Remote Customer Support Jobs in Calgary, AB (NOW HIRING)

• Do you have an uncompromising eye for detail, capable of spotting the "hidden risks" in high-stakes Methods of Procedure (MOPs) before they can impact service?
• Are you a systems-level thinker who can bridge the gap between high-level business demand and the granular reality of infrastructure performance?

If you said yes - read on.

About us

eStruxture Data Centersis an award-winning company and the largest Canadian-owned data center provider with locations in Montreal, Toronto, Vancouver, and Calgary. Our solutions are designed to give customers more: more locations, more capacity, more connections that enable them to run modern, demanding enterprise applications, and offer their business the control to rapidly scale in response to unpredictable changes in business processes. eStruxture provides access to an ecosystem to almost 850 customers that trust and depend on our infrastructure and customer support, including carriers, cloud providers, media content, financial services, and enterprise customers. eStruxture offers colocation, bandwidth, security and support services to customers across Canada in its 16 carrier and cloud-neutral facilities.

Everything starts with our dedicated and talented team. As an award-winning industry leader, our data centers help our customers improve network connectivity, redundancy, and uptime, scale up or down, increase cost savings, and provide a high level of physical security. This would be unachievable without thepeopleof eStruxture.

About the role

Reporting to SVP, Operations, Construction & Engineering, the Operations Field Engineer will play a key role in
standardizing operational engineering practices and providing expert, high-level support across the entire organization's operational footprint.

What You'll Own

Operational Engineering Standardization

• Conduct comprehensive technical reviews and approvals of all high-risk and complex Methods of Procedure (MOPs) and standard operating procedures (SOPs) before implementation, ensuring technical accuracy, minimizing risk, and adherence to centralized standards.
• Develop, document, and champion global operational engineering standards, topologies, and configurations used by regional field teams.
• Evaluate, select, and deploy engineering tools and technologies that enhance field operational effectiveness and remote troubleshooting capabilities.
• Capacity Planning Subject Matter Expert (SME) ensures infrastructure and resources align with business demand. You will analyze system performance, forecast future growth, and mitigate risks of over-provisioning or service outages.

Incident and Crisis Assistance

• Provide expert, Tier 3 or Tier 4 technical assistance during major outages, service impacts, or complex operational incidents, offering high-level engineering guidance to local operations teams.
• Participate in post-incident reviews to identify systemic engineering failures, contributing to the development of corrective actions and preventative measures.

Customer and Compliance Audits

• Serve as the primary technical subject matter expert (SME) during high-stakes customer audits, compliance reviews, and technical diligence meetings.
• Maintain and prepare centralized technical documentation, diagrams, and evidence of operational controls to satisfy rigorous customer and regulatory requirements.

Operational Support and Training

• Act as a centralized consultant to regional field operations teams for complex deployments, upgrades, and troubleshooting challenges that exceed local expertise and perform minor engineering reports/studies based on requirements.
• Develop and deliver advanced technical training sessions and workshops to operations personnel on new technologies, standardized MOPs, and critical operational practices.

What you bring

Experience

• 5-10+ years in critical infrastructure, data center operations, or large-scale network engineering.
• Proven track record of managing Tier 3/4 escalations and writing complex technical documentation for a global audience.
• Experience in data centers is an asset.

Education/Certification/Designation

• Bachelor's degree in construction management, Electrical Engineering, Mechanical Engineering, or a related field considered an asset

Skills

• Strong communication skills (written and verbal).
• Strong planning, organizational, time management skills.
• Highly organized, detail-oriented, and process-driven.

Technical Knowledge

• Mastery of UPS systems, PDU distribution, Generators, and HVAC/Chiller plant architectures.
• Proficiency in tracking and forecasting kW power density, cooling loads, and rack utilization.
• Expert knowledge of Building Management Systems and electrical monitoring telemetry for remote oversight.
• Advanced Root Cause Analysis (RCA) for systemic mechanical or electrical failures.
• Deep understanding of data center compliance (e.g., ISO 27001, SOC2, Uptime Institute standards).

Working Conditions

• Regular business hours, Monday to Friday, with the ability to manage tight deadlines.
• Available 24 hours a day, 7 days a week to respond to critical incidents.
• All offers of employment are subject to satisfactory background checks.

Ready to make an impact?

If you're looking for a role where your expertise willdirectlyinfluence the growth of a fast-moving company - we'd love to hear from you.