Technical Support Specialist

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

Job summary

A global leader in logistics analytics is looking for a Technical Support Specialist in Quebec. This role involves managing technical assessments and acting as a liaison between teams. Candidates should have 1-2 years of experience in technical support, excellent skills in Jira, and some knowledge in logistics or supply chain. Strong communication and problem-solving skills are essential for success in troubleshooting complex issues and ensuring client satisfaction.

Qualifications

• 1-2 years of experience in Technical Support or related fields.
• Mastery of Jira and other modern ticketing systems.
• Experience in Logistics or Supply Chain is preferred.
• Basic coding skills in SQL or Python.

Responsibilities

• Serve as the primary intake point for bugs and development requests.
• Break down complex requests into actionable tasks.
• Act as a liaison between Engineering, Product, and Operations.
• Maintain organized backlogs in Jira.
• Support post-incident reviews.

Skills

Technical Support

Application Support

Problem-Solving

Communication

Logistics Knowledge

Tools

Jira

SQL

Python

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.