Customer Service Engineer (Part-Time)

This is a part-time remote role (15–25 hours/week, evenings and weekends), with required on-site training at our Mississauga office up to once per month. About Trajekt Trajekt Sports is revolutionizing the world of baseball through high-fidelity robotics and data-driven performance. Our flagship product is the world’s most advanced pitch-replication robot, capable of mimicking any pitcher’s exact delivery, spin, and trajectory. By merging hardware, software, and sports science, we provide baseball players - from amateurs to professionals - with a training experience that was once thought impossible. We are a fast-growing team of engineers and innovators dedicated to precision, and we are looking for a customer-centric all-star to help us maintain our high standards as we scale. About the Role We're seeking a technically-minded L2 Customer Service Representative to serve as the second line of defense for complex technical issues affecting our fleet of Trajekt Arc systems. You'll work at the intersection of Customer Support and Engineering, diagnosing escalated hardware and firmware issues, monitoring error logs across the fleet, and ensuring the right people and information converge to resolve customer downtime quickly. Key Responsibilities Technical Triage & Diagnosis Triage and resolve escalated hardware/firmware issues from the support and operations teams, acting as the second line of defense for more complex problems. Directly assist Customer Support when their playbooks miss or reach their ends, triaging the actual fixes to Engineering when needed, and validating that engineering fixes resolve the core issues. Execute structured root cause analysis using logs, system behavior, and configuration review. Provide detailed reports to engineering teams for escalated issues, and close the loop with cross-departmental communications when needed. Provide feedback on recurring issues reported by customers. Front-Line Customer Support Act as the initial point of contact for customer service tickets, triaging and/or escalating requests to the appropriate engineering teams when required. Communicate clearly with both customer teams and internal engineering staff System & Documentation Improvement Recommend and implement improvements to troubleshooting tools, documentation, and maintenance playbooks. Ensure that Customer Support's tools maintain maximum coverage over real fleet issues. Requirements Available for up to 1 week of in-person training at the Trajekt office in Mississauga. Able to travel to the Trajekt office up to once per month for ongoing training. Comfortable investigating issues using logs, system outputs, and configuration analysis. Strong understanding of how software interacts with firmware and hardware. Strong communicator, comfortable in both written and oral communication, asking the right questions and managing stakeholder expectations. Strong sense of urgency. You understand that downtime is unacceptable in a customer's world. Problem solver who can own an issue from start to finish and work with internal teams to end-customer satisfaction. Nice to Haves Experience with robotics, embedded systems, or other integrated hardware-software systems. An interest in baseball and/or an understanding of the game. Associate degree or higher in Mechatronics, Robotics, Electrical Engineering Technology, or related field - or equivalent hands-on technical experience.

Act as the second line of defense for complex technical issues affecting Trajekt Arc systems by diagnosing hardware and firmware problems. Collaborate between customer support and engineering teams to resolve downtime and improve troubleshooting documentation.

Requires a technically-minded individual comfortable with log analysis and the interaction between software, firmware, and hardware. Must be able to travel to the Mississauga office for training and possess strong communication skills.

• Technical DocumentationSouhaitée
• Customer supportSouhaitée
• Root Cause AnalysisSouhaitée
• Stakeholder ManagementSouhaitée
• Embedded SystemsSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Technical Triage
• Root Cause Analysis
• Hardware Diagnosis
• Firmware Troubleshooting
• Log Analysis
• Customer Support
• Technical Documentation
• Stakeholder Management
• Robotics
• Embedded Systems
• Mechatronics
• Electrical Engineering

• Customer Service & Support
• Engineering
• Technology
• Sports & Recreation
• Software

Formation minimale

Diplôme collégial

Expérience minimale

0+ ans

Postuler avant le

30 sept. 2026

Langue de l’offre

anglais

Heures de travail

25 heures par semaine

Présence au bureau

1 jours par semaine

Exigences de lieu

Country, Greater Toronto Area, Canada

Niveau d’expérience

Entry level

Mode de candidature

La candidature directe est offerte