Software Support Specialist

Location: Remote (Ontario Preferred)

Company: Xpance Inc, (Brainworks Software)

About the Role

We’re looking for a Software Support Specialist to join our team and support our proprietary software platform used by media and production organizations.

This role blends technical troubleshooting, client communication, and system understanding. You’ll work directly with users to resolve issues, guide them through workflows, and ensure a smooth day-to-day experience with the product.

If you enjoy solving problems, thinking critically, and being the person who figures things out when others can’t, you’ll do well here.

What You’ll Do

• Respond to support requests through our ticketing system (Zendesk)
• Troubleshoot issues related to:
  • Web-based software platform
  • Workflow automation and processing tools
  • File handling and delivery (FTP/SFTP)
  • System integrations and data flow
• Communicate directly with clients to diagnose and resolve issues
• Escalate complex issues to development with clear documentation
• Reproduce bugs and validate fixes
• Support onboarding efforts and assist users during implementation
• Monitor system performance and flag potential issues proactively
• Maintain and contribute to internal support documentation

What You Bring

• 2+ years in a software or technical support role
• Strong troubleshooting and problem-solving skills
• Experience with:
  • Web applications
  • Basic integrations (APIs, file transfers, etc.)
• Clear communication skills with both technical and non-technical users
• Strong organizational skills and attention to detail
• Comfortable working in tools like Zendesk, Jira, Slack, or similar

Bonus Points

• Experience in media, publishing, or production environments
• Familiarity with HTML5-based tools or proofing platforms
• Basic SQL or database knowledge
• Exposure to cloud environments (Azure or similar)

What Success Looks Like

• Issues are resolved quickly and documented clearly
• Clients feel supported and confident using the platform
• Escalations are well-structured and actionable
• You become a reliable go-to for troubleshooting complex issues

Why Join Us

• Work on a widely used platform with established clients
• Be part of a team that builds and supports its own product
• Opportunity to grow into technical, product, or implementation roles
• Fast-paced environment with meaningful, hands-on work
• Competitive wages
• Group Insurance Plan

How to Apply

Submit your resume along with a brief summary of your experience in software support or troubleshooting on this platform or send directly to jharrington@xpance.com

Pay: $45,000.00-$53,000.00 per year

Benefits

• Casual dress
• Extended health care
• Paid time off
• Vision care
• Work from home

Work Location: Remote