Product Support Engineer - Bilingual

On behalf of our client, Procom is looking for Product Support Engineer on the front lines of customer success—diagnosing complex technical issues, guiding deployments, and ensuring our global customers maximize value from their client investment.

Location: On-site – Cornwall, ON
Employment Type: 12 months
Bilingual (English and French)

Responsibilities
Technical Troubleshooting & Support -Resolve Complex Issues: Provide expert technical support and troubleshooting across software, servers, networking, and endpoint management

• Diagnose Root Causes: Investigate customer-reported issues systematically, identifying underlying problems and implementing effective solutions
• Support Cloud Infrastructure: Assist customers with cloud-based deployments, configurations, and integrations
• Manage IT Solutions: Help customers navigate Active Directory, IT management tools, and enterprise-grade infrastructure challenges

-Meet SLA Commitments: Ensure timely resolution of support cases while maintaining high-quality standards and customer satisfaction Customer Success & Enablement -Drive Proactive Support: Anticipate customer needs and resolve potential issues before they impact operations

• Deliver Training: Educate customers on best practices, product features, and optimal configurations for their use cases
• Conduct Product Demonstrations: Showcase product capabilities and guide customers through implementation strategies

-Ensure Customer Satisfaction: Build strong relationships through responsive, knowledgeable, and empathetic support across phone, email, chat, and remote sessions Collaboration & Continuous Improvement -Escalate Strategically: Work closely with internal teams—engineering, product, and senior support—to resolve complex issues and drive product enhancements

• Document Solutions: Create clear, comprehensive documentation that helps customers and internal teams
• Respond to RFIs: Provide technical input for Request for Information responses, demonstrating product capabilities
• Share Knowledge: Contribute to team learning by documenting troubleshooting patterns, solutions, and best practices

-Influence Product Development: Relay customer feedback and feature requests to product teams, helping shape future enhancements Multi-Channel Support Delivery -Be Accessible: Provide support via multiple channels—phone, email, chat, and remote desktop sessions

• Communicate Clearly: Translate technical concepts into language customers understand, regardless of their technical background

-Maintain Responsiveness: Balance multiple concurrent cases while ensuring each customer feels heard and supported Required Qualifications -Experience in technical support, IT management, or customer success roles (experience level commensurate with demonstrated skills)
-Advanced bilingual proficiency in English and French (spoken and written) – both languages mandatory Technical Skills -Strong understanding of software troubleshooting methodologies

• Knowledge of servers, networking fundamentals, and endpoint management
• Familiarity with cloud infrastructure concepts and deployment models
• Experience with Active Directory, IT management solutions, or enterprise software environments
• Ability to learn new technologies quickly and apply knowledge to diverse scenarios
• Comfortable working with logs, error messages, and diagnostic tools
• Problem-Solving Excellence
• -Communication & Customer Focus
• -Collaboration & Adaptability