Product Support Engineer

• →Product Training & Enablement:
• →Work with the Documentation team to develop and deliver training sessions, webinars, and documentation for Professional Services, Sales teams, and internal stakeholders.
• →Create user guides, FAQs, video tutorials, and other educational materials.
• →Ensure onboarding programs are in place to help internal teams and employees adopt new platform features.

Visit www.journaltech.com/careers for more information, but highlights include:  

• →Competitive compensation * The salary range posted for this position reflects a good-faith estimate of the base salary we reasonably expect to offer a successful candidate upon hire. Final compensation will be based on job-related factors, including qualifications, experience, geographic location, and internal compensation considerations.
• →Quality medical, dental and vision coverage. 
• →Competitive paid time off as well as paid holiday time. 
• →401(k) retirement (US) and GRRSP (CDN) programs. 
• →Annual professional development funds - $1,500 USD annual per employee. 
• →Book subscriptions with an extensive library in each office for personal and professional growth. 
• →Flexible working hours which you can coordinate with your supervisor. 
• →Ability for employees to work from a remote location (e.g., home) or office. 
• →Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees. 
• →Travel opportunities between Journal Technology offices and with clients. 

We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people. 

• Serve as the front-line technical contact for escalated product issues from Professional Services, Sales Engineering, Customer Support teams, and, in some cases, end customers.
• Reproduce, triage, and debug complex platform-level issues using logs, code inspection, configuration analysis, and database queries.
• Partner with Platform and Product Engineering teams to identify root causes, validate fixes, and track escalation SLAs.
• Track and analyze support tickets to identify recurring issues and opportunities for product improvement.

• Serve as a product expert by staying up to date on new features, updates, and best practices.
• Capture recurring issues and inefficiencies to recommend feature improvements and documentation enhancements.
• Assist Product Management in validating documentation, prototypes, and release readiness from an implementation partner perspective.

• Ensure detailed issue resolution notes and root causes are documented in internal systems to build long-term institutional knowledge.
• Maintain version-specific guidance for platform tools and configurations, particularly regarding backward compatibility.
• Help enforce knowledge management standards within the support ecosystem.
• Assist in developing self-service solutions to reduce the volume of support inquiries.

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field.
• 3+ years of experience in technical support engineering, QA automation, system implementation, or platform training.
• Familiarity with REST APIs, XML/JSON, basic SQL, and platform configuration practices.
• Experience with support systems (e.g., Jira Service Management), documentation tools, and knowledge base platforms.
• Comfortable reading code (Java preferred), inspecting logs, and performing root cause analysis on software issues.
• Strong understanding of product life cycles and go-to-market strategies.
• Excellent written and verbal communication and presentation skills.
• Experience working cross-functionally with Product, Sales, Marketing, and Customer Success teams.
• Experience troubleshooting software or other technical products.
• Analytical mindset with the ability to assess metrics and derive actionable insights.
• Highly organized, with a proactive approach to problem-solving and stakeholder management.
• Ability to manage multiple tasks and deadlines efficiently.
• Ability to implement and adhere to Knowledge Management standards and methodologies.
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.

• Familiarity with access control frameworks and data protection best practices in justice or government-sector software environments.
• Prior experience supporting configurable platforms (e.g., Salesforce, ServiceNow, or other low-code platforms).
• Exposure to professional services delivery models and/or experience working directly with implementation partners.
• Experience working in environments that manage regulated data and sensitive user access, such as court systems or government agencies.
• Ability to clearly communicate technical concepts and details to non-technical audiences.