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.ResponsibilitiesTriage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader teamCollaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer baseTroubleshoot and reproduce issues, documenting them clearly for Product and Engineering teamsProvide guidance on best practices and help customers use our tools creatively and effectivelyCommunicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systemsWork closely with Customer Success, Product Managers, Developers, and QA to prioritize and resolve customer issuesContribute to internal knowledge‑sharing through documentation, collaboration, and staying current with support best practicesCreate new internal documentation, particularly for emerging features and productsSupport ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projectsParticipate in our Emergency On-Call rotation (with on‑call compensation)SkillsPrevious library experience, especially in technical services, ILS admin, IT, or web servicesExperience working with library vendors, SaaS platforms, or complex technical productsA strong customer service mindset and the ability to set clear expectations with confidence and empathyCuriosity and a love for problem‑solving across both technical and non‑technical contextsOutstanding written and verbal communication skillsEmpathy and a customer‑first perspective, coupled with the ability to navigate internal stakeholders to reach the right solutionExcellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues when neededEagerness to close tickets and manage your ticket backlogA passion for learning new technologies - you don't need to write code but understanding how things work excites youBig‑picture thinking - you anticipate potential issues and guide customers toward more stable, scalable workflowsExperience using tools like Zendesk, Jira, TestRail, or similar platformsKnowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferredProficiency in library cataloging processes such as mapping, familiarity with MARC, etcFamiliarity with BiblioCommons products and servicesBenefitsCompany-wide bonus planGenerous health benefits packageFlexible working hoursAn extra day off on your birthdaySupport through peer mentoring, career development plans, and tuition reimbursement opportunitiesAn opportunity for professional growth where great work is recognized and rewardedA chance to put your experience to work to serve and support libraries worldwideThe option to work remotely within Canada or from our satellite office space in TorontoCompany OverviewBiblioCommons's vision is a global, digital, civic-space built around books and media. We partner with public libraries to make it happen. It was founded in 2006, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is http://www.bibliocommons.com.



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