Build deep product knowledge across OnePlan products
Troubleshoot technical issues, identify root causes, and develop clear solutions or workarounds
Support customers and partners directly via chat, email, or video—offering expert guidance and actionable solutions
Create and maintain knowledgebase articles, FAQs, and support documentation
Reproduce issues, file detailed bug reports, and collaborate with engineering to resolve them
Assist in developing tools and resources that make technical support more efficient
Serve as a key point of escalation for technical issues during implementations
Collaborate with internal teams to ensure a smooth handoff from project delivery to ongoing support
Provide technical guidance and product training to clients and internal stakeholders
Track and report on technical support progress and contribute to continuous improvement
Participate in testing to ensure product enhancements function as intended
Support clients through go-live and adoption phases, ensuring a smooth transition and high satisfaction.

1-2 years in a professional services, support, or customer-facing technical role
Hands-on experience implementing or supporting enterprise software applications
Strong technical aptitude with a willingness to dive deep and continually learn
Excellent communication and interpersonal skills, especially with non-technical users
Experience working with development teams and ticketing systems (JIRA, ADO, etc.)
Familiarity with Microsoft 365, Azure apps and services, and the Power Platform
Comfortable working in cloud environments and testing web/mobile applications
Strong analytical mindset with a passion for problem-solving.
Bonus Points:
Experience with Power Apps (Canvas apps, Portals, Chatbots, AI Builder)
Certifications like PL-200, MB-210, or related Microsoft credentials
Exposure to Agile project processes (User Stories, Bugs, Features)
QA background or experience with software testing and validation
Knowledge of DevOps projects and tools like Azure DevOps or JIRA
Development experience in object-oriented languages or SQL

We’re a remote-first company with team members across the USA, Canada, UK, and India!
OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023.
We’ve been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
We offer comprehensive health, dental, and vision benefits, with additional insurance options.
Employer RRSP and 401K matching programs.
A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!

Product Specialist

Key skills