Product Support Specialist

About the role

ServicePower is seeking a Product Support Specialist to join its Global Customer Care team, providing third‑line technical support for ServicePower Service Management products across North America and Europe.

Key responsibilities

• Utilize tools such as PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview, and Tomcat to diagnose and troubleshoot technical issues.
• Collaborate closely with the development team, delivering detailed troubleshooting information and managing escalation.
• Maintain prompt, clear communication with internal and external stakeholders while adhering to SLAs and documenting actions.
• Own a queue of tickets, ensuring up‑to‑date documentation, equitable request allocation, and availability for support‑line calls.
• Assist with outage coordination and act as an advocate for customers when working with internal partners.

Required profile

• IT‑related degree or equivalent work experience.
• Strong communication skills across all customer organization levels.
• Highly organized, detail‑oriented, and able to manage multiple high‑priority tasks.
• Experience supporting complex, in‑house software packages and working flexible hours for North American customers.
• Willingness to participate in on‑call shifts and occasional public‑holiday work.

Required skills

• PERL, HTML, XML, Jira, AWS, PL/SQL, Qlikview, Tomcat.
• RDBMS experience with Oracle and/or SQL Server, including query writing and data import/export.
• Windows system administration.
• APIs and Web Services.
• Multi‑threaded application log file analysis.