Why This Job is Featured on The SaaS Jobs
Support roles in SaaS increasingly sit at the intersection of product, engineering, and customer outcomes, and this Product Specialist position reflects that shift. The work centers on troubleshooting a platform in real client environments, where usage patterns and edge cases surface quickly. Being office based in Montreal also signals close proximity to internal teams, which can matter in SaaS companies where product feedback loops are a competitive lever.
For a SaaS career, this kind of role builds durable strengths: structured problem investigation, clear technical communication, and the ability to translate platform behavior into customer facing guidance. The mix of case prioritization, root cause analysis, and knowledge creation mirrors how mature SaaS support organizations scale quality without relying on one off heroics. Collaboration with R&D adds exposure to how product decisions and fixes move from report to resolution.
This role tends to suit professionals who like methodical debugging and enjoy explaining complex concepts in plain language. It fits someone early to mid career who wants hands on platform depth, is comfortable switching between multiple threads of work, and prefers a role where learning comes from real production issues rather than isolated exercises.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Turn support interactions into impactful product experiences
What if every support case you handled became an opportunity to create real value for clients? At Coveo, support is not just about solving issues, it’s about empowering users to get the most out of our technology and achieve their goals.
Far from the stereotypes of traditional call centers, Coveo's support team operates differently. No rigid hierarchies or isolated cubicles: here, you’ll join a team of experts who are passionate about technology and deeply knowledgeable about the Coveo platform. You'll be on the front lines, working hand-in-hand with our clients to ensure they get the most value from our technology and enjoy an exceptional experience at every step.
As a Product Specialist, you will:
Manage and prioritize support cases, ensuring timely and high-quality resolutions.
Investigate technical issues by gathering context, reproducing problems, and identifying root causes.
Collaborate with R&D and cross-functional teams to deepen your understanding and resolve complex cases.
Communicate clearly with clients, guiding them through solutions and ensuring a positive experience.
Contribute to knowledge sharing by documenting solutions and creating reusable content for clients and teammates.
Participate in team meetings to share your learnings and support continuous improvement initiatives.
Here is what will qualify you for the role:
You believe that every work experience is an opportunity for learning and growth.
You are passionate about technology and web development.
You have knowledge of Python, JS, CSS, and HTML.
You are comfortable with communication, both written and verbal, and can interact professionally in English, as you will primarily be working with our clients based in the United States.
What will make you stand out:
You are organized and capable of juggling multiple priorities without losing track.
You thrive in a fast-paced environment and draw energy from it.
You believe in teamwork and collaboration, and you excel at solving complex problems!
Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.
Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
