Technical Support Analyst

Do you want to make a difference within the global transportation planning and design community? With offices around the world, Transoft Solutions is an international leader in the development of innovative and highly specialized software for aviation, civil infrastructure, transportation and operational professionals. In its 35th year and with over 50,000 users in 150 countries worldwide, the company’s success is a result of our people, our innovative and highly sought-after products, and the exceptional customer service that we deliver. 

We currently have an opening for a Technical Support Analyst at our office in Vancouver.  

About the Opportunity:

The Technical Support Analyst delivers exceptional technical support and customer service to both external clients and internal teams by applying deep Transoft Solutions product expertise and strong analytical abilities. This role is responsible for diagnosing and resolving technical issues, supporting software testing activities, and producing high quality documentation. The position also plays a key part in communicating client feedback and feature requests to development teams and presenting technical content to diverse audiences. 

NOTE: This is a hybrid role where you will be expected to work a minimum of 2 days per week in our Vancouver, Canada office. 

Key Responsibilities: 

Provide timely technical support by troubleshooting, diagnosing, and resolving customer issues.

Reproduce and diagnose reported issues by simulating customer scenarios in controlled test environments, using internal tools and logs to accurately identify root causes and prevent recurrence.

Create clear, well-structured documentation including incident reports and technical tips by capturing insights from investigations and support cases to strengthen team knowledge, streamline troubleshooting, and reduce future resolution times.

Support QA, Development, and Product Management teams by executing test cases, validating fixes, and providing feedback based on real world customer usage to ensure high quality software releases and minimize defects prior to deployment.

Report software issues and customer-driven feature requests by documenting issues clearly, prioritizing them based on impact, and collaborating with development teams to drive continuous product improvement and enhance the user experience.

Deliver technical presentations and product demonstrations by developing tailored content and clearly explaining complex concepts, helping clients build confidence and adopt solutions more effectively.

About You:

Diploma in engineering or computer-related discipline

2–3 years CAD drafting experience (AutoCAD/MicroStation/BricsCAD)

Strong communication, problem-solving, and organizational skills 

Zendesk, CAD drafting, MS Windows, CRM systems; Civil 3D knowledge an asset 

Ability to work scheduled shifts, including statutory holiday coverage with time off in lieu, to ensure continuous service availability and maintain strong customer satisfaction

About Us: 

We offer a flexible working environment that embraces both in-person and remote work. 

We offer a number of employee programs and benefits focused on healthcare, retirement savings, rewards and recognition. 

We are committed to providing professional growth and development opportunities. 

We give back to our communities through global initiatives and donations. 

We work hard, but we like to have fun too! 

At Transoft Solutions, we embrace diversity, as we strongly believe that our diverse backgrounds, coupled with our cultural and experiential differences make us stronger and better positioned to support our global customers. We are a collaborative group of individuals who value respect, professionalism, creativity, drive and compassion, and we pride ourselves in being a socially responsible company that does its part in making the global community a better place for everyone. 

Candidates must be eligible to work in the country they have applied to work in. We wish to thank all applicants for their interest, however, only candidates under consideration will be contacted.