Product Support Engineer

Product Enablement & Support SpecialistWe are seeking a motivated and detail-oriented Product Support Engineer. This role combines software support engineering, product expertise, and platform enablement. In this position, you will serve as a support layer for our platform, focused on accelerating issue resolution, empowering internal teams, and enhancing the implementation partner experience. The role requires strong technical skills, a support-oriented mindset, and a proactive approach to building scalable knowledge and training resources. Externally, we're using Product Support Engineer because it clearly reflects the technical troubleshooting, investigation, and product support responsibilities at the core of this position. Internally, this role is known as Product Enablement & Support Specialist, reflecting its broader responsibility for enabling our teams and implementation partners through training, documentation, and product knowledge.Responsibilities:Product Training & Enablement:Work with the Documentation team to develop and deliver training sessions, webinars, and documentation for Professional Services, Sales teams, and internal stakeholders.Create user guides, FAQs, video tutorials, and other educational materials.Ensure onboarding programs are in place to help internal teams and employees adopt new platform features.Internal Technical Support & Escalation:Serve as the front-line technical contact for escalated product issues from Professional Services, Sales Engineering, Customer Support teams, and, in some cases, end customers.Reproduce, triage, and debug complex platform-level issues using logs, code inspection, configuration analysis, and database queries.Partner with Platform and Product Engineering teams to identify root causes, validate fixes, and track escalation SLAs.Track and analyze support tickets to identify recurring issues and opportunities for product improvement.Product Knowledge & Communication:Serve as a product expert by staying up to date on new features, updates, and best practices.Capture recurring issues and inefficiencies to recommend feature improvements and documentation enhancements.Assist Product Management in validating documentation, prototypes, and release readiness from an implementation partner perspective.Process & Documentation Improvement:Ensure detailed issue resolution notes and root causes are documented in internal systems to build long-term institutional knowledge.Maintain version-specific guidance for platform tools and configurations, particularly regarding backward compatibility.Help enforce knowledge management standards within the support ecosystem.Assist in developing self-service solutions to reduce the volume of support inquiries.Requirements:Bachelor's degree in Computer Science, Software Engineering, or a related technical field.3+ years of experience in technical support engineering, QA automation, system implementation, or platform training.Familiarity with REST APIs, XML/JSON, basic SQL, and platform configuration practices.Experience with support systems (e.g., Jira Service Management), documentation tools, and knowledge base platforms.Comfortable reading code (Java preferred), inspecting logs, and performing root cause analysis on software issues.Strong understanding of product life cycles and go-to-market strategies.Excellent written and verbal communication and presentation skills.Experience working cross-functionally with Product, Sales, Marketing, and Customer Success teams.Experience troubleshooting software or other technical products.Analytical mindset with the ability to assess metrics and derive actionable insights.Highly organized, with a proactive approach to problem-solving and stakeholder management.Ability to manage multiple tasks and deadlines efficiently.Ability to implement and adhere to Knowledge Management standards and methodologies.Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.Preferred Skills:Familiarity with access control frameworks and data protection best practices in justice or government-sector software environments.Prior experience supporting configurable platforms (e.g., Salesforce, ServiceNow, or other low-code platforms).Exposure to professional services delivery models and/or experience working directly with implementation partners.Experience working in environments that manage regulated data and sensitive user access, such as court systems or government agencies.Ability to clearly communicate technical concepts and details to non-technical audiences.The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position.Why Journal Technologies?Visit for more information, but highlights include:Competitive compensationQuality medical, dental and vision coverage.Competitive paid time off as well as paid holiday time.401(k) retirement (US) and GRRSP (CDN) programs.Annual professional development funds - $1,500 USD annual per employee.Book subscriptions with an extensive library in each office for personal and professional growth.Flexible working hours which you can coordinate with your supervisor.Ability for employees to work from a remote location (e.g., home) or office.Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other issues important to the employees.Travel opportunities between Journal Technology offices and with clients.We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people. Journal Technologies