Support Specialist II Hybrid

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977 weve been building an ecosystem of intuitive tools designed for public safety agencies forensic labs court systems schools and other institutions. Through purposeful integrations and a selective growth strategy we focus on improving workflows to help our customers achieve more efficient operations better service and more just outcomes.

Our teams are driven by innovation expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem youll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If youre passionate about making a meaningful difference wed love to hear from you.

The Role

The Support Specialist II Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows serving customers who need both technical resolution and advanced usage optimization.

What Youll Do

Diagnose hardware-related issues and system performance problems

Manage user access permissions across multiple systems

Conduct initial investigation of backend database and logic issues

Coordinate with technical teams while maintaining ticket ownership

Implement complex features for specific customer workflows

Customize solutions combining technical configuration and process optimization

Deliver personalized training on both technical and functional aspects

Create custom documentation covering technical setup and usage best practices

Resolve issues requiring both technical fixes and user education

Analyze problems to determine root cause (technical defect vs. knowledge gap)

Develop solutions that address both system configuration and user adoption

Provide comprehensive support for integration challenges

Document resolutions that include both technical steps and usage guidance

Participate in on-call rotation for after-hours support

Perform other related duties as assigned to support team objectives departmental needs and overall organizational priorities

What Youll Bring

Required Qualifications:

Degree or diploma in Information Technology Computer Science Business or related field (or equivalent industry experience and training)

A minimum of 1-3 years of experience in technical support or business analysis

Intermediate technical skills including SQL and system troubleshooting

Familiarity and experience with software customization and workflow optimization

Ability to handle both technical investigation and user training

Strong analytical skills for complex problem-solving

Excellent communication skills across technical and business contexts

Ability to diagnose and resolve multi-faceted issues

Capability to deliver both technical and educational support

Strong context-switching between different support types

Flexibility to handle diverse customer needs

Asset Qualifications:

Experience in software implementation or consulting

Certifications in both technical and business domains

Knowledge of both ITIL and customer success methodologies

Experience with system integration projects

Project management experience

Note: This position requires security clearances due to the nature of our work with public safety must be legally authorized to work in Canada and must successfully obtain andmaintaina Reliability security clearance from the Government of Canada. Additionally candidates mustcomply withthe FBIs Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive fingerprint-based background check. Please note that specific customer contracts may imposeadditionalsecurity verification requirements. Obtaining andmaintainingall required security clearances is a condition of employment. For more information please visitPublic Services and Procurement Canadafor Reliability clearance details and theFBIs CJIS Security Policy Resource Centerfor CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive consistent and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors such as the successful candidates skills experience education training as well as internal equity market data and business addition to base salary and our comprehensive benefits offering some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people including our qualified acquisition team and our experienced hiring managers.

Versaterm is an equal opportunity employer and is committed to equity diversity inclusion and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information please contact.