Canada
Global Relay
Averna
Product Quality and Customer Support Specialist
Canada
Montreal, Quebec, Canada
SQL
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Company Description
In January 2026, Averna and Spherea joined forces to form the Spherea Group. A global leader in test and quality solutions, Averna Powered by Spherea collaborates with product designers, developers, and manufacturers to help them improve product quality, accelerate time-to-market, and protect their brands, covering the entire product lifecycle with comprehensive solutions and expertise.
Averna Powered by Spherea offers specialized expertise and innovative solutions in testing, vision inspection, precision assembly, and automation, providing significant technical, financial, and commercial advantages to clients in the aerospace, automotive, consumer electronics, defense, energy, industrial, medical device and life sciences, semiconductor, telecommunications, and transportation sectors.
Its solutions include prototyping and consulting, precision assembly and production, automated test solutions, in-line test systems, test system replication, as well as test platforms and products. The expertise of Averna Powered by Spherea notably covers vision systems, specialized battery testing, radio frequency and microwave, fiber optics, robotics and motion, instrumentation, control systems, and data management.
To learn more about our brands and career opportunities within the Group, visit: spherea.com • sphereadefense.fr
Job Description
The Product Quality and Customer Support Specialist at a glance
We are looking for a technology-passionate and customer-oriented individual to contribute to our product quality and the excellence of our customer experience. In this role, you will collaborate closely with the Product and Engineering teams to ensure the quality of new releases, resolve technical issues encountered by customers, and transform their feedback into concrete improvements. You will be responsible for end-to-end technical support while playing a key role in testing, validation, and continuous improvement activities.
This position is ideal for someone who enjoys solving complex problems, collaborating with different teams, and having a direct impact on customer satisfaction and product quality.
Key Responsibilities
- Collaborate with development and engineering teams to analyze issues, identify root causes, and validate fixes.
- Plan and execute functional, integration, regression, and release validation tests.
- Develop and maintain test cases as well as quality tools and processes.
- Handle technical support requests, from diagnosis to resolution.
- Analyze system logs, databases, configurations, and other technical elements to resolve issues.
- Transform customer feedback and trends into improvement opportunities for products, documentation, and processes.
- Produce and maintain support documentation (guides, FAQs, knowledge base, procedures).
- Monitor quality and service metrics and recommend improvements.
- Develop in-depth product expertise and share it within the organization.
What will help you succeed
- Provide fast, accurate, and professional support to customers.
- Ensure clear documentation and effective resolution of anomalies.
- Reduce recurring issues through root cause analysis.
- Contribute to reliable and well-validated production releases.
- Represent the voice of the customer in product evolution.
Why join us?
You will occupy a key role at the intersection of customer support, product development, and quality. You will have the opportunity to acquire in-depth expertise in our solutions, influence their evolution, and contribute directly to our customers' satisfaction.
Averna is an equal opportunity employer and is committed to encouraging diversity and inclusion. We are happy to consider employment applications from all qualified candidates, regardless of race, color, religion, sexual orientation, gender, national origin, age, disability, veteran status, or any other status protected by law.
Job Titles: Product Quality and Customer Support Specialist
Work Mode: Hybrid
City: Montreal
Qualifications
The ideal candidate at a glance
Required Qualifications
- Degree in Computer Science, Software Engineering, Electrical Engineering, or a related field, or equivalent experience.
- Strong problem-solving and technical diagnostic skills.
- 1 to 3 years of experience with web or enterprise applications, SQL, databases, API, and software deployment concepts.
- Knowledge of software testing, defect management, and Agile methodologies.
- Excellent communication skills in French and English.
- Customer-oriented approach, autonomy, sense of priorities, and collaborative spirit.
- Fluency in French and strong proficiency in English is required.
Proficiency in English is required for this position to ensure effective communication with teams outside of Quebec and to contribute to our international company's activities.
Preferred Qualifications (Assets)
- Experience with test automation and CI/CD environments.
- Experience in enterprise application or software support.
- Knowledge of continuous improvement practices and quality metrics.
- Availability for occasional travel.
Additional Information
What we offer you
- A dynamic work environment within a high-tech multinational company.
- Competitive total compensation and benefits package.
- An extra day off for your birthday #LI-Hybrid
- Paid floating holidays between Christmas and New Year's Day.
- Significant discount on the Montreal public transit pass.
- Be part of a company that places ESG criteria at the heart of its mission for people, the planet, and performance.
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