AQI - Application Support Specialist (Remote)

Imagine yourself

• Doing meaningful work that makes an everyday impact on the world around you. 
• Owning your ambition and fueling your career growth. 

It’s possible with a role at Aquatic Informatics (https://aquaticinformatics.com/).

Aquatic Informatics (AQI), a Veralto company, is a mission-driven software company that organizes the world’s water data to make it accessible and useful. We provide software solutions that address critical water data management, analytics, and compliance challenges for the rapidly growing water industry. We offer a full range of solutions, from standalone software packages for individual users, hosted software services, and enterprise-wide national systems. We serve over 1,000 municipal, federal, state/provincial, hydropower, mining, academic, and consulting organizations in over 60 countries that collect, manage, and process large volumes of water data.

Aquatic Informatics is headquartered in Vancouver, Canada and has offices in the US and Australia. We value independent thinking, initiative, teamwork, a relentless pursuit of quality, a playful spirit, and a sense of humor. We like smart people – IQ and EQ – who care about the environment and want to do good in the world. Ours is a unique culture where purpose meets possibility: where the work we do makes a real difference on the world’s valuable water resources, and where you’ll have opportunities to own your ambition and fuel your career growth.

We offer:

• PPTO
• Flexible working hours
• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities
• Health benefits
• RRSP

Reporting to the Team Lead, Customer Support, the Application Support Specialist is a customer facing role that will is responsible for providing technical and application support via tickets, calls, and emails. You'll troubleshoot software issues, assist with product configurations and installations, escalate complex problems, and contribute to knowledge base content. This role requires balancing multiple priorities, collaborating across teams, and ensuring high customer satisfaction.

This position is part of the Customer Success department located in Canada and will be remote.  

In this role, a typical day will look like:

• Provide application and technical support to customers by responding to support tickets, calls, virtual meetings, and emails.
• Manage and balance multiple support ticket priorities in a shared ticket tracking tool.
• Manage customer expectations regarding ticket resolutions and time frames.
• Assess technical complexity of tickets and make escalation recommendations to management or Tier 3 teams as needed.
• Monitor ticket SLAs and maintain high customer satisfaction and fast response times.
• Create and review reusable knowledge base articles to build self-serve resources.
• Assist implementation or product teams with configurations, installations, and customer communication.

The essential requirements of the job include:  

• 3+ years of customer-facing software support/implementation experience.
• Advanced technical expertise in SQL Server, Windows Server, SaaS environments, APIs, scripting (PowerShell, Python, etc.), batch scripting, and data migration and database troubleshooting
• Experience with tools like Salesforce, Office 365, Teams, and ticketing/helpdesk platforms.
• Excellent written and verbal communication skills
• Demonstrates a keen desire to learn and a passion for science and technology.

It would be an asset it you have:

• Post-secondary education in Information Technology, Business, or related field.
• Bilingual in Italian or French
• Knowledge or background of water, wastewater, or industrial pre-treatment (source control).
• Knowledge or experience with SCADA.
• Software development exposure or networking experience

Aquatic Informatics is proud part of the Water Quality segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 16,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your care