Product Support Specialist (Life Sciences) ➡️ Love being the go-to expert when others need answers and genuinely enjoy solving complex problems for customers? ➡️ Energized by digging deep into products, data, and workflows to help users get real value from powerful technology? ➡️ Excited by working at the intersection of Life Sciences, AI, and innovation intelligence? ➡️ Motivated by delivering standout customer experiences and being a true advocate for users across Product, Sales, and Engineering? ➡️ At PatSnap, our customers rely on us to make sense of complex innovation data - and our Product Support Specialists are at the heart of that experience. We’re looking for a Product Support Specialist (Life Sciences) to join our Product Support team, reporting to the Manager of Product Support. In this role, you’ll partner closely with customers to resolve technical questions, troubleshoot issues, and help them unlock the full value of PatSnap’s Life Sciences products and broader innovation intelligence platform.

You’ll be a trusted product expert and customer advocate, combining deep product knowledge with empathy and clear communication. Whether you’re responding to tickets, creating documentation, or sharing customer insights with Product and Sales, your work will directly shape how customers experience PatSnap. This role is ideal for someone who enjoys problem-solving, explaining complex concepts in straightforward terms, and continuously building expertise in the Life Sciences and IP intelligence space.

Customer satisfaction is a core priority for us and you’ll play a key role in maintaining our industry-leading CSAT by ensuring every customer feels heard, supported, and confident using our platform. This is a hybrid position in our Toronto office with the expectation that you work from the PatSnap office 1 day per week.



Create and manage technical learning documentation for all product modules.

Create and manage technical documentation for the Life Science platforms. Proactively collect, analyse, and share customer feedback with colleagues in the sales team and with the product development team. Continuously build and maintain high levels of specialization in the IP and patent intelligence market. 2+ years in a customer-facing role. ~ Life Sciences (Biology, Chemistry, BSc) education background or industry knowledge is required. ~ Great at answering questions with a customer-centric approach. ~ An agile mindset which can handle curveball questions and quickly changing scenarios. ~ Comfortable with thinking on the spot when dealing with urgent requests. ~ Five weeks of paid vacation Two company-paid community volunteering days Health and dental benefits for you and your dependents from day one Hybrid work environment + WFH stipend for your home office set-up Paid parental leave policy A 24/7 employee assistance program which provides access to virtual healthcare, therapy, financial and legal assistance, wellness counselling and resources for family support Customer: Our customer is at the center of everything we do.

The annual base salary for this role is $55,000 CAD with a target bonus of 1 month's salary based on personal and company performance. Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race, religion, national origin, citizenship, sex, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran/military, or disability status, or any other protected status in accordance with federal, provincial/state or local laws.

If you require any accommodations during the interview process, please email us at [email protected] so we can best support you.

📌 Product Support Specialist (Life Sciences) (Toronto)
🏢 PatSnap
📍 Toronto