indeed
Bilingual Product Support Specialist
1840&Company
Toronto, CAN
Full Time
Mid
Yesterday
Technical SupportSaaS PlatformsJiraSplunkDatadogBrowser Developer Tools
Free
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Technical SupportSaaS PlatformsJira
About the Role
1840&Company seeks a Bilingual Product Support Specialist to investigate and resolve software issues for a SaaS platform. The role involves triaging tickets, reproducing bugs, and communicating with customers.
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 (configuration changes, data validation, account updates).
- Contribute to internal and external knowledge base articles.
- Identify and surface patterns in customer issues to Support leadership as actionable feedback.
- Work across teams (CS, Product, Engineering) to close the loop on customer issues.
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 able to explain technical issues in plain language.
- Detail oriented and methodical with testing and documentation.
- Able to work independently using documentation, internal tooling, and error output.
- Highly organized with strong time management.
- Bilingual (English and French) required.
- Computer Science, Information Technology or equivalent practical experience.
Full Job Posting
About the Job
- Looking for a technically sharp Bilingual Product Support Specialist to investigate and solve software problems.
- Work directly with customers to diagnose issues across SaaS and desktop environments.
- First line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution.
What You'll Do
- Investigate, triage, and resolve customer reported issues across SaaS platform and desktop applications.
- 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.
- Work across teams (CS, Product, Engineering) to close the loop on customer issues.
Who You Are
- 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).
- Strong written communicator.
- Detail oriented and methodical.
- Able to work independently using documentation, internal tooling, and error output.
- Highly organized with strong time management.
Nice to Haves
- Experience supporting MDM platforms, endpoint security tools, VPN, or password manager solutions.
- Familiarity with IT environments (device management, user provisioning, identity/access tools).
- Experience using observability or logging tools (e.g., Datadog, Sentry, Splunk).
Skills
- Tools/Platforms: SaaS Platforms, Knowledge Base Systems, Jira, Splunk, Datadog, Browser Developer Tools.
- Common Methodologies/Frameworks: Technical Support Workflow, Root Cause Analysis, Browser Troubleshooting & Diagnostics, Bug Reporting & Reproduction Process, Ticketing & Case Management.
- General Skills: Customer Relationship Management, Ticketing Systems, Escalation Handling, Customer Satisfaction, Strong Client Relationships.
- Soft Skills: Multitasking, Planning, Problem Solving, Analytical Skills, Attention to Detail, Collaboration, Technical Proficiency, Communication, Time Management, Decision Making, Persuasion, Relationship Building, Presentation Skills, Active Listening, Strategic Thinking, Leadership, Patience, Pos
Working Hours
- Monday to Friday: 9 A.M. 6 P.M.
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