Bilingual Product Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Product Support Analyst based in Canada.

This role is ideal for a technically minded support professional who enjoys investigating complex application issues and finding practical solutions. You’ll serve as a key technical contact for client teams, helping administrators resolve issues across enterprise, higher education, and K-12 environments. The position combines hands-on troubleshooting, technical research, customer communication, and collaboration with internal product and engineering teams. You’ll investigate problems from initial report through resolution, identify root causes, and recommend effective workarounds when necessary. Your insights will also contribute to product improvements, defect identification, and the development of high-quality support resources. This is a collaborative, fast-paced environment where analytical thinking, adaptability, and customer empathy are highly valued.

Accountabilities:

• Act as an escalation point and primary technical contact for client Subject Matter Experts and administrators, providing support through chat, phone, email, and case-management systems.
• Investigate reported application and technical issues by gathering relevant information, identifying patterns, conducting research, and determining root causes or appropriate workarounds.
• Replicate, diagnose, and resolve technical problems using structured troubleshooting techniques and relevant technical documentation.
• Identify and correct improperly configured installations while ensuring issues are resolved efficiently and within established Service Level Objectives.
• Create, maintain, and resolve support cases with accurate documentation, clear technical findings, and appropriate follow-up.
• Collaborate with colleagues and cross-functional teams during complex troubleshooting sessions to identify root causes and improve customer outcomes.
• Contribute to product quality and functionality by preparing software defect and feature enhancement reports based on recurring customer issues and technical findings.
• Develop and maintain internal and client-facing support resources, including FAQs, knowledge-base articles, and technical documentation.
• Identify recurring trends and recommend technical or process improvements that can prevent future issues and enhance the overall support experience.
• Participate in rotating shifts covering weekdays, evenings, and weekends based on Eastern Time.

Requirements:

• Fluency in both English and Canadian French is required, with the ability to communicate complex technical information clearly in both verbal and written formats.
• Bring relevant experience in a technical support, application support, helpdesk, or customer service environment, with previous experience in a similar role considered an asset.
• A bachelor's degree in Computer Science or equivalent technical experience is preferred.
• Demonstrate strong analytical, critical-thinking, decision-making, troubleshooting, and problem-solving abilities, along with excellent research skills and a strong ability to recognize patterns.
• Have experience working with Microsoft SQL and the ability to write, interpret, and debug SQL queries as needed.
• Bring working knowledge of web services such as SOAP and REST, as well as XML, HTML, ASP/ASPX, C#, .NET, Java, JavaScript, and Microsoft technologies.
• Understand web applications at a high level, including web servers, database servers, and client-to-server communication, with familiarity with Active Directory, Microsoft 365, OAuth, LDAP, and SAML solutions.
• Have experience with diagnostic and reporting tools such as Wireshark, Fiddler, browser-based troubleshooting tools, or similar technologies.
• Demonstrate excellent customer service, communication, organization, time management, and prioritization skills, with the ability to explain technical concepts to users with varying levels of technical expertise.
• Be comfortable working independently and collaboratively in a fast-paced environment while managing multiple priorities and adapting quickly to new tools and products.
• Experience with learning management systems, Salesforce or other ticketing platforms, and artificial intelligence tools is considered an asset.

Benefits:

• Competitive base salary ranging from $55,000 to $65,000 CAD annually.
• Potential eligibility for additional compensation and rewards, including a wellness subsidy, equity grants, and variable incentives.
• Flexible work arrangements, including remote opportunities across Canada.
• Tuition reimbursement of up to $4,000 CAD for continuing education through the SkillsWave program.
• Two paid days off for SkillsWave-related activities such as exams or final assignments.
• Comprehensive employee benefits and wellbeing resources, including access to mental health services, an Employee and Family Assistance Program, and financial planning support.
• Retirement planning resources to support long-term financial wellbeing.
• Two paid volunteer days each year.
• Home internet reimbursement and wellness reimbursement programs.
• Employee referral and recognition programs, along with opportunities to participate in social events and community initiatives.
• Learning and professional growth opportunities in an environment focused on transforming how people learn and work.
• Access to dog-friendly office spaces in select Canadian locations, alongside a collaborative, inclusive, and supportive workplace culture.