{"id":2042434,"url":"https://alion.io/job/kodak-product-support-specialist","title":"Product Support Specialist","company":{"id":96218,"name":"Kodak","domain":"kodak.com","url":"https://alion.io/company/kodak-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burnaby, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":80000,"max":87000,"currency":"CAD","period":"year","gross":null,"usd_annual":61033},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-07T18:23:36Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-16T21:45:16Z","board_verified":false,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Role Overview\nThe KSD Product Specialist is responsible for supporting customer escalations from regional service teams and acting as the escalation focal point for customer and internal service escalations into Product Development and Product Management. Through their domain knowledge and technical product knowledge evaluates and tests customer problems and either provides solutions or escalates through the Problem Report process to Product Development. The KSD Product Specialist works closely with Product Support Management to identify problem trends, perform root cause analysis, and provides input for prioritizing fixes for future releases. In addition, the KSD Product Specialist collaborates and provides user domain knowledge in support of Product Management, Product Marketing, Sales, and Product Development, including R&D and QA. The KSD Product Specialist participates in the product service commercialization process, including helping prepare the regional service organizations to support upcoming product releases.\nResponsibilities and Expectations:\nAble up to travel with short notice (up to 10% of time on average)\nActs as primary point of contact for beta sites and conduct beta for specific releases\nCollaborate with PD team on troubleshooting and solving technical problems\nCompletes expense, time tracking, and customer call logging reports using systems and processes identified by Kodak\nDevelops and maintains advanced technical expertise with Kodak products, systems and/or solutions\nDevelops, reviews, and updates technical training material for ease of understanding and completeness\nDocuments problem resolutions for regional escalation case closure, ongoing support and learning\nIn partnership with Product Management uses domain expertise to assist in translating customer feature requests into stories and/or modifications to existing features for input to Product Management\nIn partnership with Product Support Management, uses domain expertise to identify problems, problem trends, and product performance data to prioritize bugs for Product Development\nLeads or participates in periodic technical “Checkpoint” meetings with regional teams\nParticipates on special projects and company initiatives as needed\nProvides Product Development with precise problem descriptions, test cases, customer files and potential root causes and adheres to established SLA’s between escalation functions\nProvides remote assistance to regional service teams as required\nProvides technical mentorship to the regional service teams and issues relevant technical bulletins and support alerts\nReport technical escalation troubleshooting results and findings to Product Development using the Problem Report process\nResponds to regional sales organization technical questions that have been escalated through regional resources\nReview new feature use cases and performs new feature release testing as required to gain in-dept knowledge of feature functionality and provides feedback to Product Development\nSupports regional technical services teams for customer escalations and as necessary works directly with customers for problem resolution\nEducation and Work Experience:\nUndergraduate degree in engineering, graphic arts, or a technical curriculum is preferred\nWork experience in graphic arts is recommended\nExperience:\nAt least 5 years graphic arts or printing industry experience in a customer service environment is required\nMinimum 3 years of product support experience\nPersonal Attributes:\nA history of personal and professional credibility with peers, leadership and customers\nAbility to adapt to a fast-changing environment and work well under pressure\nAbility to work within a collaborative team environment\nAble to convey customer and Kodak business value related to escalations and feature requests\nAble to handle an unpredictable workload (including the willingness and ability to occasionally provide support outside of normal working hours, when required)\nAble to work cooperatively and collaboratively within a team environment\nAble to simplify complex support issues for various audiences\nExcellent interpersonal skills, including teamwork, respect, courtesy, tact and discretion\nStrong mentorship skills\nExcellent written & verbal communication and technical documentation skills\nExceptional ability to make decisions that result in customer satisfaction\nHave an instinct for technologies and techniques, and enjoy trying things out\nProven organizational skills\nSelf-motivated and action oriented\nStamina to see a difficult problem to its conclusion\nStrong problem-solving skills\nStrong technical background\nSuperior interdisciplinary communication and listening skills\nUnderstanding of the printing industry and its processes\nWilling and able to travel (up to 10% of the time on average)\nWilling to continually learn, through interacting with the team, formal courses or self-directed programs\nEOE Policy Statement:\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.\nEstimated Salary: $80,000 - 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