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Compensation & Role DetailsExpected Salary Range: The expected base salary range for this role is between $60,000 - $70,000 CAD, depending on experience and qualifications.Role Type: Backfill Role. AI Disclosure: AI may be used during the hiring process.Job DescriptionProduct Support Technical SpecialistClub DivisionMarkham, OntarioThe CompanyGary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain. Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious Canadas 50 Best Managed Companies award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience. Jonas vision is to be the branded global leader across the aforementioned seven vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life and as an ambassador for technology, product innovation, quality, and customer service. Jonas Software is the valued technology partner of over 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base.THE POSITIONWe are seeking a Product Support Technical Specialist (Tier 2) to join our Club Software Support Team. This is a pivotal role for a technically strong support professional who thrives in complex environments, excels at root-cause analysis, and takes ownership of high-impact client issues.You will act as a technical escalation point for Tier 1, a key partner to Engineering and Product, and a hands-on contributor to system reliability and customer retention.ResponsibilitiesOwn the investigation and resolution of Tier 2 escalated technical issues, including:Complex software defectsDatabase-related issuesNetworking and server environmentsPermissions, integrations, and installationsPerform advanced SQL scripting, query development, data validation, and correctionsAnalyze system logs and trace software behavior to determine root causeServe as a technical escalation resource for Tier 1 SupportPartner closely with Product, Engineering, and Implementation teams to resolve systemic issuesDocument findings, known issues, workarounds, and permanent fixesProactively identify recurring issues and process improvementsDeliver calm, professional client communication during critical incidentsContribute to software testing, quality audits, and release validationParticipate in and help strengthen the after-hours escalation rotationRole-model best practices in technical troubleshooting, ownership, and customer advocacyProvide after-hours on-call support on a rotating basisQualifications3-5+ years of experience in a Tier 2 or advanced technical support roleStrong working knowledge of: SQL, relational databases, and data structures Networking environments (Citrix, Terminal Services, virtual servers) Windows 11 and Windows Server operating systems Proven success handling high-severity escalations and complex defect scenarios Advanced diagnostic, analytical, and root-cause analysis skills Excellent written and verbal communication with both technical and non-technical audiences Ability to prioritize effectively in a fast-paced, high-accountability environment Strong documentation habits and attention to detail A mindset of ownership, learning, and continuous improvementNice-to-Have AssetsExperience with ProvideX programming or similar programming languagesBackground supporting accounting-based, hospitality, or club management softwareExposure to golf club, hospitality, or private club operationsComputer Science or Networking education/certificationWhy Join Jonas?Be part of a stable, publicly traded global software organizationWork on mission-critical platforms that power private clubs and hospitality brands worldwidePlay a direct role in customer experience, platform stability, and product qualityPartner with deeply experienced engineering, product, and support leadership teamsBuild a long-term career within Constellation Softwares global portfolioBusiness Unit: Jonas ClubScheduled Weekly Hours: 37.5Number of Openings Available: 1Worker Type: RegularMore About Jonas SoftwareJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of Software for Life. We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. Were a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index. #J-18808-Ljbffr