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