Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Technical Support Specialist helping users troubleshoot issues with LANDR and Reason platforms. Ensuring effective use of tools and addressing user inquiries.
Responsibilities
- Acquire deep knowledge of the LANDR platform and the Reason music-production software, including its unique rack-based workflow and internal routing
- Assist users in resolving issues related to installation, licensing (including Reason Companion), MIDI routing, and compatibility with music production software
- Log and track user issues using ticket tags, ensuring serious or recurring technical problems are escalated to the Support Manager
- Maintain accurate internal documentation and contribute to the creation of how-to guides for the Reason and LANDR communities
- Provide feedback to Product and Quality Assurance teams to bridge user needs and technical development
Requirements
- Extensive hands‑on experience using professional digital audio workstations (DAWs)
- Direct experience with Reason is a strong asset
- Proven experience in customer service, technical support, or a client-facing role within the music-technology sector
- Solid understanding of music production, VST/AU/AAX standards, and audio signal flow
- Excellent written communication skills in English (the majority of our users are English-speaking); proficiency in French or other languages is an asset
Benefits
- Health insurance coverage, with access to a doctor via Maple and an employee assistance program (via PeopleConnect)
- Access to our RRSP program, including employer contributions matching up to 2% of your annual salary
- Frequent office and social events (catered Mondays, Bagel Tuesdays, 5@7 after-work socials, etc.)
- Your birthday is a paid day off
- Annual transit allowance (Montreal employees) and a stipend for athletic activities
- Free access to our music studio (for practice or recording)
- Free access to LANDR and Reason products
- Open-plan downtown office near Square-Victoria metro station
- Partnerships with local music events and festivals (MUTEK, Pop Montréal, Igloofest…)
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