Customer Success and Solutions Specialist, Software

Giatec Scientific Inc. • Ottawa, ON

43d • CA$55,000 - CA$95,000 • Hybrid

About The Position

Giatec Scientific Inc. is seeking a technically curious, customer-oriented Customer Success and Solutions Specialist to strengthen the software side of our customer-facing operations. This is not a developer or full-stack engineering role. It is a high-impact position at the intersection of customer success, software troubleshooting, and AI-driven problem solving, with direct visibility into how the software platforms of Giatec are adopted, supported, and improved. The ideal candidate brings a background in computer science, software engineering, or a related technical discipline, paired with a strong customer service mindset. You will own Tier II software troubleshooting for our customers, partner closely with the Software, Product, and Engineering teams to drive timely resolution and product improvements, and act as the technical voice of the customer inside Giatec. Giatec operates with an AI-first mindset. You will be expected to leverage AI as a core part of how this work gets done, from triage and case analysis through to the rollout and improvement of AI-powered features inside the platform.

Requirements

• Three to five years of professional experience in a customer-facing technical role. Relevant backgrounds include technical support, customer success engineering, software customer support, technical account management, or solutions engineering.
• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline. Equivalent professional experience will be considered.
• Comfortable troubleshooting software issues end to end, including reading logs, navigating APIs, querying data, identifying root causes, and documenting reproduction steps. This role does not require writing production code, but it does require technical fluency to investigate complex problems.
• Practitioner-level comfort with AI tools, including large language models, AI copilots, and prompt-engineered workflows, with a working understanding of how AI features behave in production.
• A strong customer service and advocacy mindset, with the demonstrated ability to build trust and credibility with technical stakeholders.
• Proficiency with CRM systems (Salesforce preferred) and modern collaboration tools such as Microsoft Teams, Outlook, and Excel.
• Excellent verbal and written communication skills in English. Additional languages are a strong asset.
• Must be authorized to travel to the United States as a condition of employment. This is a non-negotiable requirement of the role.

Nice To Haves

• Hands-on experience working with or alongside AI products, including LLM-based features, retrieval-augmented generation (RAG), AI evaluation, or AI-driven workflow automation.
• Basic understanding of coding, with Python preferred, sufficient to read scripts, write small queries or utilities, and reason about software behavior. Production development experience is not required.
• Experience in the construction industry, the ready mix concrete sector, manufacturing, or industrial software.
• Familiarity with IoT data pipelines, sensor-based platforms, or telemetry systems.
• A proven track record of contributing to product improvement initiatives based on customer insight.
• Bilingual in Spanish and English is a strong asset.

Responsibilities

• Own Tier II troubleshooting for software-related cases escalated from the front-line support team, including issues involving MixPilot, integrations, and data accuracy.
• Reproduce, isolate, and document complex issues with the clarity and structure that the Software and Engineering teams need to act on them quickly.
• Maintain accurate, timely records of all customer interactions and case progression in Salesforce.
• Serve as the technical liaison between customers and the internal Software, Product, and Engineering teams, ensuring that customer issues are understood, prioritized, and progressed without losing momentum.
• Track open issues from triage through resolution, holding internal stakeholders accountable to commitments and keeping customers informed throughout.
• Document confirmed issues and bugs in JIRA with clear reproduction steps, business impact, and supporting evidence, so that the Software and Engineering teams can act on them effectively.
• Leverage AI tools, including large language models, AI copilots, and prompt-engineered workflows, to accelerate triage, draft customer responses, summarize case patterns, and surface insights from support data.
• Contribute to the rollout and ongoing improvement of customer-facing AI features such as the Sandy chatbot, AI-drafted estimates, and other intelligent workflows within the Giatec platform.
• Help identify opportunities where AI can reduce repetitive workload across the Customer and Engineering Success team.
• Build and maintain trusted relationships with technical users at customer accounts, including IT administrators, data managers, and operations technology leads.
• Deliver tailored training sessions, both remote and on-site, to ensure technical users can independently leverage the software platforms of Giatec.
• Systematically synthesize customer feedback, feature requests, and friction points, and channel them to the Product team through structured processes.
• Act as a conduit across the broader Customer and Engineering Success team, the Sales team, the Product team, and the Engineering team, carrying customer context inward and progress outward so that nothing falls between functions.
• Partner with the Software, Product, and Engineering teams to advance customer commitments without compromising release quality.
• Conduct on-site visits across the United States and Canada when high-priority customer engagements require it.

Benefits

• Competitive compensation
• flexible health benefits
• a matching retirement savings program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level