indeed
Bilingual Product Support Specialist
1840&Company
Calgary, CAN
Full Time
Mid
Yesterday
Technical supportSaaS platformsJiraSplunkDatadogBrowser Developer Tools
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Technical supportSaaS platformsJira
About the Role
1840&Company is hiring a Bilingual Product Support Specialist to investigate and resolve software issues for a SaaS platform. The role involves triaging tickets, troubleshooting, documenting bugs, and collaborating with engineering.
Key Skills for This Role
Technical supportSaaS platformsJiraSplunkDatadogBrowser Developer Tools
Responsibilities
- Investigate, triage, and resolve customer reported issues across SaaS platform and desktop applications using logs, error states, and internal tooling
- Handle a high volume of concurrent cases with disciplined follow up
- Reproduce and document product bugs with enough technical detail for Engineering
- Evaluate browser console logs, network requests, and application errors to isolate issues
- Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context
- Complete technical tasks submitted by Customer Success Managers
- Contribute to internal and external knowledge base articles
- Identify and surface patterns in customer issues to Support leadership
Requirements
- 2+ years of experience in technical support or customer support for a SaaS or software product
- Comfortable evaluating browser console logs, HTTP errors, and application error messages
- Experienced working within a ticketing system (Jira Service Management preferred) and managing a multi case workload
- Strong written communicator
- Detail oriented and methodical
- Able to work independently using documentation, internal tooling, and error output
- Highly organized with strong time management
- Bilingual (English and French) required
Full Job Posting
About the Job
- We are looking for a technically sharp Bilingual Product Support Specialist who thrives on investigating and solving software problems.
- You'll be working directly with customers to diagnose issues across SaaS and desktop environments, digging into logs and error states to find root causes, and communicating clearly with both technical and non technical audiences.
What You'll Do
- Investigate, triage, and resolve customer reported issues across our SaaS platform and desktop applications, using logs, error states, and internal tooling to determine root cause.
- Handle a high volume of concurrent cases with disciplined follow up, ensuring nothing falls through the cracks.
- Reproduce and document product bugs with enough technical detail that Engineering can act on them without additional back and forth.
- Evaluate browser console logs, network requests, and application errors to isolate whether issues are configuration, environment, or product related.
- Escalate complex or unresolvable issues to Senior Specialists or Engineering with clear context, reproduction steps, and impact summary.
- Complete technical tasks submitted by Customer Success Managers on behalf of their customers — configuration changes, data validation, account updates.
- Contribute to internal and external knowledge base articles, capturing solutions to recurring issues so customers and teammates can self serve.
- Identify and surface patterns in customer issues to Support leadership as actionable feedback for Product and Engineering.
- Work across teams — CS, Product, Engineering — to close the loop on customer issues efficiently.
Who You Are
- 2+ years of experience in technical support or customer support for a SaaS or software product — you've spent real time in a ticket queue diagnosing and resolving software issues.
- Comfortable evaluating browser console logs, HTTP errors, and application error messages — you don't need someone to tell you where to look.
- Experienced working within a ticketing system (Jira Service Management preferred) and managing a multi case workload without losing track of open threads.
- Strong written communicator — you can explain what's wrong, why it's wrong, and what's next in plain language, whether you're talking to a customer or writing a bug report for Engineering.
- Detail oriented and methodical — you test before you close, and you document what you did.
- Able to work independently using documentation, internal tooling, and error output to resolve most issues before escalating.
- Highly organized with strong time management — you know how to prioritize when everything feels urgent.
Nice to Haves
- Experience supporting MDM platforms, endpoint security tools, VPN, or password manager solutions.
- Familiarity with IT environments — device management, user provisioning, or identity/access tools.
- Experience using observability or logging tools (e.g., Datadog, Sentry, Splunk) to investigate issues.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career