Software Application Support Specialist (CAD)

TL;DR

Software Application Support Specialist (CAD): Provide front-line technical support for public safety software applications with an accent on troubleshooting issues, client guidance, and collaboration with development teams. Focus on diagnosing software problems across Windows, macOS, mobile apps, resolving bugs, and adopting AI tools for productivity.

Location: Ottawa, Ontario, Canada. Must be legally authorized to work in Canada, obtain and maintain Reliability security clearance from Government of Canada, and comply with FBI CJIS Security Policy including fingerprint-based background check.

Company

Global public safety solutions company since 1977, building intuitive tools for agencies, forensic labs, courts, schools, and institutions to improve workflows and operations.

What you will do

• Provide front-line technical support via phone, email, or chat for prompt issue resolution
• Troubleshoot and diagnose software problems, document solutions
• Collaborate with development and QA teams to resolve bugs and escalate issues
• Assist clients with software usage through training and guidance
• Maintain records of interactions and resolutions in CRM system
• Participate in 24/7 on-call rotation for emergency support
• Adopt AI tools in daily workflows for productivity and learning

Requirements

• Bachelor’s degree in computer science, IT, or related field (or equivalent experience)
• 2-3 years experience in software support or development environment
• Strong problem-solving skills
• Excellent communication to explain technical concepts to non-technical users
• Proficiency in troubleshooting Windows, macOS, web browsers, iOS, and Android apps
• Legally authorized to work in Canada with ability to obtain required security clearances

Nice to have

• Experience with CRM systems and support ticketing software
• Bilingualism in English and French

Culture & Benefits

• Comprehensive benefits offering
• Potential for variable compensation like incentives or bonuses
• Commitment to equity, diversity, inclusion, and barrier-free workplace
• Accommodations available throughout recruitment and employment