Senior Applications Specialist

Think back—was there ever an elevator ride that made you go, “Whoa, this is nice”?

Maybe it was an elegant glass lift or a minimalist stainless-steel rocket.

It might have shaped your first impression or left a lasting memory of a building.

Chances are, the details made the difference; with an aesthetic interior and stylish, well-built buttons and fixtures. Immersive digital technology like visual displays may have turned a simple ride into a memorable experience as well. You may not have noticed these details then, but once you’ve worked with us, you’ll start noticing them everywhere you go.

Company Overview:

We have a vision – to have a MAD product in every elevator. Headquartered in Mississauga Canada, our 80,000 sq. foot facility focuses on the efficient production of industry-leading fixtures, high quality elevator car interiors, and cutting-edge digital products.

At MAD, we set you up to be the expert – providing the tools, support, and environment to help you thrive. From there, it’s all you – your drive and ideas lead the way. MAD has been ranked among Canada's top 500 fastest growing companies, one of Canada’s Best Managed Companies, a Best Places to Work in Canada, and among Best Employers for Recent Graduates.

Our New Senior Applications Specialist:

As a Senior Applications Specialist, you will work across three connected areas: (1) providing advanced technical support for customer issues and escalations, (2) owning post-sales and pre-sales product questions, and (3) contributing to R&D product development through documentation, drawings, schematics, and validation support.

The ideal candidate is a proactive, adaptable, and technically skilled professional who can independently resolve complex customer and product issues while supporting continuous product improvement. They possess a strong troubleshooting mindset, excellent research and analytical skills, and the ability to balance multiple priorities in a fast-paced environment. Organized and proactive, they can anticipate needs, gather information from multiple sources, and collaborate effectively across teams to drive solutions and support business objectives. Success in this role requires strong customer focus, sound technical judgment, and the ability to work effectively with minimal supervision.

What you will do in the role:

Customer Support & Escalations

• Analyze complex customer, networking, and system integration issues to identify root causes and implement effective technical solutions.
• Manage the deployment and configuration of integrated systems, ensuring optimal performance and reliability.
• Travel to customer sites in Canada and the US for advanced troubleshooting and on-site support.
• Provide post-sales customer support, including consultation on product configuration, installation, and usage.

Product & Pre-Sales Support

• Own and respond to product and pre-sales questions from Product Management and Sales through the proper channels.
• Provide pre-sales support, including customer consultation related to networking, firewalls, etc.
• Collaborate with customers, Sales, Project Management, and engineering teams to gather and prioritize product requirements, ensuring alignment with market needs and customer expectations.

R&D Product Development

• Contribute to product development and new product initiatives.
• Produce drawings and schematics to support product development, configuration, and field use.
• Support prototyping, validation, and product testing activities.

Product Improvement & Quality

• Analyze recurring product issues and support ticket trends to identify opportunities for product and quality improvements.

Documentation & Enablement

• Create and maintain product documentation (user manuals, troubleshooting guides, installation and commissioning guides, and standard operating procedures) and train internal technical support as appropriate.
• Develop and maintain product documentation and provide knowledge transfer and training to internal teams as appropriate.

Other

• Other duties as assigned.
• Able to lift up to 15 lbs; may work in hot areas 5%, noise 0%.
• Ensure adherence to Health and Safety as well as active participation in 5S activities in the work area.

Measures of Success

1. Escalation Resolution: ≥90% of customer escalations resolved within target service levels; root cause documented for 100% of critical issues.
2. Support Backlog Management: Open escalation and product-question backlog maintained within target levels; aging items reduced by 25%+.
3. Technical Response Performance: ≥95% of product and pre-sales inquiries responded to within established response targets.
4. Documentation Accuracy & Completion: 100% of required product documentation, schematics, and technical resources delivered on time and maintained accurately.
5. Product Improvement Impact: Recurring issues tracked and addressed through corrective actions, with measurable reduction in repeat support cases.
6. Product Development Support: Validation, testing, and technical deliverables completed on schedule to support successful product releases.

What you bring to the role:

• A Degree in Electrical Engineering, Computer Science, or related technical discipline or equivalent relevant experience
• Minimum 8 years of experience in advanced systems engineering support, focusing on complex technical problem resolution
• Strong networking fundamentals (LAN, WAN, NAT, DNS, firewalls, managed switch, etc.)
• Hands-on experience with Linux and Windows
• Demonstrated ability to diagnose sophisticated technical issues and implement effective solutions
• Ability to read and create network and system diagrams (topology, connectivity, and integration diagrams)
• Ability to read and interpret electrical schematics and wiring diagrams to support troubleshooting and customer communication
• Experience with issue tracking tools (e.g., Jira) and knowledge base (e.g., Confluence)
• Working knowledge of diagramming/CAD tools is an asset
• Ability to work collaboratively with cross-functional teams
• Willing to adapt to evolving technologies and industry standards
• Thoroughness and attention to detail in all aspects of work, including documentation
• Excellent written and verbal communication skills for documentation, training, and customer interaction
• Willing and able to travel within Canada and USA
• Able to travel at least 15%
• Clear Background Checks – Criminal (required)
• Eligible to work in Canada

This position is located at 6635 Ordan Drive in Mississauga, ON. Hours are typically 8:00am to 4:30pm.

Pay: $100,000 - $120,000

This is a Full-time, Salary position.
This posting has two (2) vacancies.

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Due to the number of responses, only qualified candidates who meet the requirements of the job will be selected for an interview.

We are an Equal Opportunity Employer in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA) and the Ontario Human Rights Code (OHRC). Accommodations can be made available to applicants with disabilities throughout the recruitment, selection and/or assessment process.

If you require accommodation in applying for a posting, please contact Human Resources.