Product Support Specialist
Product Support Specialist
Posted on :
06-05-2025
Employer Active
1 Vacancy
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Job Description
Patsnap is an AIpowered SaaS platform that transforms the way global businesses innovate and collaborate across IP and R&D teams. Our connected innovation intelligence product suite helps 12000 customers worldwide bring new inventions to market faster. Our $300M Series E funding round brings our valuation to a $1 billion unicorn status and we still have a remarkable amount of growth ahead.
This is a hybrid position in our Toronto office with the expectation that you work from the Patsnap office 1 day per week.
Role Summary
Patsnap is looking to hire a Product Support Specialist to join our Product Support (Life Sciences) team. This position reports to the Manager Product Support and is responsible for engaging with our clients to help solve their technical questions issues and concerns. The Product Support Specialist is considered the bastion of product knowledge within the organisation and shall educate our clients answer questions and troubleshoot any related problems about the Patsnap platform products and services which includes our full suite of services including our Life Science products.
Here at Patsnap we place high importance on customer satisfaction and are very proud of our industryleading customer satisfaction scores. This role is about ensuring that our customers are truly cared for through a combination of empathy and advocation. A successful candidate is expected to maintain a professional courteous and customersuccessfocused attitude at all times.
What Youll Be Doing:
- Answer questions based on a Ticketing system (Zendesk) in a timely manner aligned with OKR requirements.
- Create and manage technical learning documentation for all product modules.
- Create and manage technical documentation for the Life Science platforms.
- Become a product champion with absolute knowledge of the Patsnap tools.
- Proactively collect analyse and share customer feedback with colleagues in the sales team and with the product development team.
- Continuously build and maintain high levels of specialization in the IP and patent intelligence market.
About You:
- 2 years in a customerfacing role.
- Life Sciences (Biology Chemistry BSc) education background or industry knowledge is required.
- Knowledge of API and SSO is not required but would be beneficial.
- A dedication to problemsolving.
- Great at answering questions with a customercentric approach.
- A passion for educating explaining and demystifying complex topics.
- An agile mindset which can handle curveball questions and quickly changing scenarios.
- Comfortable with thinking on the spot when dealing with urgent requests.
- A willingness to receive and implement feedback and continually grow.
What Youll Love:
- Five weeks of paid vacation five sick days
- One additional vacation day per year of service up to a maximum of 5 additional days
- Two companypaid community volunteering days
- Health and dental benefits for you and your dependents from day one
- RRSP matching
- Hybrid work environment WFH stipend for your home office setup
- Paid parental leave policy
- A 24/7 employee assistance program which provides access to virtual healthcare therapy financial and legal assistance wellness counselling and resources for family support
Our Values:
- Integrity: We hold each other accountable for our actions
- Leadership: We lead by example and inspire each other to reach for new heights
- Openness: We are open and honest and share our ideas with care and consideration
- Growth: We are lifelong learners who aspire to improve each day
- Innovation: We seek out new ways to solve problems
- Customer: Our customer is at the center of everything we do. Their success is our success
Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race religion national origin citizenship sex gender identity or expression sexual orientation pregnancy age or marital veteran/military or disability status or any other protected status in accordance with federal provincial/state or local laws.
Even if you dont meet 100% of the above qualifications we encourage you to apply and tell us why youd be a great fit for this role! If you require any accommodations during the interview process please email us at so we can best support you.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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