SaaS Technical Support Specialist - Smart Glazier

Job summary

Provide technical support and advice to international customers via phone and email to resolve software issues. Assist with customer onboarding, database implementation, and the creation of precise 3D glass structures.

Job details

Job Title: SaaS Technical Support Specialist - Smart Glazier (a Cyncly company) Location: Ottawa, Canada Contract: Full Time, Permanent About us Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa. Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology. Smart Glazier is a provider of software solutions for the glass and glazing industry, offering tools designed to help glass installers, fabricators, and hardware suppliers manage their core workflows from a single platform. Its cloud-based suite enables users to design glass structures, create accurate quotes, schedule and track jobs, manage orders, and handle invoicing and reporting in one connected system tailored to the needs of glazing businesses: reducing manual work, improving accuracy, and streamlining operations. Smart Glazier’s software is used by glass businesses in multiple countries and supports a range of workflow needs across design, quoting, and project execution. The Role Customer support will be the focus of the role. You will help customers by phone and email, learning our products in depth and becoming a trusted expert who can advise on how best to use our software. Along the way, you will also become familiar with the glass industry and the real-world challenges our software helps customers solve. You will investigate customer questions, reproduce issues and help customers get the best from our products. As your experience develops, there will also be opportunities to become involved in customer onboarding, database implementation and other technical work. Key Responsibilities Providing support and advice to international customers by phone and email Investigating and resolving software issues Learning our software thoroughly and advising customers on how best to use it Reproducing customer issues and working with colleagues to identify solutions Supporting customer onboarding and database implementation work Modelling architectural hardware in our software to produce precise 3D glass structures Identifying and documenting software defects Contributing ideas to improve our products, processes and customer support What we are looking for We are less interested in years of experience than in finding someone who is eager to learn, interested in how things work and able to think through unfamiliar situations. You should have: Strong analytical and reasoning ability A genuine interest in computers and software Experience working with Smart Glazier or working in the windows, doors, and glass industry The ability to learn independently and take ownership of your work Good numeracy, including confidence with basic trigonometry Excellent written and spoken English, with the ability to explain information clearly and patiently Strong attention to detail A degree is preferred but not essential. This role could suit a recent graduate with strong grades, someone early in their career who is looking for more challenging and varied work, or someone with the aptitude to move into a software-related role. Previous customer-facing experience would be useful but is not essential. Experience with any of the following would also be welcome, but is not required: Excel Zendesk SQL Server SaaS products Cloud computing Web-based applications Software support Working for us At Cyncly, we call our team OneCyncly—a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. We value diversity of experience, perspective, and skill, and thrive through openness, trust, and respect. You’ll join a team that takes ownership, solves problems, and focuses on making an impact. We encourage curiosity, welcome new ideas, and view mistakes as opportunities to learn. You’ll enjoy flexible and autonomous ways of working, supported by leaders committed to your growth. We celebrate individuality and encourage everyone to bring their authentic self to work—because together, we build something better. If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in—come join us. In accordance with applicable pay transparency laws, we are committed to providing clear and equitable compensation information. For this remote position, the expected salary range is $50,000 - $60,000 CAD, depending on location, experience, and qualifications. This role may also be eligible for additional compensation such as bonuses, commissions, as well as a comprehensive benefits package. Candidates applying from jurisdictions with specific pay disclosure requirements (e.g., California, Colorado, New York, Washington, Illinois, British Columbia) will receive location-specific compensation details in compliance with local laws. This position represents an existing vacancy. Equal Opportunity Employer Statement: Cyncly is committed to equal opportunity and does not discriminate based on race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law. We are committed to providing an accessible recruitment process. Accommodations are available upon request for candidates participating in any stage of the hiring process. Applicants must be legally authorized to work in the country in which they are applying to work (United States or Canada). This role is not eligible for employer sponsorship now or in the future.

What you’ll do

Provide technical support and advice to international customers via phone and email to resolve software issues. Assist with customer onboarding, database implementation, and the creation of precise 3D glass structures.

Requirements

Seeking a candidate with strong analytical skills, numeracy (trigonometry), and a genuine interest in software. A degree is preferred, and experience in the glass or window industry is a plus but not required.

Benefits

• Bonuses
• Commissions
• Comprehensive Benefits Package

Listed skills

• Customer service · Preferred
• 3D Modeling · Preferred
• Attention to detail · Preferred
• Microsoft Excel · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Support
• Analytical Reasoning
• Trigonometry
• Customer Service
• Software Troubleshooting
• 3D Modeling
• Database Implementation
• English Communication
• Attention To Detail
• Excel
• Zendesk
• SQL Server
• SaaS
• Cloud Computing
• Web-based Applications

Job areas

• Customer Service & Support
• Software
• Technology
• Manufacturing
• Construction