Job Description

Location:

Markham, Ontario (404 - Hwy 7)

Type:

Full-Time in Person

Level:

Junior to Intermediate role with growth potential

Department:

Product & Operations

Reports To:

Director of Operations (Administrative), Product Owner (Functional)

Salary Range:

$45K and up, based on experience and skill level.

Benefits:

Includes a standard, company-paid benefits package.

About the Role

We're looking for a technically-minded, solution-focused

Product Support Analyst

to join our team. In this role, you'll be the first line of support for customers and partners, helping them resolve technical issues related to our hardware and software systems. You'll also work closely with our product and engineering teams to improve our support processes and product quality.

This is a

junior to intermediate position

with room for growth into more senior support, technical, or product-focused roles. You'll be part of a collaborative team where clear communication, ownership, and initiative are valued.

What You'll Do

Helpdesk & Technical Support

Respond to support requests via phone, email, and helpdesk ticketing system Diagnose and resolve issues related to software, hardware, and network connectivity Read system logs and use diagnostic tools to troubleshoot and document findings Follow up on open issues and ensure resolution meets customer expectations Maintain high levels of professionalism and clarity in written and verbal communication

Cross-Team Collaboration

Escalate complex issues to the engineering or product team with clear supporting information Share customer feedback and patterns to help drive product improvements Align with the Product Owner and Director of Operations on support priorities

Documentation & Process Support

Create and maintain support documentation and internal knowledge base articles Track and improve support workflows for better efficiency and customer outcomes Occasionally assist with field-based support or installations as needed

What You Bring

Technical Skills

Basic IT knowledge, including networking fundamentals (IP addressing, ports, connectivity) Previous experience in technical support, product support, or helpdesk role Understanding of troubleshooting methodologies and root cause analysis Comfort working with logs, command-line tools, and basic system administration Experience using helpdesk/ticketing systems (we use Zoho Desk) Previous experience with

Linux-based systems

is a strong asset

Soft Skills

Strong verbal and written communication skills Ability to work independently and as part of a collaborative support team Solid organizational skills and attention to detail Calm under pressure, with a clear and methodical problem-solving approach Willingness to take ownership of issues and see them through to resolution Comfort speaking with customers, though less than 20% of the role involves phone support

What Success Looks Like

High rate of first-call resolution and timely ticket closure Clear and complete support documentation Positive customer satisfaction (CSAT) scores Effective communication across departments Willingness to take initiative and handle technical ambiguity

Why Join Us?

Work with innovative technology and a supportive team Contribute to real impact with customers and partners Opportunity for professional growth and cross-functional experience A culture that values initiative, curiosity, and shared learning
Send your resume with a cover letter to: deonic.lee@bl-innovare.com

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

Dental care Extended health care Paid time off
Flexible language requirement:

French not required
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 2025-07-21
Expected start date: 2025-08-05