Product Support Engineer - Bilingual | Ingénieur·e de soutien produit - Bilingue

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., 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

Do you have experience in User training (technical support)?, 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