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Technical Support Specialist - Job Opportunity at Apera AI Inc

Toronto, Canada
Full-time
Mid-level
Posted: July 7, 2025
On-site
CAD 70,000-78,000 per year

Benefits

Employee stock options providing meaningful equity participation in company growth and success
Competitive health benefits package ensuring comprehensive medical coverage
Flexible vacation time supporting work-life balance
Annual learning budget with dedicated innovation time for professional development
Personalized development plans with structured career advancement opportunities

Key Responsibilities

Deliver expert-level technical support by resolving complex software and hardware challenges in customer automation cells, directly impacting operational efficiency
Troubleshoot issues in Apera's AI-powered robotic vision software (Vue) and simulation tool (Forge) to maintain customer productivity
Provide responsive multi-channel support via phone, email, and chat to ensure customer satisfaction and retention
Collaborate with Field Application Engineers, Robotic Solutions Engineers, and Product Team to drive cross-functional problem resolution
Manage critical production downtime events with clear communication and escalation coordination
Independently resolve 80% of incoming support tickets while maintaining SLA compliance for response and resolution times
Create and implement process automations and customer self-service improvements to scale technical support operations
Maintain and expand knowledge base weekly to prevent recurring customer issues and improve support efficiency

Requirements

Education

Bachelor's degree in engineering, computer science, or related field (or equivalent practical experience)

Experience

Minimum of 2 years of technical support, field service, or automation engineering experience

Required Skills

Experience with industrial automation, robotic systems, or vision technology Proven problem-solving skills and ability to work independently Strong written and verbal communication skills for customer interactions Proficiency with remote diagnostic and troubleshooting tools Ability and willingness to travel occasionally for in person training within Canada and the US Adaptable to a fast-paced work environment with shifting priorities
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Sauge AI Market Intelligence

Industry Trends

The industrial automation and robotics market is experiencing unprecedented growth, with AI-powered vision systems becoming critical for manufacturing competitiveness. Companies are increasingly adopting 4D vision technologies to handle complex tasks like bin picking and assembly that were previously too challenging for traditional automation. This trend is driving demand for specialized technical support professionals who can bridge the gap between advanced AI technology and practical manufacturing applications. Machine vision and robotic automation are converging with artificial intelligence to create new categories of manufacturing solutions. The integration of AI with traditional robotics is creating more sophisticated systems that require deeper technical expertise for support and maintenance. This evolution is particularly strong in North America, where manufacturers are investing heavily in automation to address labor shortages and improve productivity. The shift toward flexible manufacturing systems is creating demand for support specialists who understand both the technical complexity of AI-driven systems and the operational needs of modern factories. Companies are moving away from rigid automation toward adaptable systems that can handle variety and change, requiring support teams with broader technical knowledge and problem-solving capabilities.

Salary Evaluation

The offered salary range of CAD 70,000-78,000 is competitive for the Canadian market, particularly for Toronto where technical support roles in emerging technology sectors typically command premium compensation. This range reflects the specialized nature of AI and robotics support, positioning slightly above general technical support roles but appropriate for the mid-level experience requirement and cutting-edge technology focus.

Role Significance

Likely part of a small, specialized technical support team of 3-5 professionals reporting to the Application Engineering Manager. The collaborative nature with Field Application Engineers and Product Teams suggests a matrix organization structure typical of growing technology companies.
This is a mid-level individual contributor role with significant technical responsibility and customer impact. The position requires independent decision-making for complex technical issues while maintaining collaborative relationships with engineering teams. The role sits at a critical junction between customer success and product development, making it strategically important for company growth and reputation.

Key Projects

Implementation of automated diagnostic and troubleshooting workflows to improve support efficiency and reduce resolution times Development of comprehensive knowledge base systems and customer self-service portals to scale support operations Cross-functional collaboration on product improvement initiatives based on customer feedback and support ticket analysis Creation of customer training materials and documentation to reduce support volume and improve user adoption

Success Factors

Deep technical proficiency in AI-powered automation systems combined with exceptional problem-solving abilities to handle complex customer environments Strong communication skills that can translate technical concepts into actionable solutions for customers with varying technical backgrounds Proactive approach to issue resolution with the ability to identify patterns and implement preventive solutions Adaptability to rapidly evolving technology and customer requirements in a fast-paced startup environment Customer-focused mindset with the ability to maintain composure during critical production downtime events

Market Demand

High demand driven by rapid adoption of AI-powered manufacturing solutions and the specialized skill set required to support these advanced systems. The convergence of AI, robotics, and machine vision creates a niche market with limited qualified professionals, making experienced candidates highly sought after.

Important Skills

Critical Skills

Industrial automation and robotics expertise is essential as the core technology involves complex integration of AI software with manufacturing hardware systems. Understanding of robotic systems, PLCs, and manufacturing processes provides the foundation for effective customer support in production environments. AI and machine vision knowledge is crucial for supporting Vue and Forge software platforms. The ability to understand computer vision algorithms, AI model behavior, and troubleshooting techniques specific to vision systems directly impacts job performance and customer satisfaction. Advanced troubleshooting and diagnostic skills are fundamental for resolving complex customer issues remotely. The ability to systematically identify root causes, reproduce problems, and implement permanent solutions is critical for meeting SLA requirements and maintaining customer trust.

Beneficial Skills

Project management and process improvement skills would enhance ability to implement support automation and optimize workflows, supporting the company's growth trajectory and operational efficiency goals. Customer training and technical writing abilities would support knowledge base development and customer self-service initiatives, multiplying individual impact and supporting company scaling efforts. Understanding of manufacturing operations and lean principles would provide deeper context for customer challenges and enable more strategic support approaches that align with customer business objectives.

Unique Aspects

Opportunity to work with cutting-edge 4D vision technology that represents the next generation of manufacturing automation
Direct impact on customer success in critical production environments, providing immediate feedback on work effectiveness
Exposure to diverse manufacturing applications and industries through customer support interactions
Potential for significant equity upside as an employee-owned company in a rapidly growing technology sector
Structured performance objectives with clear metrics for professional development and advancement

Career Growth

Typical progression to senior technical roles within 2-3 years, with management opportunities emerging after 3-5 years of demonstrated success. The startup environment may accelerate advancement based on company growth and individual performance.

Potential Next Roles

Senior Technical Support Engineer with increased responsibility for complex enterprise accounts and technical mentoring Field Application Engineer focusing on customer implementation and technical consulting Product Support Manager overseeing technical support operations and team development Solutions Engineer combining technical expertise with customer-facing sales and implementation activities

Company Overview

Apera AI Inc

Apera AI Inc is a venture-backed startup specializing in AI-powered robotic vision systems for industrial automation. The company has achieved recognition as a 2024 BCTIA Growth Award winner and focuses on enabling manufacturers to implement flexible, productive automation solutions. Their core technology provides robots with 4D Vision capabilities for complex manufacturing tasks.

Emerging player in the AI-powered manufacturing automation space with strong backing and industry recognition. The company appears to be in growth phase with expanding customer base and proven technology applications in challenging manufacturing environments.
Based in Vancouver with Toronto operations, indicating expansion across major Canadian technology hubs. The company's focus on North American manufacturers suggests strong regional market penetration with potential for international growth.
Startup environment emphasizing innovation, collaboration, and rapid growth. The company culture appears to value technical excellence, customer focus, and entrepreneurial thinking, with emphasis on employee ownership through equity participation.
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