Product Support Analyst

Infotree Global Solutions; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Infotree Global Solutions in Toronto seeks a Product Support Analyst to be a key resource for supporting digital platforms used by our business clients. You will analyse incidents, collaborate with tech teams, and guide both technical and non-technical audiences toward effective solutions.

In this hybrid role, you’ll help prepare readiness activities, document procedures, and identify root causes to drive product improvements while delivering a high-quality client experience.

Qualifications

• Bachelor’s degree and a minimum of three years in an application support or client-facing role.
• Experience in a business-to-business environment, ideally in brokerage or financial services.
• Knowledge of digital platforms, business systems, or client-facing applications.
• Experience using Jira, Confluence, or SQL is an asset.
• Knowledge of system or application development is an asset.
• Availability to occasionally support outside regular hours, including during product releases.

Responsibilities

• Provide advanced support for digital platforms by analysing, prioritising, troubleshooting, and resolving inquiries and incidents for clients and partners.
• Collaborate with internal teams, vendors, and development teams to investigate issues, gather requirements, and drive resolution.
• Act as trusted advisor by offering guidance and clear communications on platforms, support processes, and issue status to technical and non-technical audiences.
• Create and improve support documentation, user guides, and procedures to enhance service delivery.
• Support readiness activities, including testing, incident management, and product releases.
• Monitor requests, incidents, and feedback to identify trends and recommend long-term improvements.
• Maintain knowledge of digital products and industry developments to improve services.

Skills

Customer-focused

Problem-solving

Effective communication

Team collaboration

Education

Bachelor’s degree

Tools

Jira

Confluence

SQL

Job description

A career as a Product Support Analyst within the Independent Network Product team means acting as a key resource in supporting digital platforms used by our business clients. In this role, you’ll have a positive impact on the client experience through your expertise in application support, problem-solving, and continuous improvement of digital tools

Your role

• Provide advanced support for digital platforms by analysing, prioritising, troubleshooting, and resolving inquiries, incidents, and service issues for client service teams, business clients, and external partners
• Collaborate with internal teams, technology partners, vendors, and development teams to investigate issues, gather requirements, drive resolution, and support the successful adoption of digital solutions
• Act as a trusted advisor by providing expert guidance, recommendations, and clear communications on digital platforms, product capabilities, support processes, issue status, workarounds, and resolutions to technical and non-technical audiences
• Create, maintain, and continuously improve support documentation, knowledge articles, user guides, procedures, and operational resources to support effective service delivery and knowledge transfer
• Support product and operational readiness activities, including testing, validation, incident management, service outage communications, internal and external stakeholder engagement, and new product releases
• Monitor support requests, incidents, recurring issues, and user feedback to identify trends, perform root cause analysis, and recommend long‑term solutions, process improvements, and enhancements to digital platforms and user experience
• Maintain current knowledge of digital products, features, and industry developments to deliver effective support and contribute to the continuous improvement of services and processes

Your team

• leading provider of custody, trade execution, and brokerage solutions for independent portfolio managers, investment dealers, and investment fund managers. With more than 200 professionals, the organization supports 450 independent firms representing over $300 billion in assets under administration
• .Within the Product sector, you will be part of a team that operates at the intersection of client experience, business, and technology. The team focuses on identifying opportunities to improve the day‑to‑day operations of member firms and developing intuitive, high‑performing business‑to‑business digital tools. Our team stands out for its collaborative mindset, proactive approach, and commitment to continuously enhancing the client support experience. We strive to offer maximum flexibility to support your well‑being through a hybrid work environment and an adaptable work schedule
• .values continuous development and internal mobility. Our personalized training programs, based on learning through action, help you master your role and develop new areas of expertise. Resources such as the Data Academy, language training, the Harvard Learning Center, as well as coaching and mentoring opportunities, are available to you at all times

Prerequisites

• Bachelor’s degree and a minimum of three years of experience in an application support or client‑facing support role.
• Experience in a business‑to‑business environment, ideally within brokerage, custody services, or financial services.
• Knowledge of digital platforms, business systems, or client‑facing applications.
• Experience using Jira, Confluence, or SQL is considered an asset.
• Knowledge of system or application development is considered an asset.
• Availability to occasionally provide support outside regular business hours, including during product releases.