Product Quality Customer Support Specialist (English version) at Averna in Montréal, QC, Canada

Job description

• 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
• Customers receive timely, accurate, and transparent support—even 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.

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 content—including 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.

Requirements

• 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.
• 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.

Skills

Required

• Strong troubleshooting skills
• Clear written and verbal communication
• Customer-first mindset
• Sound prioritization
• Ownership
• Diplomacy
• Comfort working through ambiguity

Preferred

• Experience with test automation
• CI/CD pipelines
• Issue-tracking systems
• Customer-support platforms
• Ability to travel occasionally

Benefits

• You’ll work at the intersection of customers, product, engineering, and quality—where your work has a direct effect on customer trust and product performance. You’ll 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.