Product Support Specialist

Salary: $65,000 - 70,000 per year

Requirements:

• At least 2 years of experience in product support (required), preferably in a technology company and SaaS environment.
• Experience supporting cloud-based B2B SaaS applications is an asset.
• At least 2 years of software training experience.
• Experience building trust-based relationships with external customers.
• Strong troubleshooting, analytical, problem-solving, and root cause investigation skills; experience reviewing application logs is an asset.
• Strong written, verbal, presentation, and interpersonal communication skills, including the ability to explain concepts to varied audiences.
• Ability to collaborate effectively with customers and colleagues.
• Well-organized, detail-oriented, and disciplined work habits, with the ability to prioritize and work independently.
• Familiarity with support ticketing systems such as JIRA Service Management, Zendesk, or Freshdesk, and with CRM tools.
• Experience with SQL queries and database troubleshooting is an asset.
• Familiarity with APIs, integrations, data synchronization, JSON, CSV, and data import/export processes is an asset.
• Self-motivated, proactive, and committed to continuous learning.
• Willingness and ability to travel periodically throughout North America.
• Ability to work from our Waterloo, Ontario office at least 3 days per week without relocation assistance.

Responsibilities:

• Respond promptly and professionally to customer inquiries by phone, email, and support desk.
• Investigate or escalate technical issues and follow them through to resolution.
• Reproduce reported issues, analyze them, investigate root causes, and document findings for Development and QA.
• Keep current on our products and services to provide informed customer guidance.
• Deliver virtual or on-site customer training.
• Support the Implementation team with software configuration and customer data setup ahead of launch.
• Share customer feedback with Product and Development to inform improvements and future product requirements.
• Create and maintain support documentation, FAQs, training videos, and guides.
• Provide a seamless customer experience from onboarding through ongoing support, building relationships that support retention and satisfaction.
• Identify appropriate opportunities to expand customer use of our offerings.
• Help customers achieve success and grow our customer advocacy and presence across North America.
• Record all billable and non-billable customer support activity in the CRM.

Technologies:

• Cloud
• CRM
• Support
• JIRA
• JSON
• SQL
• Zendesk

More:

We are WrightPlan, a growing software company serving the crane and rigging, machinery moving, and specialized construction industries. Our solutions simplify complex workflows and help clients manage projects more efficiently. We are hiring a full-time Product Support Specialist for our Professional Services team, reporting to the Professional Services Manager and collaborating with Development, QA, and Product Management. The role is hybrid, with at least 3 days per week in our Waterloo, Ontario office, and includes periodic travel across North America. We offer an annual salary of $65,000–$70,000, health, dental, vision, and life insurance, paid time off, flexible scheduling, casual dress, on-site parking, company events, tuition reimbursement, and career growth opportunities. We value innovation, collaboration, customer-focused problem solving, and delivering results.

last updated 45 week of 2026