Product Support Specialist
Job Summary:
About Us: BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. Our team is passionate about making public libraries accessible, delightful, and engaging, while having fun at the same time. A lot of companies tout 'social impact', here at BiblioCommons we serve millions of diverse users each month by partnering with public libraries in Canada, the US, and New Zealand. Libraries are more than just book stacks. They are public spaces that foster learning, connection and community, and BiblioCommons is bringing that community online with clever software that powers the world’s largest libraries. How You'll Make an Impact: In this role, you’ll work directly with public library staff who use our suite of products to enhance their patrons’ experience. You’ll report to our Manager of Customer Support and provide a thoughtful, high-touch support experience that helps customers navigate, configure, and troubleshoot our products. Internally, you’ll act as the voice of the customer, advocating and ensuring that customer needs are understood across the organization.Job Description:
What a Typical Day Looks Like
Triage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader team.
Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer base.
Troubleshoot and reproduce issues, documenting them clearly for Product and Engineering teams.
Provide guidance on best practices and help customers use our tools creatively and effectively.
Communicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systems.
Work closely with Customer Success, Product Managers, Developers, and QA to prioritize and resolve customer issues.
Contribute to internal knowledge‑sharing through documentation, collaboration, and staying current with support best practices.
Create new internal documentation, particularly for emerging features and products.
Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projects.
Participate in our Emergency On-Call rotation (with on‑call compensation).
What You’ll Bring
Previous library experience, especially in technical services, ILS admin, IT, or web services.
Experience working with library vendors, SaaS platforms, or complex technical products. Knowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferred.
Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc.
A strong customer service mindset and the ability to set clear expectations with confidence and empathy.
Curiosity and a love for problem‑solving across both technical and non‑technical contexts.
Outstanding written and verbal communication skills. You can translate technical concepts into clear, engaging language.
Empathy and a customer‑first perspective, coupled with the ability to navigate internal stakeholders to reach the right solution.
Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues when needed.
Eagerness to close tickets and manage your ticket backlog.
A passion for learning new technologies - you don’t need to write code but understanding how things work excites you.
Big‑picture thinking - you anticipate potential issues and guide customers toward more stable, scalable workflows.
Experience using tools like Zendesk, Jira, TestRail, or similar platforms.
Familiarity with BiblioCommons products and services.
Perks
A competitive salary, plus benefits
Company-wide bonus plan
Generous health benefits package
Flexible working hours
An extra day off on your birthday
Support through peer mentoring, career development plans, and tuition reimbursement opportunities
An opportunity for professional growth where great work is recognized and rewarded
A chance to put your experience to work to serve and support libraries worldwide
The option to work remotely within Canada or from our satellite office space in Toronto
Salary Range: $55,000 to $70,000, base salary will be commensurate with experience.
Worker Type:
RegularNumber of Openings Available:
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