BILINGUAL TECHNICAL SUPPORT SPECIALIST
About the role
THE OPPORTUNITY Cartel is looking for a sharp, bilingual Technical Support Specialist to join our growing team at our Langley headquarters. This is a high-impact, client-facing role at the heart of our post-sales support and NOC operations — a place where your technical depth, problem-solving instincts, and bilingual communication skills will directly shape the experience of clients across Canada who rely on our mission-critical systems every day. If you thrive under pressure, love untangling complex technical puzzles, and take pride in delivering service that goes beyond the expectation — this is the role for you. You’ll work across a broad stack of technologies (telephony, networking, RF, IT infrastructure) while serving as a trusted point of contact for clients ranging from transit authorities to public safety agencies.
AT A GLANCE Location: Langley, BC (HQ) — on-site Reports to: Director of Technical Support Travel: No regular travel required Clearance: Must be eligible for Canadian Government Security Clearance Language: Bilingual — French & English (required)
WHY CARTEL • ISO 9001:2015 certified — we hold ourselves to a Centre of Excellence standard • Work on technically diverse, meaningful systems that support public safety, transit, and enterprise clients • A collaborative team that invests in professional development and continuous learning • Stable, growing organization with a strong reputation across Canada
WHAT YOU’LL DO You’ll be the technical lifeline for our clients — diagnosing, troubleshooting, and resolving issues on the systems that matter most to them. Day-to-day, you can expect to: • Own support incidents end-to-end: from first contact through resolution, ensuring SLA commitments are met or exceeded • Communicate proactively with clients — delivering clear, confidence-building updates across phone, email, and chat • Bridge the gap between complex technical systems and diverse client audiences, adapting your language to the audience • Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system in real time • Track time and material expenditures tied to support incidents to support billing accuracy • Escalate effectively within NOC workflows, looping in the right people at the right time • Contribute to pre-sales SLA scoping and internal knowledge sharing • Stay current on industry advancements and share learnings with your team
WHAT YOU BRING Required qualifications: • Bilingual — fluent in both French and English (written and spoken) • 2+ years of hands-on experience configuring, commissioning, and troubleshooting networking and IT infrastructure • 2+ years in a technical customer support environment • 2+ years working with mission-critical recording systems • 2+ years in switching, routing, and firewall design/implementation for industrial, public safety, or transit networks • Eligible for — or currently holding — Canadian Government Security Clearance
Technical skills you’ll put to work: • SIP / Analog POTS / PBX telephony • IP Routing & IP Multicast • Active Directory / LDAP • Linux & Windows (Desktop and Server) • Wireshark and hardware troubleshooting • Reporting and analysis
The kind of person you are: • A natural problem-solver who gets energized by unfamiliar challenges, not paralyzed by them • Quick to pick up new technologies and enjoys formal and self-directed learning • A clear, confident communicator who adapts their style to the audience • Detail-oriented — you document thoroughly and follow through consistently • Comfortable working both independently and as part of a close-knit technical team
HOW TO APPLY If you’re a bilingual technical professional who takes ownership, communicates with clarity, and loves solving the problems others find too complex — we want to hear from you. Apply with your resume and a brief note on your relevant experience.
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BILINGUAL TECHNICAL SUPPORT SPECIALIST
About the role
THE OPPORTUNITY Cartel is looking for a sharp, bilingual Technical Support Specialist to join our growing team at our Langley headquarters. This is a high-impact, client-facing role at the heart of our post-sales support and NOC operations — a place where your technical depth, problem-solving instincts, and bilingual communication skills will directly shape the experience of clients across Canada who rely on our mission-critical systems every day. If you thrive under pressure, love untangling complex technical puzzles, and take pride in delivering service that goes beyond the expectation — this is the role for you. You’ll work across a broad stack of technologies (telephony, networking, RF, IT infrastructure) while serving as a trusted point of contact for clients ranging from transit authorities to public safety agencies.
AT A GLANCE Location: Langley, BC (HQ) — on-site Reports to: Director of Technical Support Travel: No regular travel required Clearance: Must be eligible for Canadian Government Security Clearance Language: Bilingual — French & English (required)
WHY CARTEL • ISO 9001:2015 certified — we hold ourselves to a Centre of Excellence standard • Work on technically diverse, meaningful systems that support public safety, transit, and enterprise clients • A collaborative team that invests in professional development and continuous learning • Stable, growing organization with a strong reputation across Canada
WHAT YOU’LL DO You’ll be the technical lifeline for our clients — diagnosing, troubleshooting, and resolving issues on the systems that matter most to them. Day-to-day, you can expect to: • Own support incidents end-to-end: from first contact through resolution, ensuring SLA commitments are met or exceeded • Communicate proactively with clients — delivering clear, confidence-building updates across phone, email, and chat • Bridge the gap between complex technical systems and diverse client audiences, adapting your language to the audience • Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system in real time • Track time and material expenditures tied to support incidents to support billing accuracy • Escalate effectively within NOC workflows, looping in the right people at the right time • Contribute to pre-sales SLA scoping and internal knowledge sharing • Stay current on industry advancements and share learnings with your team
WHAT YOU BRING Required qualifications: • Bilingual — fluent in both French and English (written and spoken) • 2+ years of hands-on experience configuring, commissioning, and troubleshooting networking and IT infrastructure • 2+ years in a technical customer support environment • 2+ years working with mission-critical recording systems • 2+ years in switching, routing, and firewall design/implementation for industrial, public safety, or transit networks • Eligible for — or currently holding — Canadian Government Security Clearance
Technical skills you’ll put to work: • SIP / Analog POTS / PBX telephony • IP Routing & IP Multicast • Active Directory / LDAP • Linux & Windows (Desktop and Server) • Wireshark and hardware troubleshooting • Reporting and analysis
The kind of person you are: • A natural problem-solver who gets energized by unfamiliar challenges, not paralyzed by them • Quick to pick up new technologies and enjoys formal and self-directed learning • A clear, confident communicator who adapts their style to the audience • Detail-oriented — you document thoroughly and follow through consistently • Comfortable working both independently and as part of a close-knit technical team
HOW TO APPLY If you’re a bilingual technical professional who takes ownership, communicates with clarity, and loves solving the problems others find too complex — we want to hear from you. Apply with your resume and a brief note on your relevant experience.