The Product Support Specialist assists customers by resolving technical questions, troubleshooting issues, and enhancing user experience with PatSnap's Life Sciences products while creating documentation and analyzing feedback.
Product Support Specialist (Life Sciences)
➡️ Love being the go-to expert when others need answers and genuinely enjoy solving complex problems for customers?
➡️ Energized by digging deep into products, data, and workflows to help users get real value from powerful technology?
➡️ Excited by working at the intersection of Life Sciences, AI, and innovation intelligence?
➡️ Motivated by delivering standout customer experiences and being a true advocate for users across Product, Sales, and Engineering?
➡️ Looking to grow your career at a high-growth, VC-backed SaaS unicorn where your product knowledge actually matters?
➡️ Thrive in fast-moving environments where no two tickets are the same and curiosity is rewarded?
If this sounds like you, we’d love to hear from you!
Role Summary:
At PatSnap, our customers rely on us to make sense of complex innovation data - and our Product Support Specialists are at the heart of that experience.
We’re looking for a Product Support Specialist (Life Sciences) to join our Product Support team, reporting to the Manager of Product Support. In this role, you’ll partner closely with customers to resolve technical questions, troubleshoot issues, and help them unlock the full value of PatSnap’s Life Sciences products and broader innovation intelligence platform. You’ll be a trusted product expert and customer advocate, combining deep product knowledge with empathy and clear communication. Whether you’re responding to tickets, creating documentation, or sharing customer insights with Product and Sales, your work will directly shape how customers experience PatSnap.
This role is ideal for someone who enjoys problem-solving, explaining complex concepts in simple terms, and continuously building expertise in the Life Sciences and IP intelligence space. Customer satisfaction is a core priority for us and you’ll play a key role in maintaining our industry-leading CSAT by ensuring every customer feels heard, supported, and confident using our platform.
This is a hybrid position in our Toronto office with the expectation that you work from the PatSnap office 1 day per week.
What You'll Be Doing:
- Answer questions based on a Ticketing system (Zendesk) in a timely manner aligned with OKR requirements.
- Create and manage technical learning documentation for all product modules.
- Create and manage technical documentation for the Life Science platforms.
- Become a 'product champion' with absolute knowledge of the Patsnap tools.
- Proactively collect, analyse, and share customer feedback with colleagues in the sales team and with the product development team.
- Continuously build and maintain high levels of specialization in the IP and patent intelligence market.
About You:
- 2+ years in a customer-facing role.
- Life Sciences (Biology, Chemistry, BSc) education background or industry knowledge is required.
- Knowledge of API and SSO is not required but would be beneficial.
- A dedication to problem-solving.
- Great at answering questions with a customer-centric approach.
- A passion for educating, explaining, and demystifying complex topics.
- An agile mindset which can handle curveball questions and quickly changing scenarios.
- Comfortable with thinking on the spot when dealing with urgent requests.
- A willingness to receive and implement feedback and continually grow.
What You'll Love:
- Five weeks of paid vacation
- Two company-paid community volunteering days
- Health and dental benefits for you and your dependents from day one
- RRSP matching
- Hybrid work environment + WFH stipend for your home office set-up
- Paid parental leave policy
- A 24/7 employee assistance program which provides access to virtual healthcare, therapy, financial and legal assistance, wellness counselling and resources for family support
Our Values:
- Integrity: We hold each other accountable for our actions
- Leadership: We lead by example and inspire each other to reach for new heights
- Openness: We are open and honest and share our ideas with care and consideration
- Growth: We are lifelong learners who aspire to improve each day
- Innovation: We seek out new ways to solve problems
- Customer: Our customer is at the center of everything we do. Their success is our success
Patsnap is proud to be an equal opportunity employer (EOE) that champions diversity. We do not discriminate based on race, religion, national origin, citizenship, sex, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran/military, or disability status, or any other protected status in accordance with federal, provincial/state or local laws.
Even if you don’t meet 100% of the above qualifications, we encourage you to apply and tell us why you’d be a great fit for this role! If you require any accommodations during the interview process, please email us at [email protected] so we can best support you.
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