Job Description: Product Support Technical Specialist Club Division Markham, Ontario 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 #LI-RT1 Business Unit: Jonas Club Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software: 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. At Jonas we have long realized that our greatest asset is our employee base. As such we strive to provide our team with a fantastic working environment and an enriching career, which we know will translate into world class service to our valued clients. This allows Jonas Software to maintain and extend our lead as the premier software and services provider in each of our markets. If being part of a growing organization that moves at a fast pace and constantly strives to get better each and every day is what you are looking for, then we want to hear from you. Everyone has heard the sports analogy “to be the best, you have to beat the best”; well at Jonas Software we have tweaked that slightly to fit vertical market software. We believe to be the best you have to hire and retain the best!!! Jonas Software is an Equal Opportunity Employer. If you need accommodation for a disability at any stage of the application process or want more information on our accommodation policies, contact recruitment at jobs@gjonas.com or 905-470-4600 Jonas Softwareis part of a CSI group of companies.
