Software Application Support Specialist (CAD)

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

As a Software Application Support Specialist (CAD), you will play a pivotal role in ensuring the smooth operation of our software applications. You will be responsible for providing exceptional support to our clients, resolving technical issues, and helping them maximize the value of our software solutions. This job posting is being used to fill an existing vacancy.

• →Provide front-line technical support to clients via phone, email, or live chat, ensuring prompt and effective issue resolution
• →Troubleshoot and diagnose software-related problems and document solutions in a clear and concise manner
• →Collaborate with our development and QA teams to identify and resolve software bugs and escalate issues as needed
• →Assist clients in understanding and using our software effectively through training and guidance
• →Maintain comprehensive records of client interactions, issues, and resolutions in our CRM system
• →Keep up-to-date with product updates and enhancements, communicating these changes to clients when necessary
• →24/7 support Rotation: Participate in Versaterm's on-call support rotation to provide emergency assistance to customers outside of regular business hours as needed.

• Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience)
• Minimum of 2-3 years of experience within a software support or development environment
• Strong problem-solving skills and a passion for helping clients overcome technical challenges
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
• Proficiency in troubleshooting software issues and a solid understanding of Windows, macOS, and common web browsers
• Familiarity with troubleshooting mobile apps in iOS and Android
• Experience with CRM systems and support ticketing software is a plus
• Previous experience in software support or related field is advantageous, but not required
• Bilingualism in English and French is an asset

This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.