Support Specialist, Customer Experience

H2 Analytics is a mission-focused technology company redefining how intelligence specialists train and modernize. We partner with military, national security, law enforcement, and other mission-driven organizations to improve readiness at speed and scale. Our team includes former intelligence professionals who have lived the problems we’re solving. The pain point you can help us solve
Mission-driven organizations struggle to deliver realistic training and modernize analytic workflows. Building tailored and credible scenarios with notional intelligence content is still a heavily manual and time-consuming effort that often requires pulling experienced personnel away from real operations. Our flagship platform, EASE, makes it simple to create synthetic intelligence environments for training and experimentation. These systems are powerful, but complex; they require the right combination of technical aptitude and operational understanding (equipment, organizations, doctrine) to configure correctly and produce credible outputs.
Your work will help bridge the gap between operational military concepts and technical execution, ensuring that simulation scenarios produced for EASE accurately reflect real-world equipment, organizations, and tactical doctrine.

As a Simulation Support Specialist, you will help build and run military simulation scenarios that support EASE-based training. Working as part of a project team, you'll contribute to the creation of high-fidelity synthetic environments by configuring entities, equipment, and behaviours within simulation platforms.
You'll support internal delivery teams and project managers, helping translate training objectives into working simulation setups and ensuring outputs are usable within EASE. Over time, you may engage directly with clients to better understand their requirements and refine scenarios, but your core focus will be on building and executing simulations that accurately reflect real-world operations.
Experience interpreting client training needs and translating them into technical simulation parameters.
Experience manipulating data structures to represent entities and equipment accurately within a software environment.
Experience working effectively within a project team, supporting project managers and contributing to shared outcomes.
Eligible to obtain (or hold) a Government of Canada Level III (Top Secret) security clearance.
Able to support clients on-site as required.

Ability to construct and run simulation scenarios aligned with defined training objectives and operational context, including modeling military equipment and individual entities.
Ability to guide clients through EASE/Simulation implementation, ensuring they understand platform capabilities and entity behaviours.
Ability to assist clients in refining training architectures and simulation-based methodologies to improve outcomes.
Ability to capture field lessons and performance data to inform product development and workflow improvements.
Strong written and verbal skills, with the ability to translate between operators and technical teams.

Live in or be willing to relocate to Ottawa or Kingston. CAD $70,000 - $120,000 (based on skill and experience)
Bonus: Eligible for an annual bonus based on company and individual performance
Extended health insurance for employees and their dependants
Full-time
This posting is for an existing vacancy.

We may use AI-enabled tools to screen applications during the initial stage (for example, to identify relevant skills and experience in your resume).