Technical Support Analyst

About Diversys Software Diversys Software is building smarter, more efficient systems for waste and recycling management. Our purpose-built platform helps organizations track materials, streamline operations, simplify compliance and reporting, and support progress toward a circular economy. We are looking for a curious and detail-oriented Technical Support Analyst to help investigate, test, and resolve technical issues affecting our clients. Reporting to the Director of Customer Experience, this role is an important link between our clients, Support, product, and Engineering. You will help ensure that issues are properly understood, thoroughly investigated, clearly documented, and escalated through the appropriate process. If you're eager to advance your career in technical support or software testing and have a passion for problem-solving, learning how complex software works, and developing expertise in both our solution and the recycling and resource recovery industry, this role could be an excellent opportunity for you. This position is a fully remote permanent full-time position. Candidates must be located within Canada and willing to work 8am-4pm PST or 9am-5pm PST. Key Responsibilities Triage & Intake Monitor and triage client-reported issues in Monday.com and Zendesk, prioritizing them based on severity, SLA commitments, and business impact.Maintain accurate issue status tracking and determine whether issues require further investigation or can be resolved through configuration, documentation, guidance, or existing support processes.Investigation & Testing Investigate, reproduce, and validate reported issues through testing across web and mobile applications, distinguishing defects from configuration issues or user errors before escalating to Engineering.Provide clear documentation, reproduction steps, and supporting evidence for confirmed issues, then retest and verify fixes before communicating resolution to clients.Escalation & Jira Management Create and manage well-documented Jira tickets for confirmed defects, ensuring all escalations include clear reproduction steps, testing details, expected versus actual results, and supporting evidence.Track issues through resolution and collaborate closely with Engineering, QA, and other internal teams to support timely investigation, effective communication, and status visibility.Client Communication Communicate professionally with clients throughout the investigation process, gathering required information through targeted follow-up questions and providing timely updates on issue status and next steps.Translate technical findings into clear, client-friendly language and ensure issues are fully validated, resolved, and communicated before closure.Supporting the Wider Team Document key findings, troubleshooting steps, and recurring issues to support knowledge base improvements, training materials, and self-service resources.Identify trends in customer challenges and provide recommendations to improve support processes, AI support initiatives, documentation, and the overall client experience. What Success Looks Like in the First 90 Days Independently manage and prioritize support investigations while delivering clear communication and strong ownership.Develop expertise in our web and mobile applications by investigating, reproducing, and documenting issues before escalation.Create high-quality Jira tickets, collaborate effectively with clients and internal teams, and continuously expand your product and industry knowledge. Education & Experience Post-secondary diploma or degree with 1-3 years of technical support, software testing, or related experience.Recent graduates with hands-on experience gained through co-ops, internships, work-integrated learning placements, or similar customer or technical support roles are encouraged to apply. Skills & Attributes Curious and analytical, with a passion for understanding how software works and solving complex problems.Strong troubleshooting, testing, and problem-solving skills, with attention to detail and the ability to distinguish defects from user or configuration issues.Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both clients and internal teams.Organized, resourceful, and comfortable managing multiple priorities while taking ownership of assigned work.Eager to learn our platform, client workflows, and the recycling and resource recovery industry.Collaborative team player who works effectively in a distributed environment. Technical Assets Experience with Jira, Zendesk, Monday.com, and Confluence.Familiarity with Web and Mobile application testing.Basic understanding of APIs is an asset. Equal Opportunity & AI Usage Diversys Software is an equal-opportunity employer. We are committed to creating an inclusive and accessible workplace and welcome applications from qualified candidates of all backgrounds. Accommodations are available throughout the recruitment process upon request. We take a human‑led approach to our recruitment process; however, from time to time, AI-supported tools are used to help us. All hiring decisions are made by people.