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Bilingual Product Support Specialist

1840 & Company
Winnipeg, MB

Postuler dès maintenant

Détails du poste

Temps plein
Il y a 3 heures

Compétences

Jira
Bilingue
Informatique
Informatique
Service à la clientèle
Anglais
Recherche
Soutien technique
Esprit d'analyse
Capacités de présentation
Gestion de cas
Splunk
Technologies de l'information
Soutien à la clientèle
Logiciel-service
Affaires
Compétences en communication
Gestion du temps
Technologie de l'information
VPN

Description complète du poste

Bilingual Product Support Specialist

Electric- ai

Remote, Winnipeg, Manitoba, Canada

Apply Now

Non-Negotiable

RoleWork StructureFirst LanguageLocation

About the Company

1840 & Company is a global organization focused on delivering innovative business solutions that help companies grow, scale, and succeed. Operating in over 150 countries, we support organizations through a range of workforce, operational, and business services designed to drive efficiency and long-term success.

About the Job

We are looking for a technically sharp Bilingual Product Support Specialist who thrives on investigating and solving software problems. This isn't a script-following role — 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. You'll be the first line of investigation on incoming support tickets, handling triage, troubleshooting, and resolution for a wide range of product issues. When something needs to go deeper, you'll know when and how to escalate, and you'll document what you find along the way to make the whole team smarter. 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.

Job Overview

Employment Type:
Full-Time Employee
Department:
Customer Service/Support
Job Level:
Intermediate

Education & Experience

Years Of Experience:
2 Years
Business Model:
SaaS (Software As A Service)
Subscription
Minimum Education Level:
Bachelors
Qualification:
Computer Science, Information Technology Or Equivalent Practical Experience.

Skills

Tools/Platforms:
Saas Platforms
Knowledge Base Systems
Jira
Splunk
Datadog
Browser Developer Tools
Additional Skills:
None
Common Methodologies/Frameworks:
Technical Support Workflow
Root Cause Analysis (Rca)
Browser Troubleshooting & Diagnostics
Bug Reporting & Reproduction Process
Ticketing & Case Management
Additional Skills:
None
General Skills:
Customer Relationship Management (CRM)
Ticketing Systems
Escalation Handling
Customer Satisfaction
Strong Client Relationships
Additional Skills:
None
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
Problem-Solving
Patience
Positive Attitude
Team Collaboration
Motivation
Research Skills
Additional Skills:
None

Requirements

Technological Requirements:

Language:
English
Location:
Canada

Responsibilities

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.

Working Hours

Monday:
9 A.M. - 6 P.M.
Tuesday:
9 A.M. - 6 P.M.
Wednesday:
9 A.M. - 6 P.M.
Thursday:
9 A.M. - 6 P.M.
Friday:
9 A.M. - 6 P.M.

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