Customer Success and Solutions Specialist, Software

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    "description": "<p><span><span>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.</span></span><span> </span></p>\n<p><span><span>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.</span></span><span> </span></p>\n<p><span><span>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.</span></span><span> <br><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>WHY JOIN GIATEC?</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Play a central role in deploying MixPilot</span><span> and SmartMix Giatec</span><span> platform</span><span>s</span><span> for the ready mix industry, alongside the broader Giatec portfolio as the team scales.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Work with a creative, driven team that is passionate about reducing the carbon footprint of concrete and reshaping the construction industry.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Join a purpose-driven company recognized as one of the fastest-growing in Canada for three consecutive years.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Competitive compensation, flexible health benefits, and a matching retirement savings program.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Significant opportunity for personal and professional growth as the Customer and Engineering Success team scales.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>WHAT YOU WILL DO</span></span></span><span> <br><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Tier II Software Troubleshooting</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Own Tier II troubleshooting for software-related cases escalated from the front-line support team, including issues involving MixPilot, integrations, and data accuracy.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Reproduce, isolate, and document complex issues with the clarity and structure that the Software and Engineering teams need to act on them quickly.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Maintain accurate, timely records of all customer interactions and case progression in Salesforce.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Customer Advocacy and Engineering Partnership</span></span></span><span> </span></p>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Track open issues from triage through resolution, holding internal stakeholders accountable to commitments and keeping customers informed throughout.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>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.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>AI-Driven Problem Solving and Tooling</span></span></span><span> </span></p>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Help identify opportunities where AI can reduce repetitive workload across the Customer and Engineering Success team.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Customer Enablement and Voice of the Customer</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Build and maintain trusted relationships with technical users at customer accounts, including IT administrators, data managers, and operations technology leads.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Deliver tailored training sessions, both remote and on-site, to ensure technical users can independently leverage the software platforms of Giatec.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Systematically synthesize customer feedback, feature requests, and friction points, and channel them to the Product team through structured processes.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Cross-Functional Collaboration</span></span></span><span> </span></p>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner with the Software, Product, and Engineering teams to advance customer commitments without compromising release quality.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Conduct on-site visits across the United States and Canada when high-priority customer engagements require it.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>WHAT YOU BRING TO THE ROLE</span></span></span><span> <br><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Required</span></span></span><span> </span></p>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline. Equivalent professional experience will be considered.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>A strong customer service and advocacy mindset, with the demonstrated ability to build trust and credibility with technical stakeholders.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Proficiency with CRM systems (Salesforce preferred) and modern collaboration tools such as Microsoft Teams, Outlook, and Excel.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Excellent verbal and written communication skills in English. Additional languages are a strong asset.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span>Must be authorized to travel to the United States as a condition of employment. This is a non-negotiable requirement of the role.<br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Preferred</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Hands-on experience working with or alongside AI products, including LLM-based features, retrieval-augmented generation (RAG), AI evaluation, or AI-driven workflow automation.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>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.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience in the construction industry, the ready mix concrete sector, manufacturing, or industrial software.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiarity with IoT data pipelines, sensor-based platforms, or telemetry systems.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>A proven track record of contributing to product improvement initiatives based on customer insight.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Bilingual in Spanish and English is a strong asset.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>ABOUT GIATEC</span></span></span><span> </span></p>\n<p>Giatec Scientific Inc. is a global leader in smart concrete testing technologies, bringing real-time data, AI, and IoT solutions to jobsites worldwide. Our core products - SmartRock®, SmartMix®, and MixPilot® - support the full concrete lifecycle, from mix design and production to placement and performance monitoring, helping teams improve quality, efficiency, and sustainability while reducing concrete’s carbon footprint.</p>\n<p>Giatec solutions have been used on 15,000+ projects across 85+ countries, and we’ve been recognized as one of Canada’s fastest-growing companies for three consecutive years. We believe our people are key to our success and are always looking for curious, driven individuals to help shape the future of construction technology.</p>\n<p><span><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>HOW TO APPLY</span></span></span><span> </span></p>\n<p>Even if you don’t meet every requirement, we encourage you to apply - we value diverse experiences and would love to learn more about you. Please submit your resume and cover letter outlining your interest in the role. Applications are reviewed by our Talent Acquisition team; due to application volume, response times may vary. We appreciate your interest to be part of Giatec and understanding on this matter.</p>\n<p> </p>\n<p>At Giatec, we believe that a diverse and inclusive workforce is critical to our success. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Giatec is committed to providing a barrier-free recruitment process. Accommodations and support are available upon request throughout the hiring process. If you require accommodation, please contact [email protected]. All accommodation-related information will be kept confidential.</p>\n<p> </p>\n<p>AI-enabled tools may be used to support parts of the recruitment and screening process.</p>",
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