Technical Support Analyst

Montreal, Quebec, Canada

ONESPAN is a global leader in delivering trust, security, and business productivity solutions to the digital market. ONESPAN develops next generation technologies that enable more than 10,000 customers in 100 countries in financial, enterprise, government, health care and other segments to achieve their digital agenda, deliver an enhanced customer experience and meet regulatory requirements. More than half of the top 100 global banks rely on ONESPAN solutions to protect their online, mobile and ATM channels. ONESPAN’s solutions combine to form a powerful trust platform that empowers businesses by incorporating identity, fraud prevention, electronic signatures, mobile application protection and risk analysis.

OneSpan is looking for a Application Support Analyst  for our e-signature solution to provide support to our  customers.  

Job Duties and Responsibilities:

  • Ensure that all Incidents received are recorded in the ticket tool
  • Identify nature of tickets based upon reported symptoms and categorization rules
  • Assign priority to tickets based upon impact to the users and the SLA guidelines
  • Provide first-line investigation and diagnosis of all incidents
  • Document troubleshooting steps and resolution details
  • Create, submit and maintain knowledge articles (FAQ, Q&A, KB, …)
  • Responsible for communication, keeping customers informed about their ticket status at agreed intervals
  • Associate tickets with other records (i.e. Enhancement request, R&D tickets, emails, Knowledge Articles, Known Errors, etc.)
  • Escalate Major Incidents to the Incident Manager
  • Delegates responsibility by assigning tickets to the appropriate escalation line for resolution
  • Performs post-resolution customer review to ensure that all work services are functioning properly and all ticket documentation is complete
  • Proactively escalate tickets at risk of breaching Service Level Agreement, to the Incident Manager
  • Provides user with training and assistance on secure use of our applications and systems
  • Ensures protection of customer systems and information at all times
  • Position could include shift work and/or on-call duties



  • Bachelor in Computer Science or equivalent 
  • 1+ years’ experience in a Customer/Technical environment 
  • Windows – MS Office 
  • Networking Knowledge 
  • Strong communication skills (written/spoken) 
  • Well-organized with attention to detail 
  • Good customer-approach/very customer-centric
  • The more of the following, the better:
    • Operating Systems (Linux, Mac OS X, …) 
    • Programming Languages (JAVA, C#, …) 
    • Scripting (XML, HTML, JSON, CSS, XSLT, …) 
    • Databases (Oracle, MariaDB, MS SQL, …) 
    • Servers (Websphere, Apache, Weblogic, JBOS, …) 
    • Mobile development (Android, iOS) 


  • ITIL-Foundation 
  • Webservices (SOAP, REST, Groovy)
  • Languages other than English 

 Note: Shift work, hours to be confirmed. May involve on-call rotation