Trackunit is a fast-growing company and a leading supplier of IoT solutions, operating out of many offices worldwide. Trackunit specializes in digital solutions that connect machines, people, and systems in the global construction industry. The construction industry is the least digitalized industry of all. This lack of digitalization has left construction far behind a global economy on the rise and placed the industry as one of the least productive industries too.

We are looking for... 

We are looking for a new capable colleague to join our North American Technical Support team to help deliver a great customer experience for our customers from all over the world. As a Technical Support Associate at Trackunit, you are instrumental in delivering a great customer experience, guiding and supporting our customers to make sure they get the most out of our products and services. You will be right at the heart of matters, as you will deal with our customers on a daily basis handling customer requests over the phone and e-mail. We aim to meet our customers at eye-level and aim to provide support with professionalism and kindness.

You are going to work in an environment that is rich in diversity and inclusion, as our team consists of people from different countries and cultures. Collaboration and compassion are our key qualities, so you can be sure we provide you the support you need on this particular career path.

With locations in the hearts of London, ON and Kitchener, ON we offer you a flexible setup with the possibility to work from one of our locations or remotely from anywhere in Ontario. No relocation assistance is offered for this position.

What’s in it for you?

• A place in an agile growth SaaS business, with possibilities to grow internally in the company. We are moving quickly, so fasten your seat belt and prepare to adjust. Back in 2020 we were 150 employees at Trackunit and we have just passed 450 employees.
• International environment with regular check-ins and social events across teams, departments and borders.
• We take your personal and professional development goals seriously and we support them through training, coaching and mindfulness as well as with an open feedback culture to enable you to identify your strengths and opportunities. We do this by touching upon your impact on our triple focus: impacting yourself, impacting teams/relations and impacting the organization/strategy.
• Flexibility and hybrid working is not just a cliché to us or something we state in a job posting. We do offer you a flexible setup and believe that you best can structure how your routines look like. And once you have chosen how you work best, let us know what you need: we got you covered with the IT equipment you need for your work.
• Turning the Tide. At Trackunit, we aim to create and contribute to an inclusive workplace. And this priority starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. We only assess candidates on their qualifications and merit. Learn more about TIDE and other DE&I initiatives here. 

Role overview 

As a Technical Support Associate, you will be part of an international team with colleagues placed all over the globe and you will dive into the world of the leading SaaS-based IoT solution company for the construction industry, offering an ecosystem of hardware, fleet management software & telematics. Your main focus is to assist our customers with using our products and services as it relates to installation support, diagnosing and solving technical problems, and liaising with Trackunit partners.

Your role is crucial in resolving customer queries, recommending solutions and guiding our customers through features and functionalities. As a Technical Support Associate you are also responsible to guide them through the installation process, escalate reported bugs in the system and assist our customers with any technical challenges. We are seeking someone who thrives in an international environment, values customer experience and views every customer interaction as a chance to ensure customer satisfaction

Who are you ideally?

You’re someone who enjoys helping others, solving technical challenges, and working in an evolving, collaborative environment. You're not just good at figuring out issues—you actually enjoy it. Whether it's connected devices, cloud-based platforms, or integrated hardware/software systems, you dive in, ask the right questions, and find your way to a solution.
Here’s what we hope sounds like you:

• You bring a proactive mindset and curiosity—you don’t wait to be told what to do. You explore, investigate, and seek out solutions when something’s unclear.
• You're experienced with technology and quick to pick up new systems and tools. You might not know our platform (yet), but learning fast is your thing.
• You communicate clearly—whether you're on the phone with a customer, writing an email, or passing technical context to a developer. And yes, you know how to tailor your message based on who you're speaking to.
• You take ownership. If something’s not working, you step up—document, escalate when needed, and push for a resolution.
• You enjoy collaborating with others to get things done. Whether it’s your teammates, other departments, or our partners, you know effective solutions often come from working together.

Language-wise:

• You are fluent in English and ready to support our customers based in North America over the phone and via email.

Primary responsibilities:

• Supporting our customers with technical inquiries over the phone and via e-mail in a timely and effective way
• Analyze and report product malfunctions and follow up with customers to ensure their technical issues are resolved
• Accurately document and track support interactions and solutions using our ticketing system
• Collaborating with product and development teams and provide them feedback from a customer centric point of view.
• Fostering positive customer relationships by handling their challenges with effective communication and clear solutions
• Assisting in developing content for our Helpcenter. One of the most effective ways to enhance customer support is through knowledge sharing.

Our hiring process

Don't waste your time on writing the best possible cover letter for the job. We want you to create an impact that matters, and that's not in the cover letter.

• Initial phone conversation with a colleague from our People & Talent team to get to know each other a bit better.
• Virtual meet and greet. Meet with the hiring manager; Dustin
• Personality-based interview. You will be asked to fill out an online personality assessment using use Hogan prior to the interview. Our Hogan assessment enables us to understand your abilities and how you align with our team culture. Instead of seeking 'appropriate' responses, the priority is to develop a meaningful exchange that illustrates your synergy with the Trackunit team.
• Assignment-specific interview. We want you to get an insight into some of the concrete work tasks or projects related to the role. You will be given a case to prepare prior to the interview, and at the interview, you will present the case to relevant colleagues from across Trackunit, who you’ll also work closely with in the job.
• If needed, throughout the process we will obtain references from former employers and do background checks for level specific, if you have not provided these yourself.
• Offer presentation and walk-through. We’re lucky to have you!

The question is: Are you in? 

Trackunit is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.

Trackunit also prioritizes providing reasonable accommodations for qualified people with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let our People & Talents team know.