About Us

WrightPlan is a growing company specializing in software solutions for the crane & rigging, machinery moving, and specialized construction industries. We streamline complex workflows and enhance operational efficiency for our clients, providing them with tools to manage their projects more effectively.

Overview

We’re seeking a proactive, technically minded Product Support Specialist to join our team full time. This role is critical to the success of our Professional Services team. The ideal candidate is driven by customer success and believes that our customers’ problems are our problems.

They’re willing to go the extra mile to see every issue through to resolution. Along with technical fluency in software or technology, they bring a solution-focused mindset. When something goes wrong, their first instinct is to find a way forward.

Excellent communication skills are essential. This person can explain technical issues clearly to customers of all backgrounds, and they don’t hesitate to pick up the phone when a conversation will solve a problem faster than an email thread. With multiple customers and priorities competing for their attention, they rely on strong time management and sound judgment to prioritize effectively and keep everything moving.

Reporting to the Skilled Services Manager, this position involves collaborating with cross-functional teams, including development, QA, and product management. As a customer advocate, this role brings the voice of the customer to those teams and helps shape product requirements.

This is a hybrid position (3 days a week in office).

We are passionate about advancing technology, solving customer pain points, and delivering results quickly. We’re looking for individuals who share these values and are committed to executing them every day.

Your Responsibilities

- Respond to customer inquiries via phone, email, and support desk in a timely and professional manner.
- Investigate and/or escalate customer’s technical issues and ensure resolution.
- Reproduce customer-reported issues, perform technical analysis and root cause investigation,



and document findings for Development and QA teams.
- Maintain up-to-date knowledge of company products and services to offer guidance and support to customers.
- Conduct training sessions either virtual or on-site at customers location, to help customers fully understand and utilize our products and services.
- Assist the Implementation team as needed, to configure and setup the Software and our customer’s data so that each customer is prepared and enabled for their launch.
- Collect and relay customer feedback to the product and development teams to help improve future offerings.
- Create and update support documentation, FAQs, training videos and guides to assist customers in troubleshooting on their own and to supplement training efforts.
- Ensure customers receive top-notch service and have a seamless experience from onboarding to ongoing support.
- Build strong relationships with customers, ensuring their retention and full satisfaction.
- Identify upsell opportunities when appropriate.
- Lead our customers in the direction of success and continue to grow our customer advocates and the footprint throughout North America.
- Be responsible for documenting all customer support activity (billable and non-billable hours) in the CRM

What You Need

- 2+ years in a customer support or service role at a tech company, preferably in a SaaS environment.
- Experience supporting cloud-based SaaS applications in a B2B environment is an asset.
- Experience building customer relationships based on trust and commitment. Previous experience working with external customers is essential.
- Strong troubleshooting and analytical skills to identify problems and provide appropriate solutions.



Experience investigating application logs and performing root cause analysis is an asset.
- 2+ years of Software Training experience.
- Strong written, verbal, and presentation skills combined with strong interpersonal skills. Clear ability to convey a concept to a variety of audiences.
- Ability to collaborate effectively with customers and other team members.
- Detail oriented, with well-organized and disciplined work habits and demonstrated capability for problem solving. Ability to organize, prioritize and work independently.
- Familiarity with support ticket systems (e.g., JIRA service management, Zendesk, Freshdesk etc.) and CRM tools.
- Experience with SQL queries and database troubleshooting is an asset.
- Familiarity with APIs, integrations, and data synchronization processes is an asset. Understanding of JSON, CSV, and data import/export processes is an asset.
- Motivated, self-starter with a passion for life-long learning.
- Must be willing and able to travel periodically throughout North America.

What We Offer

- Competitive base salary
- Comprehensive health, dental, and vision benefits package
- Paid time off and flexible scheduling
- Opportunity to work with a passionate, industry-leading team
- Career pathing and growth opportunities

Join us in delivering outstanding customer experiences that drive success! This role offers an exciting opportunity to influence customer satisfaction directly while working in a vibrant environment that values innovation, collaboration, and growth. Job Type: Full-time

Pay: $65,000.00-$70,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Application question(s):
- This role requires working from our Waterloo, Ontario office a minimum of 3 days per week (hybrid). Are you able to meet this requirement without relocation assistance?
- What does outstanding customer support look like to you?

Experience:
- Product Support: 2 years (required)

Work Location: Hybrid remote in Waterloo, ON N2J 3H8

📌 Product Support Specialist (Waterloo)
🏢 WrightPlan
📍 Waterloo