Giatec Scientific Inc. is seeking a technically curious, customer-oriented Customer Success and Solutions Specialist to strengthen the software side of our customer-facing operations. This is not a developer or full-stack engineering role. It is a high-impact position at the intersection of customer success, software troubleshooting, and AI-driven problem solving, with direct visibility into how the software platforms of Giatec are adopted, supported, and improved.The ideal candidate brings a background in computer science, software engineering, or a related technical discipline, paired with a strong customer service mindset. You will own Tier II software troubleshooting for our customers, partner closely with the Software, Product, and Engineering teams to drive timely resolution and product improvements, and act as the technical voice of the customer inside Giatec.Giatec operates with an AI-first mindset. You will be expected to leverage AI as a core part of how this work gets done, from triage and case analysis through to the rollout and improvement of AI-powered features inside the platform.Why Join Giatec?Play a central role in deploying MixPilot and SmartMix Giatec platforms for the ready mix industry, alongside the broader Giatec portfolio as the team scales.Work with a creative, driven team that is passionate about reducing the carbon footprint of concrete and reshaping the construction industry.Join a purpose-driven company recognized as one of the fastest-growing in Canada for three consecutive years.Competitive compensation, flexible health benefits,



and a matching retirement savings program.Significant opportunity for personal and qualified growth as the Customer and Engineering Success team scales.What You Will DoTier II Software TroubleshootingOwn Tier II troubleshooting for software-related cases escalated from the front-line support team, including issues involving MixPilot, integrations, and data accuracy.Reproduce, isolate, and document complex issues with the clarity and structure that the Software and Engineering teams need to act on them quickly.Maintain accurate, timely records of all customer interactions and case progression in Salesforce.Customer Advocacy and Engineering PartnershipServe as the technical liaison between customers and the internal Software, Product, and Engineering teams, ensuring that customer issues are understood, prioritized, and progressed without losing momentum.Track open issues from triage through resolution, holding internal stakeholders accountable to commitments and keeping customers informed throughout.Document confirmed issues and bugs in JIRA with clear reproduction steps, business impact, and supporting evidence, so that the Software and Engineering teams can act on them effectively.AI-Driven Problem Solving and ToolingLeverage AI tools, including large language models, AI copilots, and prompt-engineered workflows, to accelerate triage, draft customer responses,



summarize case patterns, and surface insights from support data.Contribute to the rollout and ongoing improvement of customer-facing AI features such as the Sandy chatbot, AI-drafted estimates, and other intelligent workflows within the Giatec platform.Help identify opportunities where AI can reduce repetitive workload across the Customer and Engineering Success team.Customer Enablement and Voice of the CustomerBuild and maintain trusted relationships with technical users at customer accounts, including IT administrators, data managers, and operations technology leads.Deliver tailored training sessions, both remote and on-site, to ensure technical users can independently leverage the software platforms of Giatec.Systematically synthesize customer feedback, feature requests, and friction points, and channel them to the Product team through structured processes.Cross-Functional CollaborationAct as a conduit across the broader Customer and Engineering Success team, the Sales team, the Product team, and the Engineering team, carrying customer context inward and progress outward so that nothing falls between functions.Partner with the Software, Product, and Engineering teams to advance customer commitments without compromising release quality.Conduct on-site visits across the United States and Canada when high-priority customer engagements require it.RequiredThree to five years of professional experience in a customer-facing technical role. Relevant backgrounds include technical support, customer success engineering, software customer support, technical

📌 Customer Success And Solutions Specialist, Software (Ottawa)
🏢 Giatec
📍 Ottawa