{"id":2624325,"url":"https://alion.io/job/eventconnect-software-support-specialist","title":"Software Support Specialist","company":{"id":2384614,"name":"EventConnect","domain":"eventconnectsports.com","url":"https://alion.io/company/eventconnectsports","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":76000,"period":"year","method":"role_country_seniority_unknown","sample_n":154},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-03-16T00:00:00Z","employer_posted_date":"2026-03-16","last_verified_at":"2026-10-20T23:07:13Z","board_verified":true,"closed_at":null,"days_open":218,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":218},"description":"Overview\nThe Software Support Specialist role is part of EventConnect’s Operations team and is designed to build deep hands-on knowledge of our software, customers, and business operations through direct day-to-day support experience.\nThis role is a strong fit for someone early in their career who is interested in technology, software products, and solving real customer problems in a fast-moving environment.\nAbout The Role\nAs a Software Support Specialist, you will be a member of the Operations team, helping customers successfully use the EventConnect platform while developing a strong understanding of the workflows that drive our business.\nThis role offers meaningful exposure to product behaviour, customer pain points, process gaps, and the day-to-day realities of supporting a live software platform. Strong performance may create future opportunities for broader growth within EventConnect, including technical roles, depending on performance, business needs, and role availability.\nKey Responsibilities\nProvide Tier 1 technical and functional support for EventConnect users by phone, email, chat, and ticketing systems\nTroubleshoot reservation, event, and workflow-related issues and help guide users through platform questions and configuration needs\nReproduce, diagnose, and resolve customer-reported issues, escalating more complex bugs or feature requests to Product or Engineering with clear and accurate documentation\nSupport customers and internal teams with key workflows, including EMS/EMC, reservations, event setup, and related operational processes\nDocument support interactions, known issues, workarounds, and process improvements in internal knowledge bases and support materials\nMonitor support queues, prioritize incoming requests, and meet team KPIs related to response times, resolution quality, and customer satisfaction\nIdentify recurring issues, workflow friction, and opportunities for better documentation, process improvement, or internal tooling\nContribute to support playbooks, training materials, and internal process refinement based on customer patterns and day-to-day operational experience\nCollaborate with Customer Success, Product, and Engineering teams to share customer insights and help improve the platform over time\nRequired Skills/Qualifications\nDevelopment background through work experience, personal projects, bootcamp or certification, or formal training\nFamiliarity with at least one programming language, scripting, or building small applications\nStrong written and verbal communication skills\nStrong problem-solving skills, curiosity, and persistence\nInterest in software, technology, and digital products\nAbility to learn new systems, workflows, and tools quickly\nCustomer-focused mindset with empathy, patience, and professionalism\nAbility to manage multiple priorities in a fast-paced environment\nAbility to work both independently and collaboratively as part of a team\nWhy Join EventConnect\nBe part of a growing company building software for the sports and event industry\nGain deep product knowledge and firsthand exposure to how customers use the platform every day\nWork in a collaborative environment where support, operations, and product knowledge are valued\nCompetitive compensation, benefits, and professional development opportunities\nEqual Opportunity\nEventConnect welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates during all aspects of the selection process.\nIf a candidate is selected for an interview, please inform EventConnect of any required accommodations. If an applicant or successful candidate requests accommodation, adjustments will be made to support their specific needs.\nThis job posting is for an existing vacant position.","description_format":"text","description_chars":3785,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports","Sports Organizations"],"lifecycle":[{"event":"open","at":"2026-10-15T14:35:23Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long shot","p_open":1,"p_active":0.122,"p_room":0.28,"age_days":218,"expected_fill_days":23,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/eventconnect-software-support-specialist","json_url":"https://alion.io/job/eventconnect-software-support-specialist.json","meta":{"generated_at":"2026-10-20T23:33:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27164,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2384614},"rest":"https://alion.io/mcp/rest/get_company?id=2384614"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feventconnect-software-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feventconnect-software-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feventconnect-software-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eventconnect-software-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feventconnect-software-support-specialist"}]}