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Added 3 months ago
Product Support Specialist
NORSAT INTERNATIONAL INC
Richmond, BC
$40,000 to $45,000 CAD / year
Full-time
As a Product Support Specialist, you will provide technical support for satellite communication products and RF/microwave equipment. You will troubleshoot hardware and system issues,…
Added 19 days ago
Product Support Specialist
Thales
Vancouver, BC
Full-time
As a member of a Global Support Success team, the Product Support Specialist will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending…
Added 20 days ago
Product Support Specialist
Thales
Vancouver, BC
Full-time
As a member of a Global Support Success team, the Product Support Specialist will be instrumental in replicating complex customer problems, diagnosing possible causations, recommending…
Added 1 month ago
Product Support Specialist
Teifi Digital
Vancouver, BC
$65,000 to $80,000 CAD / year
We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs,…
Added 10 days ago
Associate Product Support Specialist
Open Text Corporation
Waterloo, ON
Other
As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective…
Added 3 months ago
Product Support Specialist
Corpay
Montreal, Quebec
$50,000 to $55,000 USD / year
Full-time
Corpay is currently looking to hire a Product Support Specialist within our Corpay division. This position falls under our Corpay Cross Border line of business and is located in, Montreal,…
Added 12 days ago
Associate Product Support Specialist
Open Text Corporation
Waterloo, ON
Other
As an Associate Product Support Specialist, you resolve difficult customer issues and contribute to the overall growth of the business and your peers. With great training, effective…
Added 12 days ago
Product Support Specialist Team Lead
Pigment
Toronto, ON
Full-time
Act as the lead and mentor to your team of Product Support Specialists to provide exceptional service to customers and partners.
Added 4 days ago
Product Support Specialist
NORSAT INTERNATIONAL INC
Richmond, BC
$40,000 to $45,000 CAD / year
Full-time
As a Product Support Specialist, you will provide technical support for satellite communication products and RF/microwave equipment. You will troubleshoot hardware and system issues,…
Added 20 days ago
Product Support Specialist - Future Opportunities
Jobber
Remote, Canada
Full-time · Remote
Then you should consider joining Jobber! We’re looking for a Product Support Specialist to be part of our Customer Success department. This posting is for future opportunities on the team.
Added 4 months ago
Spécialiste-conseil technique / Product Support Specialist
Genetec
Montreal, Quebec
Full-time
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Video, Access Control or License Plate…
Added 4 months ago
Spécialiste-conseil technique / Product Support Specialist
Genetec
Remote, Canada
Full-time · Remote
The Product Support Specialist will work as part of a dynamic team providing Genetec's customers with best-in-class technical assistance for the Video, Access Control or License Plate…
Added 1 month ago
Product Support Specialist - Mining Undercarriage
Titan Specialty - Formerly The Carlstar Group
Edmonton, Alberta
Other
…customers and some of the industry’s largest equipment. The Product Support Specialist will have a meaningful role in improving product performance, strengthening customer relationships and…
Added 26 days ago
Product Support Specialist II
IBC Technologies Canada
Burnaby, BC
$64,000 to $74,000 CAD / year
Full-time
The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from…
Added 26 days ago
Product Support Specialist II
Rheem Manufacturing Company
Burnaby, BC
$64,000 to $74,000 CAD / year
Full-time
The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from…
Added 26 days ago
Product Support Specialist II
Inspired HR
Burnaby, BC
Full-time
The Product Support Specialist II provides technical support for commercial and residential customers and contractors. The role will be hybrid with a mix of in-office work and work from…
Added 1 month ago
Product Support Specialist
Fidelity Canada
Toronto, ON
Full-time
As the Product Support Specialist, you will work closely with the Investment Analysts and will be responsible for:
Added 2 days ago
Specialist, Product Support
Gordon Food Service - Canada
Rocky View No 44, AB · Rocky View County, AB
Full-time
Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for…
Added 3 days ago
Specialist, Product Support
Gordon Food Service
Rocky View No 44, AB · Rocky View County Calgary-Alberta-CGY
Full-time
Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for…
Added 1 month ago
Specialist, Product Support
Gordon Food Service - Canada
Rocky View No 44, AB · Rocky View County, AB
Full-time
Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for…
Added 12 days ago
Specialist, Product Support
Gordon Food Service
Calgary, AB · Rocky View No 44, AB · Rocky View County Calgary-Alberta-CGY
Full-time
Utilizes knowledge and expertise of products, services and resources to provide Sales with strategic, profit maximizing solutions. Provides Sales with exceptional on-demand support for…
Added 24 days ago
IS Product Support Specialist II
Farrow
North Dumfries, ON
The IS/Product Support Specialist II provides Level 1 and Level 2 support for internal information systems and business applications, ensuring reliable access, performance, and user…
Added 5 months ago
Product Support Specialist
J.D. Irving, Limited
Saint John, NB
Full-time
Define requirements and support the business by prioritizing the product backlog.
Added 5 months ago
Product Support Specialist
Kent Building Supplies
Saint John, New Brunswick
Full-time
Support the business by prioritizing product backlog.
Added 1 month ago
Bilingual Product Support Specialist - Tech (Spanish)
Moody's Corporation
Toronto, ON
Full-time
Support clients in their use of Moody's Analytics Lending Solutions products, helping them add value to their businesses with world-class software

Teifi Digital

Product Support Specialist

Vancouver, BC, Canada

Pay: $65,000 to $80,000 CAD / year
Posting language: English
Posted: Aug 5, 2026

Apply About employer

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Original job description

Role Overview

We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep - success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems. You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and fast-growing team, you'll have the opportunity to build the processes that scale our support function.

Key Responsibilities

Frontline Support
Own merchant requests in Intercom across in-app chat, email, and phone
Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or escalate
Reproduce reported issues independently before escalating - in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access
Request and use Shopify collaborator access to investigate merchant configurations directly

Escalation & SLA

Maintain defined response times across P0–P3 priority levels during coverage hours
Escalate to engineering with a documented reproduction, merchant impact, and priority
File accurate Linear tickets against our ticket quality standard and keep merchants updated on status
Provide specialized support for Shopify Flow configurations involving triggers and actions
Communicate proactively with affected merchants during incidents, including workarounds and resolution updates

Knowledge & Self-Service

Own and maintain our knowledge base so merchants have current, accurate information
Build and maintain reusable resources: guides, FAQs, macros, and onboarding templates
Configure and continuously improve Fin, our AI support agent, to increase self-serve resolution
Design self-service flows for bug reports, feature requests, and common question paths

Product Feedback

Track recurring issues and surface structured product feedback to the product team
Identify churn risk early and escalate with context
Partner with our implementations team on merchant handoff at go-live

Qualifications

1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred
Working knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together
Strong troubleshooting instincts - you investigate thoroughly before you escalate
Clear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour
Organized and self-directed; you manage a queue without being chased
Calm under pressure and comfortable with ambiguity and context-switching
Available during North American business hours; Pacific or Mountain preferred

Benefits & Perks

Ongoing professional development through training programs, certifications, and peer mentorship
Hybrid work model depending on role, with a Granville Island office and free on-site parking
Flexibility in work hours designed to accommodate appointments and personal responsibilities
Comprehensive health and dental coverage in Canada, plus a health spending account
Paid office closure between Christmas and New Year’s
Regular team culture events, stocked office snacks, and a dog friendly workplace
Performance based bonus opportunities for full-time employees

We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Apply About employer

More about this job

Responsibilities

The Product Support Specialist will manage frontline merchant support through various channels, including triage, troubleshooting, and escalation to engineering. They are also responsible for maintaining the knowledge base, configuring AI support tools, and providing structured product feedback to internal teams.

Requirements

Candidates should have 1–3 years of experience in technical support or customer success, preferably within the SaaS or Shopify ecosystem. Strong troubleshooting skills, clear written communication, and the ability to work independently during North American business hours are required.

Skills

Technical support
Customer success
Shopify
Troubleshooting
Intercom
Linear
Shopify POS
Shopify Flow
SaaS
Communication
Process improvement
Knowledge base management
Incident management
Data analysis

Benefits

Professional development
Training programs
Certifications
Peer mentorship
Hybrid work model
Free on-site parking
Flexible work hours
Health coverage
Dental coverage
Health spending account
Paid office closure
Team culture events
Stocked office snacks
Dog friendly workplace
Performance based bonus

Visa sponsorship

Not detected in the job text

Keywords

Product Support
SaaS
Shopify
Intercom
Linear
Shopify POS
Shopify Flow
Technical Support
Customer Success
Troubleshooting
Knowledge Base
AI Support Agent
Incident Management
Merchant Support
Triage
Process Scaling
Implementation
Inventory Management
Order Management
iOS
Android
Collaborator Access
SLA
Churn Risk
Onboarding

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