{"id":3559067,"url":"https://alion.io/job/jonas-software-product-support-technical-specialist","title":"Product Support Technical Specialist","company":{"id":58295,"name":"Jonas Software","domain":"jonassoftware.com","url":"https://alion.io/company/jonas-software","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":8,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":33,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Markham, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":77000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":22},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-30T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-04T04:04:04Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Job Description: \nProduct Support Technical Specialist\nClub Division\nMarkham, Ontario (Hybrid in office every Tuesday and Thursday)\nCompensation & Role Details:\nExpected Salary Range: The expected base salary range for this role is between $60,000 - $70,000 CAD, depending on experience and qualifications\nRole Type: Backfill Role\nAI Disclosure: AI may be used during the hiring process.\nTHE COMPANY\nGary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.\nJonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.\nJonas’ vision is to be the branded global leader across the aforementioned seven vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life and as an ambassador for technology, product innovation, quality, and customer service.\nJonas Software is the valued technology partner of over 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base.\nTHE POSITION\nWe are seeking a Product Support Technical Specialist (Tier 2) to join our Club Software Support Team. This is a pivotal role for a technically strong support professional who thrives in complex environments, excels at root-cause analysis, and takes ownership of high-impact client issues.\nYou will act as a technical escalation point for Tier 1, a key partner to Engineering and Product, and a hands-on contributor to system reliability and customer retention.\nRESPONSIBILITIES\nReporting to the Technical Product Support Team Lead, you will:\nOwn the investigation and resolution of Tier 2 escalated technical issues, including:\n\nComplex software defects\n\nDatabase-related issues\n\nNetworking and server environments\n\nPermissions, integrations, and installations\n\nPerform advanced SQL scripting, query development, data validation, and corrections\n\nAnalyze system logs and trace software behavior to determine root cause\n\nServe as a technical escalation resource for Tier 1 Support\n\nPartner closely with Product, Engineering, and Implementation teams to resolve systemic issues\n\nDocument findings, known issues, workarounds, and permanent fixes\n\nProactively identify recurring issues and process improvements\n\nDeliver calm, professional client communication during critical incidents\n\nContribute to software testing, quality audits, and release validation\n\nParticipate in and help strengthen the after-hours escalation rotation\n\nRole-model best practices in technical troubleshooting, ownership, and customer advocacy\n\nProvide after-hours on-call support on a rotating basis\n\nQUALIFICATIONS\n3-5+ years of experience in a Tier 2 or advanced technical support role\n\nStrong working knowledge of:\n\nSQL, relational databases, and data structures\n\nNetworking environments (Citrix, Terminal Services, virtual servers)\n\nWindows 11 and Windows Server operating systems\n\nProven success handling high-severity escalations and complex defect scenarios\n\nAdvanced diagnostic, analytical, and root-cause analysis skills\n\nExcellent written and verbal communication with both technical and non-technical audiences\n\nAbility to prioritize effectively in a fast-paced, high-accountability environment\n\nStrong documentation habits and attention to detail\n\nA mindset of ownership, learning, and continuous improvement\n\nNice-to-Have Assets\nExperience with ProvideX programming or similar programming languages\n\nBackground supporting accounting-based, hospitality, or club management software\n\nExposure to golf club, hospitality, or private club operations\n\nComputer Science or Networking education/certification\n\nWhy Join Jonas?\nBe part of a stable, publicly traded global software organization\n\nWork on mission-critical platforms that power private clubs and hospitality brands worldwide\n\nPlay a direct role in customer experience, platform stability, and product quality\n\nPartner with deeply experienced engineering, product, and support leadership teams\n\nBuild a long-term career within Constellation Software’s global portfolio\n\nBusiness Unit: \nJonas ClubScheduled Weekly Hours:\n37.5Number of Openings Available: \n1Worker Type: \nRegularMore About Jonas Software:\nJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.\nJonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.\nJonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.\nHeadquartered in Canada, Jonas Software has a global footprint with offices around the world. 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