? Job Opportunity: Product Support Analyst (2 Open Positions)

? Location: Toronto, ON

? Work Mode: Hybrid (4 days/week in office)

?️ Start Date: As soon as possible

? Contract Length: 12 months (Temp-to-Perm: Possible)

? What we will accomplish together:

Join a team at the heart of one of Canada's leading providers of custody, brokerage, and trade execution solutions for independent wealth management firms. As a Product Support Analyst, you will play a key role in supporting business-critical digital platforms used by investment professionals across the country. Your expertise in application support, problem solving, and stakeholder collaboration will directly contribute to enhancing client experience and driving continuous improvement of digital solutions.

Your mission (if you choose to accept it!):

Provide advanced application support and act as a trusted advisor for digital platforms, ensuring business users receive timely assistance and an exceptional service experience.

✅ Your day-to-day responsibilities will include:

- Analyze, prioritize, troubleshoot, and resolve support requests, incidents, and service-related issues.
- Provide expert support to client service teams, business clients, and external partners using digital platforms.
- Collaborate with internal technology teams, vendors, and development teams to investigate and resolve complex issues.
- Act as a trusted advisor by communicating platform capabilities, issue status, workarounds, and resolutions to technical and non-technical audiences.
- Create and maintain support documentation, knowledge articles, user guides, and operational procedures.
- Participate in testing,



validation, incident management, and product release activities.
- Monitor recurring issues and user feedback to identify trends and perform root cause analysis.
- Recommend long-term improvements to processes, products, and user experience.
- Stay up to date on digital products, new features, and industry best practices.

?️ Your toolkit:

Application Support

Incident Management

Digital Platforms

Client Support

Root Cause Analysis

Jira

Confluence

SQL

Business-to-Business (B2B) Environment

Stakeholder Management

Your profile:

- Bachelor's degree in a relevant field.
- Minimum 3 years of experience in application support or client-facing technical support.
- Experience working in a B2B environment.
- Knowledge of digital platforms, business systems, or client-facing applications.
- Experience within financial services, brokerage, custody services, or investment management is considered a robust asset.
- Experience with Jira, Confluence, and/or SQL is considered an asset.
- Understanding of software or application development lifecycles is an asset.
- Strong communication and problem-solving skills.
- Ability to explain technical concepts to both technical and non-technical audiences.




- Availability to occasionally support activities outside regular business hours during releases.

? Astek Benefits

- Group insurance from day one, with Astek Canada covering 50% of premiums
- Retirement savings plan available after 3 months of service
- Employer matching contribution of up to $2,000 per year according to plan conditions
- 3 weeks of vacation for 1 to 3 years of recognized experience
- 4 weeks of vacation after 3 years of recognized experience
- Option to purchase 1 additional week of vacation annually
- 3 floating days after 3 months of employment
- Opportunity to work abroad up to 5 weeks per year, subject to applicable policies
- Monthly reimbursement of up to $75 for phone and/or internet expenses
- Eligible transportation reimbursement up to the STM Zone A fare
- Annual $500 wellness and fitness reimbursement
- $500 reimbursement for computer or home office equipment
- Regular social events and networking activities
- Access to Astek offices in Montreal, Toronto, and Vancouver
- Employee referral program
- Tailored training opportunities
- Reimbursement of selected job-related certifications
- Professional association membership reimbursement when related to the position
- Employee Assistance Program (EAP) and telemedicine services

? Let's meet!

Do you see yourself in this opportunity and feel Astek could be the right fit for you?

Apply today so that Sara, our Talent Acquisition Specialist, can reach out for an initial conversation.

Loïc , your future Manager, will then meet with you to discuss your background, aspirations, and the role in more detail.

📌 Product Support Analyst (Toronto)
🏢 Astek
📍 Toronto