Job Summary: Position: Application Support Analyst Job Profile: Customer Care Analyst / Support / Agent Location: Remote, Canada, Ontario Compensation Range Maximum Rate: $80,000 Minimum Rate: $70,000 Current Vacancy: Yes This Job Posting is for a current vacancy within our organization. AI tools will not be used at any stage of the screening, assessing or selection process. Should you be interviewed for this role, you will be notified within 45 days of the status of your application. Job Description: Who We Are Trapeze Software Inc is part of Modaxo’s transit portfolio, and an operating group of Constellation Software Inc. We design and deploy best-in class technologies like enterprise asset management, workforce management, mobility solutions, and more for public transportation agencies. Our technology helps our customers find new ways to increase ridership, improve passenger experience, and achieve operational excellence. At Trapeze, we strive to ensure our employees succeed in all aspects of their career. Our culture provides individuals with ability and opportunity to collaborate, learn and grow. We will provide you with the resources, responsibilities, guidance, and freedom needed to be successful. Building strong and long-lasting relationships are a vital component to working with us. Join our team and be on the way to a rewarding and fulfilling career! RESPONSIBILITIES - Direct one on one telephone, email and on-line support of our customers - Creation of development “bug” reports, working with development to ensure items are completed and properly tested - Keeping customers informed of the status of open cases, providing next steps and anticipated resolution times - Performing standard upgrades and patches (occasional after hours work may be required) - Manage customer issues through effective troubleshooting, listening, problem solving, positive action, information gathering and case escalation in a timely manner when appropriate - Prioritize, balance, multi task competing issues based on impact to end user, customer urgency, length of outstanding issue and political sensitivity - Promote and maintain high quality, professional, service oriented company image with customers and internal staff - After hours (on call) support THE PERSON The successful candidate will have two to four years of customer application support experience, SQL knowledge and a Bachelor’s degree in a technical discipline or equivalent. The candidate should have excellent customer service skills including a patient courteous manner, a clear voice and excellent command of the English language. - 2 to 4 years of experience in a similar role - 1 to 3 years of experience providing technical telephone support (min Tier 2) - Experience providing technical applications support to customers. - Solid database knowledge and ability to write SQL statements (MS SQL and Oracle) - Solid software experience in a Windows environment (Windows Server) - Some experience with XML/XSL, HTML, CSS and JavaScript is an asset - Working knowledge of network infrastructure (DMZ, WAN/LAN, etc.) is desired. - Understanding software development lifecycle - Experience working in a software development environment is an asset. - Previous experience working in the transit industry is an asset What's in it for you? Benefits: Our plans include coverage options for many of life’s needs and a focus on wellness programs that are right for you. Financial Perks: Employee Stock Purchase Plan (15% match on contributions), Company Bonus Plan, Referral Bonus Program, discounts for home/auto insurance, and many more. Work from Home: option to work remotely, return to the office, or some combination of in office and remote work as it fits your lifestyle. Flexibility: Choose working hours that work best for you within the core business hours. Tuition Reimbursement: A commitment to continuous improvement and employee development through our Professional Development Program. Tuition fees and books reimbursed at a 100%. (Some restrictions may apply). Computer Purchase Plan: upgrade your personal equipment at home with financial support from Trapeze as part of our computer purchase plan. Office perks: Some of the exciting things to look forward to including regular social events, complimentary drinks, team building events, munch and mingles, and a new and modern office space. Excited to grow your career?   We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!   Our people make all the difference in our success. Worker Type: Regular Number of Openings Available: 1

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Technical Support Specialist to join our team! As customer-facing product experts, our Technical Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. You’ll be a part of a team that has a high bar for customer happiness and strives to help our customers transform the way they hire. Often cited by our users as the "best thing about Greenhouse”, Technical Support Specialists work with our Customer Success, Product, and Engineering teams to provide a level of support that best helps our stakeholders. This unique opportunity puts you in the best position to have insight into the product roadmap, manage expectations for future releases, and elevate our customers’ experience with Greenhouse. There are 2 positions that contribute to our Technical Support team's time zone coverage with fixed working hours of 9am - 6 pm ET or 10am-7pm ET. Who will love this job - An advocate – you thrive on engaging with our customers, working hard to help them succeed - A problem solver – you creatively find solutions and discover workarounds using the resources available - A wordsmith – you communicate clearly, concisely, and with a friendly tone - A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction - An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization What you’ll do - Serve as the first point of contact for technical support communications via email, chat, and video calls, providing timely assistance, troubleshooting issues, and ensuring a high-quality customer experience - Diagnose, investigate, and resolve complex customer issues within Greenhouse, driving issues to resolution and escalating strategically when needed - Provide guidance to customers on product setup, feature usage, configuration, and integration, helping ensure successful implementation and adoption - Clearly explain product capabilities, limitations, and expected behaviors to set accurate expectations and build customer confidence - Act as a subject matter expert by identifying patterns in customer challenges and contributing recommendations for product, process, and documentation improvements - Continuously deepen product expertise and technical knowledge, and share insights to elevate team capability and support quality - Additional projects and responsibilities as business needs require You should have - 3+ years customer-facing work experience on both email, live chat and video channels - Experience using Zendesk - Excellent problem solving and analytical skills - Proven ability to explain technical architecture and "best practice" workflows to both technical and non-technical stakeholders - A passion for learning and sharing knowledge with others - Excellent written and verbal communication skill with the ability to convey complex information to technical and non-technical audiences - Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time. For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company. The national pay range for this role is $25.10 – $30.15 hourly. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. #LI-MS2 Who we are At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. – Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io. Emails about job opportunities at Greenhouse Software are only offered by employees with @greenhouse.io email addresses. See this page on our website if you suspect a phishing scam.

• Own Level 2 support for complex, multi-vendor ecosystems (services, queues, file transfers, APIs) built around Power Automate flows • Monitor, triage, and resolve incidents using DataDog (APM/logs/dashboards) and ServiceNow (ITSM workflows/CMDB) • Analyze Power Automate flow runs and logs, debug failures, manage retries, and implement robust error handling and alerting • Maintain and optimize automations that leverage AI agents and AI capabilities (e.g., Copilot Studio bots, AI Builder, Azure OpenAI) for classification, summarization, and conversational workflows • Build and enhance integrations via standard and custom connectors (e.g., ServiceNow, Twilio, WhatsApp Business API) and test APIs with Postman • Create and run scripts and service processes to reduce manual toil; keep runbooks and knowledge-base articles up to date • Drive preventive actions and continuous improvement through root cause analysis (RCA), automation, and process refinement • Communicate clearly with global stakeholders, including non-technical audiences

We're seeking a Support Engineer with a strong DevOps and customer engagement background to solve complex customer challenges, mentor a growing team, and help shape the future of our world-class artifact management platform. About Cloudsmith Cloudsmith is transforming how organizations handle software artifacts and secure their supply chains. As a fully managed multi-tenant Software as a Service (SaaS) built on AWS, our mission is to enable organizations to tackle scale and complexity through best-in-class artifact management and to secure software by default. Our vision is to become the software supply chain itself, powering the future of software delivery. We are the world's most potent artifact management platform, built by developers for developers. Our platform supports over 30 formats spanning languages, containers, and operating systems, with enterprise-grade features, including vulnerability and security scanning, world-class policy management and enforcement, and web-scale to handle the Fortune 500. Organizations integrate Cloudsmith as critical infrastructure into their development, deployment, and distribution pipelines, trusting us to protect and accelerate, no matter the scale. Backed by top-tier investors and on a trajectory toward IPO, we're building mission-critical infrastructure that powers software delivery for organizations worldwide. We operate at the cutting edge of cloud-native technology, tackling complex distributed systems challenges that directly impact millions of developers. Now is an exciting time to join us as we revolutionize how organizations deliver and secure software and help write the next chapter of our rocket-ship growth story. The Role We have built a team that provides an experience that sets Cloudsmith apart. On a daily basis, we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related challenges. We’re looking for a dedicated and passionate Technical Support Engineer to join our growing team. As a Technical Support Engineer your role provides a deep subject matter expertise on the product solutions and best practices. Working alongside CSMs to provide our customers with technical guidance, go in-depth on use case implementation, and demonstrate the ways to deploy and effectively leverage the product's service. Our Team We are building a team that is responsible for the developer experience. On a daily basis we work with our customers and the developer community to ensure they are building software that is efficient and secure across the whole supply chain. Our team helps customers troubleshoot and investigate issues, diagnosing and resolving core product-related issues. We expand and enhance their experience through the development and maintenance of 3rd party integration that extends our API, CLI and Webhook capabilities, while curating a public knowledge base to support customers to independently resolve common issues. Cultural Values We’re looking for: - Empathy + customer-centricity: You genuinely care about customers and strive to understand their needs, frustrations, and goals. You see customer success as your own success. - Relentless curiosity + continuous learning: You are always eager to learn, improve, and challenge assumptions. You proactively seek knowledge and are never satisfied with the status quo. - Bias for Action + Ownership: You take initiative, move fast, and own problems end-to-end. You’re not afraid to roll up your sleeves, even when challenges are outside your comfort zone. - Collaboration + Candor: You value open, honest, and respectful communication. You give and receive feedback constructively and believe that the best ideas win, regardless of hierarchy. Qualifications: - Bachelor's degree in Computer Science, Information Technology, or a related field. - 3+ years in Technical Product Support, a similar role, or a background in software development with a strong background in debugging and troubleshooting complex technical issues. - Strong application programming experience, proficient in Java, Python, or JavaScript languages. - Basic understanding of software packaging, distribution concepts, and related tools. - Experience with cloud platforms (AWS, GCP, or Azure) and cloud-based architectures. - Knowledge of software packaging and distribution concepts and tools. - Excellent problem-solving and troubleshooting skills. - An enthusiastic and effective communicator: you should be able to appeal to and communicate with both technical and non-technical listeners alike. - Ability to work independently and as part of a team. Things that are bonuses: - Professional experience in building, testing, deploying, debugging, and maintaining complex systems in production environments; or equivalent experience in open-source ecosystems and projects - Strong application programming experience, proficient in Java, Python, or JavaScript. - Familiarity with UNIX-like systems (Linux/WSL/MacOS) - Familiarity with Artifact and Package management, or the software supply chain. - Familiarity with Cloud-based infrastructure, data structures & algorithms, storage systems, source control, and continuous integration - Amazon Web Services (AWS) / AWS Certifications - Significant contributions to open-source projects - ReST, GraphQL, gRPC API Design - Docker, OCI, ORAS, Kubernetes (k3s, k8s) - Sigstore, Cosign, Keyless Signatures, Signature Attestation - Grafeas, Kritis, Metadata Provenance - Software Bill of Materials, Software Composition Analysis - Serverless, Edge Computing, Distributed, Microservices - Knowledge of Security Principles, Software Vulnerabilities and Zero Trust Models. Benefits, Location & Work Environment Note: You must be based in the UK and have the right to work independently without requiring sponsorship. Headlines - A remote-first position based in the UK - A competitive compensation package, including equity. - With comprehensive health, dental, and vision insurance. - Plus, generous annual leave and flexible working policies to suit your lifestyle. - Including a professional development budget for conferences and training. - In a dynamic, innovative, trust-centric, and supportive work environment. - With the opportunity to shape a fast-growing Series B startup (and beyond). Health and Wellness Regardless of your location, we deeply care about the health and wellness of our staff and their families; a sustainable pace is important to us. In addition to generous annual leave (PTO), we offer health and wellbeing benefits along with flexible family-friendly working policies. Personal Growth You will have an enormous opportunity to learn new skills alongside your colleagues, and your continued professional development is essential to us because it's important to you. We will support you with budgets for equipment, training, books, conferences, travel, and certifications. The more powerful you become, the better for all of us. Hybrid / Remote First Cloudsmith is headquartered in Belfast, Northern Ireland, and we use our H.Q. regularly for activities like team planning, meets and greets, and sometimes other group activities (like games!). We also hold all-hands offsites in Belfast (or otherwise) thrice yearly, with guest speakers and team activities. Most Cloudsmithers work remotely, close and far, so we rely on our online collaboration tools; Slack is how we work. About Equal Opportunity Cloudsmith is an equal-opportunity employer proud to nurture a diverse workplace that welcomes applications from individuals of all races, genders, and ethnic groups. We do not discriminate on age, religion, sexual orientation, citizenship status, military service, or health conditions. We will not tolerate discrimination of any kind within our workforce. The Final Word We're looking for someone who can balance deep technical expertise with profound customer empathy, has the experience to build a world-class technical support experience, and is fearless in rolling up their sleeves when needed. We're critical infrastructure by developers, for developers and we’re building the world's software supply chain platform and ecosystem. We want to hear from you if you're excited to work on mission-critical infrastructure with a lasting impact on the software industry from today until IPO and beyond.