Product Support Specialist

BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. In the role of Product Support Specialist, you will work directly with library staff, providing high-touch support to enhance patron experiences, while advocating for customer needs across the organization.

Responsibilities

• 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)

Skills

• Previous library experience, especially in technical services, ILS admin, IT, or web services
• Experience working with library vendors, SaaS platforms, or complex technical products
• 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
• 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
• Knowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferred
• Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc
• Familiarity with BiblioCommons products and services

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

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