Support Specialist II - Hybrid

Versaterm is a global public safety solutions company helping agencies transform their organizations by providing innovative solutions, expertise and an unwavering dedication to customer service. We are on a journey to build a public safety technology platform that will enhance community safety by creating purposeful integrations across the public safety spectrum. We deliver intuitive tools developed for public safety agencies, forensic labs, court systems, schools and other institutions. Our selective growth strategy focuses on improving customer and user workflows for more efficient and effective operations, leading to better service and 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. 

The Support Specialist II – Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows, serving customers who need both technical resolution and advanced usage optimization.

• →Diagnose hardware-related issues and system performance problems
• →Manage user access permissions across multiple systems
• →Conduct initial investigation of backend database and logic issues
• →Coordinate with technical teams while maintaining ticket ownership
• →Implement complex features for specific customer workflows
• →Customize solutions combining technical configuration and process optimization
• →Deliver personalized training on both technical and functional aspects
• →Create custom documentation covering technical setup and usage best practices
• →Resolve issues requiring both technical fixes and user education
• →Analyze problems to determine root cause (technical defect vs. knowledge gap)
• →Develop solutions that address both system configuration and user adoption
• →Provide comprehensive support for integration challenges
• →Document resolutions that include both technical steps and usage guidance
• →Participate in on-call rotation for after-hours support
• →Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.
• →Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

Required Qualifications:

• Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
• A minimum of 1-3 years of experience in technical support or business analysis
• Intermediate technical skills including SQL and system troubleshooting
• Familiarity and experience with software customization and workflow optimization
• Ability to handle both technical investigation and user training
• Strong analytical skills for complex problem-solving
• Excellent communication skills across technical and business contexts
• Ability to diagnose and resolve multi-faceted issues
• Capability to deliver both technical and educational support
• Strong context-switching between different support types
• Flexibility to handle diverse customer needs

• Experience in software implementation or consulting
• Certifications in both technical and business domains
• Knowledge of both ITIL and customer success methodologies
• Experience with system integration projects
• Project management experience

Note: 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.