This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Emergency Call Handling NG911 Support Specialist based in Canada.

This role offers the opportunity to provide critical technical support for emergency communication platforms that help ensure reliable public safety services.
The Emergency Call Handling NG911 Support Specialist will support customers and partners by troubleshooting complex software, hardware, networking, and telephony environments.
You will work in a fully remote technical support role, collaborating with internal teams and external stakeholders to resolve high-impact issues.
The position combines hands-on troubleshooting, customer communication, and problem-solving within a fast-paced technology environment.
You will contribute to platform reliability by managing incidents, improving support processes, and maintaining technical knowledge resources.
This is an ideal opportunity for a technically skilled support professional who enjoys solving complex challenges and making a meaningful operational impact.

The Emergency Call Handling NG911 Support Specialist will provide frontline technical support for emergency communication platforms, ensuring customer issues are efficiently diagnosed, resolved, and escalated when needed.

• Provide remote technical support to customers and partners using Emergency Call Handling and NG911 platforms.
• Troubleshoot issues involving Windows and Linux servers, networking components, gateways, desktop applications, server hardware, and SIP-based telephony environments.
• Create, manage, and update support tickets throughout their full lifecycle.
• Communicate issue status, progress updates, and resolutions to customers, partners, and internal stakeholders.
• Escalate complex incidents to appropriate support teams when required.
• Maintain and contribute to internal knowledge base documentation.
• Investigate technical issues, identify root causes, and drive problems through to resolution.
• Support system reliability by applying structured troubleshooting methods and best practices.
• Collaborate with technical teams to improve support processes and customer experience.

The ideal candidate has technical support experience, strong troubleshooting abilities, and excellent communication skills to support critical technology environments.

• Minimum of 1 year of technical support experience.
• Experience supporting Windows Server environments (2012 or newer).
• Knowledge of Linux environments, particularly CentOS.
• Understanding of networking concepts and network troubleshooting tools.
• Experience with analog and/or digital telephony, particularly SIP protocols.
• Familiarity with VMware and/or Linux KVM virtualization technologies.
• Knowledge of HP server hardware and troubleshooting practices.
• Strong written and verbal communication skills with professional fluency in English.
• Excellent interpersonal skills and a customer-focused approach.
• Ability to troubleshoot complex technical issues and manage stressful situations effectively.
• Strong ownership mindset with the ability to follow issues through to resolution.
• Schedule flexibility to support operational requirements.

Preferred qualifications:

• Experience with AudioCodes gateways.
• Additional experience troubleshooting HP servers and desktop environments.
• Familiarity with NG911 environments.
• Experience with ServiceNow or similar IT service management platforms.
• Experience supporting Windows desktop applications.

• Fully remote work opportunity for candidates based in Canada.
• Competitive annual salary range of $40,000 to $50,000 CAD.
• Opportunity to work on technology supporting critical emergency communication services.
• Exposure to advanced telecommunications, networking, and public safety platforms.
• Collaborative environment with experienced technical professionals.
• Opportunities to strengthen technical expertise across multiple infrastructure domains.
• Meaningful customer-facing role with direct impact on system reliability and service quality.
• Continuous learning opportunities in a rapidly evolving technology landscape.