Technical Support Specialist

Snatch UP Jobs; Ottawa; On-site; CAD 50,000 - 70,000; Full time

Job summary

A global leader in logistics analytics is seeking a Technical Support Specialist to handle bugs, defects, and enhancement requests. The ideal candidate will have 1-2 years of experience in technical support and a strong mastery of Jira. Additional preferences include a background in logistics or supply chain, basic coding skills, and excellent problem-solving abilities. This role involves acting as a liaison between technical and non-technical teams to resolve issues efficiently.

Qualifications

• 1-2 years in technical support, application support, or product operations.
• Mastery of Jira and modern ticketing systems.
• Experience in logistics or supply chain is advantageous.

Responsibilities

• Serve as the primary intake point for bugs, defects, enhancements, and development requests.
• Break down complex requests into clear, actionable tasks.
• Act as a translator between engineering and client success teams.

Skills

Technical Support

Application Support

Problem-Solving

Communication

Jira

Job description

Overview

Join a global leader in logistics analytics and supply chain intelligence. Our platform processes massive datasets to help the world's largest enterprises optimize their global spend and recovery. We are looking for a Technical Support Specialist.

Responsibilities

• Intake & Technical Assessment – Serve as the primary intake point for bugs, defects, enhancements, and development requests. Assess incoming issues for severity, impact, urgency, and scope. Categorize and prioritize work based on business impact, client commitments, and engineering capacity. Recreate and/or verify end-user bug reports to ensure accuracy and clarity before they enter the dev queue.
• Triage & Workflow Management – Break down complex requests into clear, actionable tasks or tickets with specific acceptance criteria. Route work to the appropriate engineering team or individual. Coordinate with Product and Engineering leadership to align priorities and resolve conflicts. Ensure high-priority and production-critical issues are escalated and addressed promptly.
• Cross-Functional Liaison – Act as the primary translator between Engineering, Product, Operations, and Client Success teams. Convert non-technical client feedback into technical requirements and vice versa. Provide transparent status updates and timelines to internal and external stakeholders.
• Process & Quality Engineering – Maintain clean, organized backlogs in Jira or similar ticketing ecosystems. Track trends in defects and recurring bottlenecks to inform long-term process improvements. Support post-incident reviews and root-cause analysis for major system issues.

Requirements

• Experience: 1-2 years in Technical Support, Application Support, or Product Operations.
• Systems: Mastery of Jira and modern ticketing systems is a must.
• Domain Knowledge: Experience in Logistics or Supply Chain is a significant advantage.
• Technical Edge: Basic coding skills (SQL, Python, or the ability to read logs) is a big plus and will help you investigate issues more deeply.
• Communication: Superior ability to explain technical problems to non-technical people.
• Problem-Solver: A "detective" mindset with a passion for figuring out why things break and how to fix them.