Customer Support Specialist (software application support)

Who We Are:

At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.  Our AI-powered platform helps organizations modernize financial operations, increase visibility, and optimize spend across the enterprise.

At Emburse, we are creating a future where technology drives business value and eliminates administrative friction. We are seeking a tech-savvy, solutions-oriented Customer Support Specialist  to join our growing tech support cluster in Toronto .

This role focuses on supporting our SMB and Mid-Market clients on the Emburse Professional platform. Please note the hours for this role: To ensure excellent coverage for our West Coast clients, this role operates on a permanent 11:00 AM – 7:00 PM shift (with temporary 8:30 AM – 4:30 PM hours during initial training). If you have a high aptitude for learning technology, love solving puzzles, and want to leverage cutting-edge tech (including AI support tools) to deliver world-class service, we want you on our team.

What You Will Do

• Support the West Coast: Serve as the frontline responder for inbound baseline support cases from 11:00 AM to 7:00 PM, ensuring our afternoon and West Coast queues remain clear.

• Own Your Queue: Manage and resolve 12–20 tickets per day, smoothly balancing quick "how-to" answers with deeper, analytical technical troubleshooting.

• Triage & Escalate: Act as a human filter. Answer baseline product questions and know exactly when to troubleshoot a complex issue versus when to document and escalate it to our Tier 2 team.

• Embrace Modern Tech: Openly leverage internal documentation, system logs, and modern AI tools to accelerate ticket resolution times and improve accuracy.

• Train for Success: Start your journey on an 8:30 AM – 4:30 PM schedule to complete our comprehensive product training before transitioning to your permanent shift.

What You Will Bring

• Technical Aptitude: An innate ability to pick up technical concepts with ease. You love figuring out how software works under the hood.

• Problem-Solving Instincts: You are a natural troubleshooter who gets a rush from solving a client’s logic or configuration puzzle.

• Communication Power: Strong written and verbal communication skills. You can explain technical solutions clearly and professionally.

• Adaptable Mindset: You are comfortable with changing technology and excited about using AI tools to work smarter, not harder.

• Local Presence: Ability to work out of our Toronto hub alongside our local team and Team Leads.

Who You Are

• A Night Owl Support Star: You love the idea of an 11 AM start time and thrive in mid-day to evening operational windows.

• A Collaborative Learner: You want to be part of a tight-knit team of 10 where your metrics are visible and your growth is supported.

• A Future Tier 2: You want to get your foot in the door, crush your baseline targets, and learn the product inside out to scale your career in tech.