Team Lead – Support Platform

OPAL-RT TECHNOLOGIES

. Facilitate communication between the technical support division in China and teams at the Montreal headquarters .

Posted 11/7/2026full-timeMontreal • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support management, customer service, and team leadership, with a strong focus on communication and collaboration across international teams. Proficient in utilizing tools like Jira and Microsoft Dynamics365 to enhance support processes and ensure client satisfaction.

Highest-signal resume keywords

Technical Support ManagementMATLAB / Simulink ProficiencyFluency in MandarinJira and Confluence ExpertiseCustomer Service Orientation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MATLABSimulinkOPAL-RT SoftwareRT-LABHypersimRT-XSGMicrosoft Dynamics365JiraConfluenceTechnical Support Activities

Soft Skills

Strong Communication SkillsOrganizational SkillsFlexibility and AdaptationCustomer Satisfaction OrientationTeam-Player Orientation

Tools & Technologies

JiraConfluenceMicrosoft Dynamics365OPAL-RT Platforms

Certifications & Qualifications

Bachelor's Degree in Electrical EngineeringBachelor's Degree in Software EngineeringBachelor's Degree in Mechanical EngineeringValid Permit to Work in QuebecValid Passport for International Travel

Industry Keywords

Technical SupportCustomer ServiceAPAC RegionInterdepartmental CollaborationSupport Processes

About the role

Key responsibilities & impact

Facilitate communication between the technical support division in China and teams at the Montreal headquarters
Follow up on escalated cases
Plan commissioning and delivery
Conduct tests on the platform unavailable in China
Collaborate with other teams and maintain good interdepartmental relations
Follow up with the headquarters production division and relevant teams in China
Align delivery schedules with end-user requirements
Follow up critical escalated issues and ensure client satisfaction
Analyze product releases and associate bug fixes and new features with support cases in the China queue
Plan, organize, direct, and control technical support activities across APAC including Oceania
Ensure achievement of team objectives
Develop and maintain Jira tools to monitor on-site service and internal project performance and quality
Participate in maintaining and improving support processes
Propagate corporate values and policies in daily work
Participate in team-member selection and interviews
Evaluate team-member performance and set goals
Identify team skills and organize training
Develop and follow up on training plans for new Support employees
Plan internal training
Provide internal technical support for the platform unavailable in China
Troubleshoot and solve customer issues with OPAL-RT platforms, particularly during China team's off-work hours
Maintain friendly and constructive customer relationships
Follow global support processes
Improve Support processes and tools
Manage customer RMAs
Create knowledge-base articles
Report software, hardware, and documentation issues to R&D

Requirements

What you’ll need

Bachelor's degree in Electrical, Software, or Mechanical Engineering
Minimum 5 years of relevant experience in technical work, staff management, and/or customer service
Required knowledge of MATLAB / Simulink
Basic knowledge of OPAL-RT software (RT-LAB, Hypersim, and RT-XSG) and hardware platform is an asset
Advanced knowledge of Microsoft Dynamics365 and Atlassian tools (Jira and Confluence) is an asset
Fluency in Mandarin
Professional English skills, oral and written, for communication with English-speaking customers
French is an asset
Valid permit to work full-time in Quebec
Valid passport eligible for international travel
Organizational skills, autonomy, strong communication skills, flexibility and adaptation, cognitive skills, rigor and determination, customer satisfaction orientation, concern for quality, tolerance to ambiguity and stress, team-player orientation, challenge-seeking, and results orientation

Benefits

Comp & perks

Flexibility and ability to telecommute
Opportunity to develop management, communication, and advanced technical skills
Flexible schedule to balance work and home life
Opportunities to expand knowledge and know-how by working with researchers, innovators, and scientists
Globally competitive salary
Internal mobility and new career challenges