[Hiring] Product Support Specialist @BiblioCommons

Role Description

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.

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).

Qualifications

• 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; ability to 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; 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.

Benefits

• 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

Regular

Number of Openings Available

1