Canada
Medfar
Averna
Product Quality and Customer Support Specialist
Canada
Montreal, Quebec, Canada
SQL
Automatic translation. Check the original.
Company Description
In January 2026, Averna and Spherea joined forces to form the Spherea Group. A global leader in test and quality solutions, Averna Powered by Spherea partners with product designers, developers, and manufacturers to help them improve product quality, accelerate time-to-market, and protect their brands, covering the entire product lifecycle with comprehensive solutions and expertise.
Averna Powered by Spherea offers specialized expertise and innovative solutions in testing, vision inspection, precision assembly, and automation, delivering significant technical, financial, and business advantages to clients in the aerospace, automotive, consumer electronics, defense, energy, industrial, medical devices and life sciences, semiconductors, telecommunications, and transportation sectors.
Its solutions include prototyping and consulting, precision assembly and production, automated test solutions, in-line test systems, test system replication, and test platforms and products. Averna Powered by Spherea's expertise covers, among others, vision systems, specialized battery testing, radio frequency and microwave, fiber optics, robotics and motion, instrumentation, control systems, and data management.
Job Description
The Product Quality and Customer Support Specialist in a nutshell
We are looking for a tech-passionate and customer-oriented individual to contribute to our product quality and customer experience excellence. In this role, you will collaborate closely with Product and Engineering teams to ensure the quality of new releases, resolve technical issues encountered by customers, and transform their feedback into concrete improvements. You will be responsible for end-to-end technical support while playing a key role in testing, validation, and continuous improvement activities.
This position is ideal for someone who enjoys solving complex problems, collaborating with different teams, and having a direct impact on customer satisfaction and product quality.
Why Join Us?
You will hold a key role at the intersection of customer support, product development, and quality. You will have the opportunity to gain in-depth expertise in our solutions, influence their evolution, and directly contribute to our customers' satisfaction.
Key Responsibilities
- Collaborate with development and engineering teams to analyze issues, identify root causes, and validate fixes.
- Plan and execute functional, integration, regression, and release validation testing.
- Develop and maintain test cases, as well as quality tools and processes.
- Handle technical support requests, from diagnosis to resolution.
- Analyze system logs, databases, configurations, and other technical elements to troubleshoot issues.
- Transform customer feedback and observed trends into improvement opportunities for products, documentation, and processes.
- Produce and maintain support documentation (guides, FAQs, knowledge base, procedures).
- Monitor quality and service metrics and recommend improvements.
- Develop in-depth product expertise and share it within the organization.
What will make you succeed
- Provide prompt, accurate, and professional support to customers.
- Ensure clear documentation and effective defect resolution.
- Reduce recurring issues through root cause analysis.
- Contribute to reliable and well-validated releases.
- Amplify the customer's voice in product evolution.
Qualifications
The ideal candidate in a nutshell
Required Qualifications
- Degree in Computer Science, Software Engineering, Electrical Engineering, or a related field, or equivalent experience.
- Strong problem-solving and technical diagnostic skills.
- 1 to 3 years of experience with web applications or enterprise applications, SQL, databases, API and software deployment concepts.
- Knowledge of software testing, defect management, and Agile methodologies.
- Excellent communication skills in French and English.
- Customer-focused approach, autonomy, sense of priorities, and collaborative spirit.
- Proficiency in French and strong proficiency in English are required.
English proficiency is required for this role to ensure effective communication with teams outside of Quebec and to contribute to our international company's activities.
Desired Qualifications (Assets)
- Experience with test automation and CI/CD environments.
- Experience supporting enterprise applications or software.
- Knowledge of continuous improvement practices and quality metrics.
- Availability for occasional travel.
Additional Information
What We Offer
- A dynamic work environment within a high-tech multinational company.
- Competitive total compensation and benefits package
- An extra day off for your birthday #LI-Hybrid
- Paid floating holidays between Christmas and New Year's Day
- Significant discount on Montreal public transit pass
- Be part of a company that places ESG at the heart of its mission for people, planet, and performance.
Averna is an equal opportunity employer and is committed to fostering diversity and inclusion. We welcome applications from all qualified individuals, regardless of race, color, religion, sexual orientation, gender, national origin, age, disability, veteran status, or any other status protected by law.
Job Titles: Spec QA customer support
Work Mode: Hybrid
City: Montreal
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