Job Title

Product Support Technical Specialist Tier 2 Location: Markham, Ontario Salary: Expected base salary range $60,000 $70,000 CAD, depending on experience and qualifications. Role Type: Backfill Role Responsibilities Own the investigation and resolution of Tier 2 escalated technical issues, including: Complex software defects Database-related issues Networking and server environments Permissions, integrations, and installations Perform advanced SQL scripting, query development, data validation, and corrections Analyze system logs and trace software behavior to determine root cause Provide technical escalation support for Tier 1 Partner closely with Product, Engineering, and Implementation teams to resolve systemic issues Document findings, known issues, workarounds, and permanent fixes Proactively identify recurring issues and process improvements Deliver calm, professional client communication during critical incidents Contribute to software testing, quality audits, and release validation Participate in and help strengthen the after-hours escalation rotation Model best practices in troubleshooting, ownership, and customer advocacy Provide after-hours on-call support on a rotating basis Qualifications 35+ years of experience in a Tier 2 or advanced technical support role Strong working knowledge of SQL, relational databases, and data structures Networking environments (Citrix, Terminal Services, virtual servers) Windows11 and Windows Server operating systems Proven success handling highseverity escalations and complex defect scenarios Advanced diagnostic, analytical, and rootcause analysis skills Excellent written and verbal communication with both technical and nontechnical audiences Ability to prioritize effectively in a fastpaced, highaccountability environment Strong documentation habits and attention to detail A mindset of ownership, learning, and continuous improvement Nice-to-Have Assets Experience with ProvideX programming or similar programming languages Background supporting accountingbased, hospitality, or club management software Exposure to golf club, hospitality, or private club operations Computer Science or Networking education/certification Business Unit Jonas Club Work Schedule 37.5 hours per week Position Status Open 1 opening available Worker Type: Regular #J-18808-Ljbffr