Customer Success and Solutions Specialist, Software
Hybrid · Ottawa, Ontario, Canada
Job Summary
Tier II software troubleshooting for MixPilot, SmartMix, and integrations; act as the technical liaison between customers and the Software, Product, and Engineering teams; leverage AI tools to accelerate triage, draft customer responses, summarize case patterns, and surface insights; document confirmed issues and bugs in JIRA with clear reproduction steps; maintain records in Salesforce; deliver tailored training sessions remote and on-site to technical users; synthesize customer feedback and channel to Product; collaborate across Customer and Engineering Success, Sales, and Product; conduct on-site visits across the United States and Canada when high-priority engagements require it.
Required Qualifications
- Three to five years of professional experience in a customer-facing technical role
- Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline
- Equivalient professional experience considered
- Comfortable troubleshooting software issues end to end
- Technical fluency to investigate complex problems
- Practitioner-level comfort with AI tools
- Strong customer service and advocacy mindset
- Proficiency with CRM systems (Salesforce preferred) and modern collaboration tools
- Excellent verbal and written communication skills in English
- Authorization to travel to the United States immediately upon hire without visa sponsorship
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