Provides hands-on technical troubleshooting, configuration, implementation, and client support across the BusPlanner SaaS product suite. Configures workflows, integrations, data, notifications, and user roles; supports product updates, upsell installations, demos, reporting, and compliance processes. Collaborates with developers, senior technical staff, and client success teams to resolve issues, document processes, and maintain technical resources.
Position Summary
The Technical Solutions Specialist is part of BusPlanner's Projects team and provides hands-on technical troubleshooting, configuration, and implementation support across the BusPlanner product suite. This position works directly with clients and internal teams to resolve issues, configure system features, and support upsell installations, while building the technical depth needed to take on increasingly complex, higher-level work over time.
Key Responsibilities
Configuration & Implementation
- Configure system settings, forms, workflows, user roles, and integrations (e.g., SSO) to meet client needs.
- Set up and maintain vehicle, driver, and route-related data, subscriber notifications, and translation/localization settings.
- Support new feature rollouts, product updates, and upsell installations across all product lines.
- Help build and configure environments used to support product demos and sales presentations (this role does not conduct demos or sales activities directly).
Client & Cross-Functional Collaboration
- Partner with senior technical staff, developers, and client success teams to resolve escalated or cross-product issues.
- Communicate clearly with clients to understand reported issues, set expectations, and confirm resolution.
- Help build and maintain a technical documentation repository, including training materials, templates, and frameworks that support consistent processes and cross-coverage across the team.
Product Support & Troubleshooting
- Diagnose and resolve client-reported issues across the BusPlanner product suite, including routing, scheduling, student data, GPS/live tracking, and reporting features.
- Investigate and troubleshoot application errors, system messages, and unexpected behavior, escalating complex or system-level issues as needed.
Reporting & Compliance Support
- Assist with government and ministry reporting cycles and related data validation as required.
- Support seasonal and cyclical processes (e.g., school-year setup, grade rollovers, annual update cycles) as assigned.
Requirements
- 3-5 years of experience in technical support, software implementation, solutions consulting, or a related client-facing technical role.
- Strong troubleshooting and analytical skills, with the ability to diagnose issues across multiple interconnected systems.
- Comfort working with SaaS applications; familiarity with databases, SQL, or system administration concepts is an asset.
- Excellent written and verbal communication skills, with a client-service mindset.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Experience in the K-12 transportation, education technology, or SaaS support space is a plus, but not required.
Benefits
- Competitive salary and performance-based bonuses.
- Full health and wellness benefits.
- Flexible work hours and remote-friendly setup.
- Full access to Claude Code and modern AI tooling, and the autonomy to shape how our team uses it.
- A collaborative team culture focused on modernizing software that drivers, parents and school districts rely on every day.
BusPlanner Waterloo, Ontario, CAN Office
245 Bathurst Dr, Waterloo, Ontario, Canada, N2V 2E4
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