Product Support Specialist (Tier 2)

BusPlanner; Waterloo; On-site; CAD 60,000 - 70,000; Full time

Job summary

BusPlanner is seeking a Product Support Specialist (Tier 2) to deliver technical support and troubleshoot complex issues for clients in the school transportation industry. This role requires strong SQL skills and effective communication to help clients successfully utilize the software solution. Candidates will work in the Waterloo office for the initial training period, with possibilities for remote work thereafter.

Qualifications

• Strong SQL skills, ability to write complex queries.
• Experience in Windows environments and command-line troubleshooting.
• Familiar with XML templates for system outputs.

Responsibilities

• Deliver industry-leading product and technical support to clients.
• Troubleshoot backend issues and maintain cloud-hosted environments.
• Build strong relationships with users to ensure long-term engagement.

Skills

SQL skills

Windows environments

XML knowledge

Communication skills

Problem-solving mindset

Organizational skills

Job description

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BusPlanner is building a world-class Client Services practice, and we are looking for driven, talented, and technically-minded Product Support Specialists (Tier 2) to join our journey. This is a unique opportunity to be a part of a growing team as we strive to make a positive impact in the world of school bus transportation.

Who we are

BusPlanner builds market-leading software solutions for K-12 transportation departments across North America. We are on a mission to improve student transportation and empower the people who make it happen. We firmly believe that it takes both product innovation and stellar customer service to achieve our mission. BusPlanner has a 40-year legacy in delivering winning products and services to its clients, and we are only getting started!

What you will do

• Deliver industry-leading product and technical support to clients from across North America
• Troubleshoot backend issues including data discrepancies, imports / exports, and performance concerns
• Deliver customized technical services to meet client needs and maximize retention and satisfaction
• Provide expert guidance on data formatting, cleansing, validation, and transformation
• Configure, manage, and maintain Windows-based environments for our growing pool of cloud-hosted users and applications
• Work hands-on with database management systems (primarily SQL Server) to analyze and resolve client issues
• Support templated outputs and system integrations through XML configuration and transformation
• Create and update help modules, client-facing documentation, and internal troubleshooting guides
• Build strong relationships with users to fully understand their needs and ensure long-term engagement
• Participate in a rotating support schedule covering help desk hours from 7am to 7pm ET, with occasional after-hours coverage

What you bring to the table

• Strong SQL skills, including the ability to write complex queries and interpret database structures
• Experience with Windows environments, including installation, configuration, and troubleshooting via command-line tools and executables
• Familiarity with XML templates and structures used for system outputs, configurations, and third-party integrations
• Bonus : Experience with XML tools like XSLT or XPath, or working with data transformation workflows
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical users
• A proactive, problem-solving mindset and a desire to take ownership of technical challenges
• Strong organizational skills and ability to prioritize multiple requests in a fast-paced setting
• A collaborative spirit and an interest in improving internal tools and processes for the team

Successful candidates will work in our Waterloo office for 3+ days a week for a six-month training period, with a possibility of expanded remote work after successful completion of the training phase.

The expected salary for this role starts at $60,000 , with flexibility based on experience and qualifications.

If this sounds like you, reach out by introducing yourself in a cover note and attaching your resume to [emailprotected] . We can’t wait to hear from you.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Software Development

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Product Specialist • Waterloo, Region of Waterloo, Canada