Technical Support Specialist

About Inovatec

Inovatec is a growth company based in Vancouver, BC, established in 2006. We are North America's leading provider of cloud-based software solutions for the automotive, motorcycle, powersports, and equipment financing industries. Our solutions are used by some of the largest banks, credit unions, and finance companies in Canada and the U.S.

At Inovatec, we foster a diverse and inclusive environment that encourages collaboration where we grow together and win as a team. It's important that we live up to our four core values: make sound decisions, get better every day, act like an owner, and we before me. We thrive by challenging the status quo to push the industry forward, and we know when to have fun! With team members across North America and Europe, we're committed to investing in the development of our team, no matter where they're located.

Job Summary

At Inovatec, the Technical Support Specialist provides second level product support to our customers across our lending platforms. The Specialist is the person customers rely on when an issue needs deeper investigation: reading logs, reproducing the problem, querying the database, and confirming whether it is a configuration issue, user error, or a product defect that needs to go to engineering.

Since Inovatec offers financial software, the Specialist is expected to learn the basics of loan and lease operations and to understand the terms customers use when describing issues. The Specialist is a customer advocate, keeps a professional tone in every interaction (including difficult ones), and makes sure each ticket is properly documented, prioritized, and moved forward without delay.

Responsibilities

• Investigate and resolve second level tickets related to product configuration, data, and reporting
• Read and analyze application logs to localize issues and confirm reproduction steps
• Write basic SQL queries tovalidatedata and support investigation
• Reproduce customer-reported issues in test environments and document clear repro steps
• Detect, report, and follow up on bugs through Jira until resolution
• Manage tickets in Zendesk: respond within SLA, set correct priority, and keep customers informed
• Escalate issues that fall outside support scope to the right team with full context
• Train customers on product usage andhigher leveladministrative functions when needed
• Monitor queues, manage personal workload, and keep average handle time and CSAT within targets
• Properly log every customer interaction and incident in the ticketing system
• Work with QA, Product, Engineering, and DevOps teams to drive resolution and share customer feedback
• Other duties as assigned

Requirements

• 3+ years of hands-on experience in a technical support role (medioror senior level)
• Proven experience with ticketing systems, ideally Zendesk, and bug tracking in Jira
• Ability to investigate logs, localize issues, and produce clear reproduction steps
• Basic understanding of how web-based applications work (browser, network, API calls)
• Strong written and verbal communication skills, with the ability to explain technical topics to non-technical users
• Customer-oriented mindset and ability to de-escalate difficult conversations
• Excellent time management and attention to detail
• Advanced English language skills, spoken and written
• French or Spanish is considered a strong asset
• Familiarity with basic financial terms in the lending space is a plus

Qualifications

• Bachelor's degree or certificate in a computer-related discipline, or equivalent technical experience
• Minimum 3 years of experience in a technical support role

Our core values

Make sound decisions: We put ourselves in our customer's shoes, always ensuring we have the right facts and focus on solving the right problems.

Act like an owner: No matter the challenge, we overcome hurdles, seek out solutions, and follow through on commitments to consistently exceed expectations.

Get better every day: With our growth mindset and positive attitude, we apply our passion for innovation not just to our products, but also to ourselves.

We before me: Our collaborative spirit pushes us to act without ego, to communicate openly and honestly, and to win as a team.

What we offer

• Long term, full-time employment with competitive salary and bonus structure
• Flexible work environment (Belgrade: hybrid,Tuesdayand Wednesday in office; Kragujevac: in office every day)
• Opportunity to be part ofa highly talented,professionaland friendly team in a dynamic working environment
• The ability to usecutting edgetechnologies
• Excellent working conditions and equipment
• Further professional development and career growth
• Private health insurance
• Private pension
• Fully covered sick leave
• All benefits paidpursuant torelevant Serbian laws
• Udemy for business account