic platform, helping keep R&D teams moving and experiments on track. 
• You’ll gain broad exposure to mechanics, electronics, software, and real-world product development while working closely with the engineers building the systems. 
• As we iterate quickly from prototype to product, you’ll have the opportunity to sharpen your troubleshooting skills, shape support processes, and see your work directly contribute to better patient care.
• You’ll join a team that values curiosity, ownership, and clear communication, and you’ll be trusted with meaningful responsibility from day one. 
• If you enjoy solving hands-on problems, improving systems, and working in a fast-paced environment where your impact is visible, this is a place where you can grow and make a difference.