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Markham, Ontario, Canada
Hybrid
Product Support Technical Specialist
Club Division
Markham, Ontario (Hybrid in office every Tuesday and Thursday)
Compensation & Role Details:
Expected Salary Range: The expected base salary range for this role is between $60,000 - $70,000 CAD, depending on experience and qualifications
Role Type: Backfill Role
AI Disclosure: AI may be used during the hiring process.
THE COMPANY
Gary Jonas Computing Ltd was established in September 1990 with a mandate to be a client-oriented and technology-driven software application company with industry-related professionals. Jonas Software is the leading provider of enterprise management software solutions to the Private and Semi-private Club, Foodservices, Construction, Metal Service Centers, Moving & Storage and Attractions & Leisure, Fitness & Sports industries. Within these independent vertical markets, Jonas boasts 12 distinct brands, all of which are respected and longstanding leaders within their own domain.
Jonas is a member of the Constellation family of companies. Constellation companies are leading developers of technology solutions for vertical markets in North America, Europe and Australia. CSI was winner of the prestigious “Canada’s 50 Best Managed Companies” award 2005 and in May 2006 became a publicly traded company on the Toronto Stock Exchange (ticker CSU). CSI group employees have the opportunity to move throughout the group, developing specialized skills and experience.
Jonas’ vision is to be the branded global leader across the aforementioned seven vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 8000 customers worldwide in 15 countries. Jonas employs hundreds of skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices in the United States, the United Kingdom, and the Caribbean. With the talents of Jonas employees spanning the globe, Jonas is proud to avail cost-effective training and consulting services to our entire client base.
THE POSITION
We are seeking a Product Support Technical Specialist (Tier 2) to join our Club Software Support Team. This is a pivotal role for a technically strong support professional who thrives in complex environments, excels at root-cause analysis, and takes ownership of high-impact client issues.
You will act as a technical escalation point for Tier 1, a key partner to Engineering and Product, and a hands-on contributor to system reliability and customer retention.
RESPONSIBILITIES
Reporting to the Technical Product Support Team Lead, you will:
Own the investigation and resolution of Tier 2 escalated technical issues, including:
Complex software defects
Database-related issues
Networking and server environments
Permissions, integrations, and installations
Perform advanced SQL scripting, query development, data validation, and corrections
Analyze system logs and trace software behavior to determine root cause
Serve as a technical escalation resource for Tier 1 Support
Partner closely with Product, Engineering, and Implementation teams to resolve systemic issues
Document findings, known issues, workarounds, and permanent fixes
Proactively identify recurring issues and process improvements
Deliver calm, professional client communication during critical incidents
Contribute to software testing, quality audits, and release validation
Participate in and help strengthen the after-hours escalation rotation
Role-model best practices in technical troubleshooting, ownership, and customer advocacy
Provide after-hours on-call support on a rotating basis
QUALIFICATIONS
3-5+ years of experience in a Tier 2 or advanced technical support role
Strong working knowledge of:
SQL, relational databases, and data structures
Networking environments (Citrix, Terminal Services, virtual servers)
Windows 11 and Windows Server operating systems
Proven success handling high-severity escalations and complex defect scenarios
Advanced diagnostic, analytical, and root-cause analysis skills
Excellent written and verbal communication with both technical and non-technical audiences
Ability to prioritize effectively in a fast-paced, high-accountability environment
Strong documentation habits and attention to detail
A mindset of ownership, learning, and continuous improvement
Nice-to-Have Assets
Experience with ProvideX programming or similar programming languages
Background supporting accounting-based, hospitality, or club management software
Exposure to golf club, hospitality, or private club operations
Computer Science or Networking education/certification
Why Join Jonas?
Be part of a stable, publicly traded global software organization
Work on mission-critical platforms that power private clubs and hospitality brands worldwide
Play a direct role in customer experience, platform stability, and product quality
Partner with deeply experienced engineering, product, and support leadership teams
Build a long-term career within Constellation Software’s global portfolio
Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.
Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.
Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.
Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.
