PAC Technical Support Engineering

Gevernova gevernova.com Open · verified Oct 24, 2026

Remote Canada Full-time Mid-level IT Support & Helpdesk

At a glance

Mid-level IT Support & Helpdesk role at Gevernova. Remote, Canada · full-time · no salary stated · we estimate CA$61,500–CA$100,766 across Canada.

Estimated pay

Gevernova has not published a salary for this role. The figure below is our estimate, not theirs.

CA$61,500 – CA$100,766

What the middle half of mid-level IT support & helpdesk roles in Canada paid, among postings that did state a salary.

Worked out from 121 postings that stated pay, median CA$75,000. Last updated Oct 23, 2026.

RoleIT Support & Helpdesk

SeniorityMid-level

LocationCanada

WorkplaceRemote

EmploymentFull-time

PostedOct 9, 2026 · 2w ago

Role brief

remoteroles summary, based on the employer's posting.

What you'll do

Handle Level 2 support cases by phone, email and other channels, investigating faults and coordinating with product teams through resolution
Work with senior engineering on escalations, documenting investigations and tracking open cases across severity levels
Maintain customer and quality-system records, RMA paperwork, technical guidance and documented resolution outcomes
Diagnose relay firmware problems through testing, and advise customers on replacing obsolete products
Lead customer case reviews when needed, sharing case summaries and metrics and presenting open issues at product meetings

What you bring

An associate degree or equivalent experience, plus at least one year in a relevant role
Power system protection and control experience, including utility or industrial applications
You can travel up to a quarter of your working time

Who this fits

This mid-level support role suits someone comfortable troubleshooting protection and control systems and working across customer care, field service and engineering. The position is remote in Canada, with travel and potential on-call or after-hours work to support customers.

From the employer

Job Description Summary

We are seeking a motivated and technically strong and customer-focused Technical Support Specialist (Protection & Control) to join our Grid Automation Technical Support team. This position provides Level 2 post-sales technical support for GE Vernova’s protection and control portfolio, including relays, meters, and associated software used in utility and industrial power systems.

This role serves as the technical interface between Level 1 customer care, field service teams, and senior engineering experts (L3/L4). The successful candidate will support fault analysis, configuration, and commissioning inquiries; assist with product integration into customer systems; and contribute to improving tools and processes across the Grid Automation North America Support Organization.

Job Description

Key Responsibilities:

Provide ongoing technical support and case management daily through phone, email, and other forms of communication.
Investigate technical problems, reproduce issues as required, and interface with Product Line teams to drive customer issues to closure, in a timely manner with a positive outcome
Collaborate with L3/L4 engineering Teams for escalated investigations, ensuring comprehensive problem documentation.
Provide recommendations to customer for upgrades of obsolete products
Maintain accurate records in the quality management and customer relationship management tools (CRM)
Maintain RMA status and documentation.
Identify training opportunities and assume ownership for self-development and training of others
Responsible for monitoring and reporting on cases escalated through the entire GE process
Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
Maintain a status record and update critical case report of open issues for all tier and severity type customer issues
Participate in product line meetings to present, update and drive resolution for open requests
Schedule, lead and prepare customer case summary and metric reports for review with customers as required
Identify firmware issues on relays and diagnose with testing
Maintain professional demeanor and interact at all levels of customer organization

Required Qualifications:

Associate's degree from an accredited college or university or equivalent experience
Minimum of 1 year of relevant experience
Ability and willingness to travel up to 25% of the time

Desired Characteristics:

Minimum 2 years of experience in power system protection and control
Conveys an understanding of industrial and utility protection, control and communications applications.
Flexible to work on-call, after hours support or modified hours of work to support customer.
Experience using GE Multilin Protection and Control products
Power system automation and communication expertise
Protection and control testing experience using secondary injection methods
Ability to perform post fault power system fault analysis and recommend settings or application modifications
Hands on expertise in configuring and troubleshooting protection and control systems
Experience configuring and troubleshooting 61850 based protection systems
Demonstrates practical experience with protective relay settings, features and network communications
Work efficiently without direct supervision
Strong problem-solving skills
Flexible and adaptable; open to change and modification of tasks