BiblioCommons is a Toronto-based software company that builds SaaS solutions for public libraries. In the role of Product Support Specialist, you will work directly with library staff, providing high-touch support to enhance patron experiences, while advocating for customer needs across the organization.
Responsibilities
- Triage, investigate, and respond to incoming support requests, identify trends, and share insights with the broader team
- Collaborate with Implementation Specialists and Library Engagement teams to understand priorities across a diverse customer base
- Troubleshoot and reproduce issues, documenting them clearly for Product and Engineering teams
- Provide guidance on best practices and help customers use our tools creatively and effectively
- Communicate thoughtfully and professionally with everyone from experienced Library IT staff to senior leadership at library systems
- Work closely with Customer Success, Product Managers, Developers, and QA to prioritize and resolve customer issues
- Contribute to internal knowledge‑sharing through documentation, collaboration, and staying current with support best practices
- Create new internal documentation, particularly for emerging features and products
- Support ongoing library technical work such as ILS/server migrations, configuration updates, and library maintenance projects
- Participate in our Emergency On-Call rotation (with on‑call compensation)
Skills
- Previous library experience, especially in technical services, ILS admin, IT, or web services
- Experience working with library vendors, SaaS platforms, or complex technical products
- A strong customer service mindset and the ability to set clear expectations with confidence and empathy
- Curiosity and a love for problem‑solving across both technical and non‑technical contexts
- Outstanding written and verbal communication skills
- Empathy and a customer‑first perspective, coupled with the ability to navigate internal stakeholders to reach the right solution
- Excellent diagnostic and analytical skills, including the ability to spot patterns and escalate issues when needed
- Eagerness to close tickets and manage your ticket backlog
- A passion for learning new technologies - you don't need to write code but understanding how things work excites you
- Big‑picture thinking - you anticipate potential issues and guide customers toward more stable, scalable workflows
- Experience using tools like Zendesk, Jira, TestRail, or similar platforms
- Knowledge of Sierra, Polaris, Symphony, Horizon, Evergreen ILS preferred
- Proficiency in library cataloging processes such as mapping, familiarity with MARC, etc
- Familiarity with BiblioCommons products and services
Benefits
- Company-wide bonus plan
- Generous health benefits package
- Flexible working hours
- An extra day off on your birthday
- Support through peer mentoring, career development plans, and tuition reimbursement opportunities
- An opportunity for professional growth where great work is recognized and rewarded
- A chance to put your experience to work to serve and support libraries worldwide
- The option to work remotely within Canada or from our satellite office space in Toronto
Company Overview
BiblioCommons's vision is a global, digital, civic-space built around books and media. We partner with public libraries to make it happen. It was founded in 2006, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is http://www.bibliocommons.com.