Product Support Analyst

**Location**: Markham, Ontario (404 - Hwy 7)

**Type**: Full-Time in Person

**Level**: Junior to Intermediate role with growth potential

**Department**: Product & Operations

**Reports To**: Director of Operations (Administrative), Product Owner (Functional)

**Salary Range**: $45K and up, based on experience and skill level.

**Benefits**: Includes a standard, company-paid benefits package.

**About the Role**

We’re looking for a technically-minded, solution-focused **Product Support Analyst** to join our team. In this role, you’ll be the first line of support for customers and partners, helping them resolve technical issues related to our hardware and software systems. You’ll also work closely with our product and engineering teams to improve our support processes and product quality.

This is a **junior to intermediate position** with room for growth into more senior support, technical, or product-focused roles. You’ll be part of a collaborative team where clear communication, ownership, and initiative are valued.

**What You’ll Do**
**Helpdesk & Technical Support**
- Diagnose and resolve issues related to software, hardware, and network connectivity
- Read system logs and use diagnostic tools to troubleshoot and document findings
- Follow up on open issues and ensure resolution meets customer expectations
- Maintain high levels of professionalism and clarity in written and verbal communication

**Cross-Team Collaboration**
- Escalate complex issues to the engineering or product team with clear supporting information
- Share customer feedback and patterns to help drive product improvements
- Align with the Product Owner and Director of Operations on support priorities

**Documentation & Process Support**
- Create and maintain support documentation and internal knowledge base articles
- Track and improve support workflows for better efficiency and customer outcomes
- Occasionally assist with field-based support or installations as needed

**What You Bring**

**Technical Skills**
- Basic IT knowledge, including networking fundamentals (IP addressing, ports, connectivity)
- Previous experience in technical support, product support, or helpdesk role
- Understanding of troubleshooting methodologies and root cause analysis
- Comfort working with logs, command-line tools, and basic system administration
- Experience using helpdesk/ticketing systems (we use Zoho Desk)
- Previous experience with **Linux-based systems** is a strong asset

**Soft Skills**
- Strong verbal and written communication skills
- Ability to work independently and as part of a collaborative support team
- Solid organizational skills and attention to detail
- Calm under pressure, with a clear and methodical problem-solving approach
- Willingness to take ownership of issues and see them through to resolution
- Comfort speaking with customers, though less than 20% of the role involves phone support

**What Success Looks Like**
- High rate of first-call resolution and timely ticket closure
- Clear and complete support documentation
- Positive customer satisfaction (CSAT) scores
- Effective communication across departments
- Willingness to take initiative and handle technical ambiguity

**Why Join Us?**
- Work with innovative technology and a supportive team
- Contribute to real impact with customers and partners
- Opportunity for professional growth and cross-functional experience
- A culture that values initiative, curiosity, and shared learning

Pay: From $45,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 2025-07-21
Expected start date: 2025-08-05