Messagepoint

Support Engineer

• Provide front-line support to users, identifying and resolving hardware, operating system, application, and network issues.
• Deliver in-person and remote support for end-user devices and applications.
• Document incidents and requests in the ticketing system with detailed status updates.
• Complete assigned tickets and escalate when appropriate.
• Maintain IT documentation, ensuring knowledge base accuracy.
• Assist with system performance improvements, equipment maintenance, and upgrades.
• Support setup and troubleshooting of peripherals including printers and scanners.
• Manage file and folder permissions and assist with data migrations and device decommissioning.
• Participate in business continuity and disaster recovery planning and testing.
• Maintain an accurate inventory of hardware, software, and licenses.
• Provide regular status updates to the Director, IT & Security Officer.
• Support endpoint security tools (e.g., anti-virus/XDR, MFA, mobile device security).
• Assist in patch management, vulnerability remediation, and security incident response.
• Help monitor and respond to IT security alerts under the guidance of the Manager, IT & Security Analyst.
• Participate in security awareness and compliance initiatives.
• Grow into advanced Level 3 troubleshooting (e.g., servers, networking, cloud services) and security operations.

Technical Support Analyst

Human Resources

• Serve as the first point of contact for HR inquiries from employees and managers across all jurisdictions.
• Provide day-to-day support for employee relations matters, ensuring professionalism, fairness, and confidentiality.
• Facilitate full-cycle onboarding and offboarding, including new-hire orientation, probationary check-ins, and exit interviews.
• Support HR programs and initiatives that reinforce employee engagement, well-being, and an inclusive workplace culture.
• Maintain accurate, confidential, and up-to-date employee records within BambooHR.
• Generate HR dashboards, metrics, and analyses to support data-driven decision-making.
• Train employees and people managers on HRIS workflows, self-service capabilities, and best practices.
• Identify opportunities to improve data integrity, automate processes, and enhance system utilization.
• Coordinate with external immigration counsel and government agencies, maintaining accurate documentation and timelines.
• Track work permit and visa statuses to ensure organizational compliance and risk mitigation.
• Respond to employment verification requests with accuracy, confidentiality, and timeliness.
• Ensure HR practices and documentation comply with local employment legislation and internal policies across all regions.
• Maintain organized and complete employee files; support internal and external audits as required.
• Assist in updating HR policies and procedures to reflect evolving legal and operational requirements.
• Support annual performance evaluation cycles, employee engagement surveys, and professional development initiatives.
• Assist in coordinating employee events and culture-building activities.
• Provide recruitment support, including job postings, interview scheduling, candidate communications, and coordination with hiring managers.
• Oversee office supply ordering and vendor coordination.
• Liaise with building management to ensure timely maintenance and repairs.
• Support office logistics for employee events and order food for team gatherings.
• Help maintain an organized, welcoming, and well-functioning office environment.

Human Resources Manager – Bilingual, English/French

Director

• Own and lead the Managed Services function, including service delivery operations, production support, and client relationship management for ongoing engagements.
• Develop and maintain service delivery frameworks and SLAs, ensuring measurable, consistent, and high-quality outcomes across clients.
• Establish a proactive service culture — moving from reactive issue resolution to preventive, value-add client partnership.
• Manage and optimize support operations, including incident management, request fulfillment, root cause analysis, and problem prevention.
• Oversee service transition processes from Implementation Services, ensuring stability and completeness of handover documentation and knowledge transfer.
• Develop and track operational KPIs, including response time, resolution rates, SLA compliance, and client satisfaction.
• Collaborate with Product and Engineering teams to escalate systemic issues and influence product roadmap priorities.
• Drive continuous improvement initiatives that enhance efficiency, automation, and client experience.
• Forecast, budget, and manage resource capacity for Managed Services, balancing cost control with responsiveness.
• Mentor, coach, and develop the Managed Services team, fostering a culture of accountability, collaboration, and customer-centricity.
• Act as the senior escalation point for key client relationships, ensuring timely and effective issue resolution.

Director, Managed Services

Data Scientist

• Define AI strategy and roadmap: Set multi-year vision for MARCIE platform evolution aligned with business objectives; guide technology stack decisions (OpenAI, Gemini, AWS Bedrock) and vendor partnerships worth $1M+ annually
• Lead platform architecture: Oversee multi-cloud infrastructure (AWS, GCP, Azure) and MLOps implementation ensuring production reliability, scalability, and cost efficiency across enterprise deployments
• Drive research excellence: Manage university partnerships and academic collaborations, secure R&D grants and tax credit programs, and guide patent development and publication programs
• Build and mentor team: Lead cross-functional AI division spanning data scientists, AI/ML engineers, MLOps specialists, QA professionals, and platform developers; recruit top talent, establish career development frameworks, and foster collaborative, high-performance culture
• Ensure production impact: Translate AI capabilities into measurable customer value (10x productivity gains, sub-second response times, improved translation accuracy); support go-to-market and customer success initiatives
• Position industry leadership: Represent Messagepoint through conference speaking, technical publications, media engagement, and strategic thought leadership in enterprise AI space
• Collaborate with executives: Provide technical guidance to CEO and board on AI capabilities, competitive positioning, and emerging technology trends

Technical Support Analyst

Human Resources Manager – Bilingual, English/French

Director, Managed Services

Vice President, AI & Data Science