Product Support Technical Specialist

talentmanagementsolution; Markham; Hybrid; CAD 60,000 - 70,000; Full time

Job summary

Gary Jonas Computing Ltd in Markham, Ontario, is hiring a Product Support Technical Specialist (Tier 2) for its Club Software Support Team. The role focuses on escalation, root-cause analysis, and ensuring system reliability, with hybrid in-office Tuesdays and Thursdays.

Ideal candidates have 3-5+ years in Tier 2 support, strong SQL/database skills, and experience with Windows environments. Joining provides exposure to enterprise software solutions in the club and hospitality sectors.

Qualifications

• 3-5+ years in Tier 2 or advanced technical support.
• Strong SQL, database, and data structures knowledge.
• Experience with Citrix/Terminal Services and Windows environments.

Responsibilities

• Own Tier 2 escalations, investigate complex defects and DB issues.
• Analyze logs, perform advanced SQL scripting, data validation.
• Collaborate with Product/Engineering to resolve systemic issues.
• Document findings and propose fixes, workarounds, and repeats.
• Provide after-hours on-call support on a rotating basis.
• Communicate clearly with clients during incidents.

Skills

Tier 2 support

SQL & Databases

Networking (Citrix/VMs)

Windows OS (11/Server)

Root-cause analysis

Technical communication

Tools

ProvideX

Job description

Product Support Technical Specialist

Club Division

Markham, Ontario (Hybrid in office every Tuesday and Thursday)

Compensation & Role Details

Expected Salary Range: The expected base salary range for this role is between $60,000 - $70,000 CAD, depending on experience and qualifications

Role Type: Backfill Role

AI Disclosure: AI may be used during the hiring process.

THE COMPANY

Gary 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.

Jonas 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.

Jonas' 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.

Jonas 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.

THE POSITION

We 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.

You 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.

RESPONSIBILITIES

Reporting to the Technical Product Support Team Lead, you will:

• Own the investigation and resolution of Tier 2 escalated technical issues, including:
• Complex software defects
• Database-related issues
• Networking and server environments
• Permissions, integrations, and installations
• Perform advanced SQL scripting, query development, data validation, and corrections
• Analyze system logs and trace software behavior to determine root cause
• Serve as a technical escalation resource for Tier 1 Support
• Partner closely with Product, Engineering, and Implementation teams to resolve systemic issues
• Document findings, known issues, workarounds, and permanent fixes
• Proactively identify recurring issues and process improvements
• Deliver calm, professional client communication during critical incidents
• Contribute to software testing, quality audits, and release validation
• Participate in and help strengthen the after-hours escalation rotation
• Role-model best practices in technical troubleshooting, ownership, and customer advocacy
• Provide after-hours on-call support on a rotating basis

QUALIFICATIONS

• 3-5+ years of experience in a Tier 2 or advanced technical support role
• Strong working knowledge of:
• SQL, relational databases, and data structures
• Networking environments (Citrix, Terminal Services, virtual servers)
• Windows 11 and Windows Server operating systems
• Proven success handling high-severity escalations and complex defect scenarios
• Advanced diagnostic, analytical, and root-cause analysis skills
• Excellent written and verbal communication with both technical and non-technical audiences
• Ability to prioritize effectively in a fast-paced, high-accountability environment
• Strong documentation habits and attention to detail
• A mindset of ownership, learning, and continuous improvement

Nice-to-Have Assets

• Experience with ProvideX programming or similar programming languages
• Background supporting accounting-based, hospitality, or club management software
• Exposure to golf club, hospitality, or private club operations
• Computer Science or Networking education/certification

Why Join Jonas?

Be part of a stable, publicly traded global software organization

Work on mission-critical platforms that pow