Technical Product Specialist

Technical Product Specialist

Electric- ai

Remote, Ottawa, Ontario, Canada

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Non-Negotiable

Location

About the Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

About the Job

We are looking for a Senior Product Support Specialist who operates as a technical anchor for the support team. You're the person who takes on the cases no one else can crack — deep product bugs, cross-system failures, and escalations that need someone who can think clearly under pressure and communicate precisely. Beyond your own case load, you'll raise the floor for everyone around you. You'll mentor junior specialists, build the knowledge infrastructure the team runs on, and serve as the bridge between Support and Engineering when something needs to get fixed at the source. This role requires genuine technical depth, strong independent judgment, and a track record of resolving complex issues in production environments.

Job Overview

• Employment Type:

  Full-Time Independent Contractor

• Department:

  Customer Service/Support

• Job Level:

  Intermediate

Education & Experience

• Years Of Experience:

  3 Years

• Business Model:

  SaaS (Software As A Service)

  Subscription

• Minimum Education Level:

  Bachelors

• Qualification:

  Computer Science, Information Technology Or Equivalent Practical Experience.

Skills

• Tools/Platforms:

• Additional Skills:

  None

• Common Methodologies/Frameworks:

• Additional Skills:

  None

• General Skills:

• Additional Skills:

  None

• Soft Skills:

  Multitasking

  Planning

  Problem Solving

  Analytical Skills

  Attention To Detail

  Communication

  Time Management

  Patience

  Positive Attitude

  Team Collaboration

• Additional Skills:

  None

Requirements

• Technological Requirements:

• Language:

  English

• Location:

  Canada

Responsibilities

• Own the most complex and escalated customer issues end-to-end — from initial investigation through root cause identification, resolution, and documentation.
• Independently investigate intricate technical failures across SaaS and desktop application environments, using tools like Datadog, error logs, and API traces to determine what broke and why.
• Serve as the technical escalation point for Product Support Specialists — reviewing their cases, unblocking investigations, and coaching them on approach.
• Translate complex technical findings into clear, actionable bug reports for Engineering and Product, with enough context that issues can be prioritized and reproduced without additional investigation.
• Proactively identify patterns across cases and surface systemic product issues to Product Management before they become widespread customer problems.
• Contribute to the creation and ongoing maintenance of the team's knowledge base — troubleshooting guides, runbooks, and internal documentation that make the whole team faster.
• Contribute to the expansion of the Product Support team’s technical investigation tool box- helping to identify, rollout, and train the rest of the team on tools to take us to the next level.
• Collaborate cross-functionally with Engineering, Product, CS, and Sales to ensure customer issues are resolved at the right level and customer context informs product decisions.
• Stay ahead of product releases — develop deep familiarity with new features before they ship so the team is ready when customers aren't.

Requirements:

• 3–4+ years in a technical support or product support role at a technology company, with a proven track record of resolving complex, multi-system issues independently.
• Experienced using observability and diagnostic tools — Datadog, Postman, Stack trace or equivalent — to trace issues through application layers and identify root causes at the infrastructure or code level.
• Able to read and interpret error logs, API responses, and system traces without needing Engineering to explain what you're looking at.
• Strong written and verbal communicator — you can write a precise bug report for Engineering and explain the same issue plainly to a non-technical customer.
• Experienced mentoring or coaching junior support team members — you make people around you better without being asked.
• Comfortable operating with significant autonomy — you know how to structure an investigation, when to escalate, and how to keep stakeholders informed without over-communicating.
• Experienced with Jira Service Management or a comparable enterprise ticketing system.

Nice To Have:

• Hands-on experience with MDM platforms (Jamf, Intune, Kandji) or endpoint security tooling — antivirus, VPN, password managers, email security, or security awareness training solutions.
• Experience owning or contributing to internal tooling, process improvement, or cross-functional projects.
• Background in IT support, sysadmin, or DevOps environments where you've dealt with device management, identity, or access control at scale.

Salary & Benefits

• Break:

  Paid

  0

Working Hours

• Monday:

  9 A.M. - 6 P.M.

• Tuesday:

  9 A.M. - 6 P.M.

• Wednesday:

  9 A.M. - 6 P.M.

• Thursday:

  9 A.M. - 6 P.M.

• Friday:

  9 A.M. - 6 P.M.