Product Quality Customer Support Specialist (English version)

The Product Quality & Customer Support Specialist in a few words 

We are looking for a technically curious customer-focused specialist to strengthen both product quality and the customer experience. You will work with the product management and product development team to develop maintain and execute the product quality strategy. The quality experience linked to each product release will give you in-depth knowledge that will be applicable when working with customers. You will own technical support cases from initial diagnosis through resolution represent the voice of the customer to the product team and help improve how our products are tested released documented and supported.

This role is ideal for someone who enjoys solving complex problems communicating clearly with customers and preventing recurring issues - not just closing tickets

Key Responsibilities

• Partner with product development and engineering to reproduce defects establish root cause validate fixes and communicate outcomes to customers.
• Plan Develop Maintain and Execute functional regression integration and release-validation activities based on product risk and customer use cases.
• Define and maintain test cases and contribute to scalable test automation test data and quality infrastructure.
• Own customer issues end to end: respond promptly clarify impact and urgency troubleshoot effectively provide regular updates and drive each case to a clear resolution.
• Diagnose technical problems using logs application data databases configuration details and reproducible test scenarios.
• Translate customer feedback and recurring support trends into actionable product usability documentation and process improvements.
• Build practical support contentincluding knowledge-base articles FAQs troubleshooting guides known-issue notes and internal playbooks.
• Track service and quality indicators identify patterns and recommend improvements to support responsiveness and product-release confidence.
• Develop deep product expertise and share it through coaching demonstrations and cross-functional collaboration.

What success looks like

• Customers receive timely accurate and transparent supporteven when the underlying issue is complex.
• Defects are reproducible clearly documented prioritized by impact and verified before closure.
• Recurring issues decline because root causes documentation gaps and process weaknesses are addressed.
• Release decisions are supported by clear validation evidence risk assessment and quality metrics.
• Customer insights consistently influence product priorities and improvements.

Qualifications :

The ideal candidate in a few words

Required 

• A degree or diploma in computer science software electrical engineering or a related technical field or equivalent practical experience.
• Strong troubleshooting skills and the ability to move logically from symptoms to evidence root cause workaround and resolution.
• 1 to 3 years experience working with web or enterprise applications databases and SQL logs networking fundamentals APIs and common software deployment concepts.
• Working knowledge of test design defect lifecycle regression testing and agile product-development practices.
• Clear written and verbal communication with the judgment to adapt technical detail for customers engineers and leaders.
• A customer-first mindset sound prioritization ownership diplomacy and comfort working through ambiguity.
• Professional fluency in English and French.

Preferred

• Experience with test automation CI/CD pipelines issue-tracking systems or customer-support platforms.
• Experience supporting enterprise software deployments or products used in manufacturing test or industrial environments.
• Familiarity with quality metrics release-readiness criteria and continuous-improvement methods.
• Ability to travel occasionally to customer or company sites.

Why join us

Youll work at the intersection of customers product engineering and qualitywhere your work has a direct effect on customer trust and product performance. Youll have the opportunity to develop broad product expertise influence how quality is built into our delivery process and help shape a responsive learning-oriented support culture.

Additional Information :

Whats in It for You

• A dynamic work environment within a high-tech multinational company.
• Competitive benefits package and competitive total compensation #LI-HYBRID
• An additional day off for your birthday
• Flex days paid between Christmas and New years 
• Significant discount on your Montreal transit pass 
• Be part of a company that puts ESG at the heart of its mission for people planet and performance. 

Averna is committed to employment equity and to encouraging diversity and inclusion. We are pleased to consider all qualified applicants for employment regardless of race color religion sexual orientation gender national origin age disability veteran status or any other legally protected status. 

Remote Work :

No

Employment Type :

Full-time