Software Technical Support jobs

Company Overview
TORQ is a North American digital solutions agency specializing in PIM/MDM delivered on the Pimcore platform.

We help organizations unify and operationalize their product content, digital assets, ecommerce data, and transactional systems. Our fully onshore team architects and delivers solutions on enterprise-grade platforms that power seamless digital experiences, drive operational efficiency, and support long-term growth. Whether you're building a centralized PIM/DAM foundation, launching a high-performance eCommerce site, or integrating legacy systems, TORQ partners with our clients to bring the technical precision and flexibility to make it happen.

Our Passion
At TORQ, we exist to make our clients' lives better — by simplifying complexity, delivering measurable outcomes, focusing on the ROI of our clients, and building long-term digital foundations that grow with their business.

Our Niche
We're the go-to implementation partner for Pimcore implementation.

Our Core Values

• We Act with Purpose – We prioritize traction and results in every initiative, keeping projects focused on delivering real business value.
• Continuous Improvement – We iterate, learn, and refine — always raising the bar.
• High Ownership – We take responsibility for the outcome, not just the task.
• Solution Focused – We lead with answers and adapt to challenges.
• Professional – We bring clarity, consistency, and respect to every engagement.

Role Summary
As a Senior Solutions Consultant, you are the trusted bridge between our clients and our delivery team. You'll lead client engagements from kickoff through go-live — uncovering business needs, translating them into clear requirements, configuring our platforms to meet those needs, and guiding clients confidently through delivery and adoption.

You aren't a developer, but you are deeply technical: comfortable with data models, APIs, integrations, and platform configuration. You think like a business analyst, plan like a project manager, and communicate like a customer success leader — and you're excited to grow into a true Pimcore expert. You'll be the face of TORQ to many of our clients, the person they trust to give them straight answers and a clear path forward.

Location
We're headquartered in Charlottetown, PEI, but we'll consider remote arrangements within the Maritime provinces for strong candidates.

Key Responsibilities

• Client Discovery & Requirements: Lead workshops with client stakeholders to uncover business goals, current-state pain points, and desired outcomes. Translate what you hear into clear, structured requirements.
• Functional Design: Produce specifications, data models, and acceptance criteria that the delivery team can build against without ambiguity.
• Platform Configuration: Configure Pimcore (data classes, fields, layouts, perspectives, workflows, permissions) and adjacent platforms to meet client needs — leaning on out-of-the-box capability before custom development.
• Project Delivery: Own scope, timeline, budget, and stakeholder communication for your engagements. Run the cadence — standups, sprint reviews, status reports — and keep things moving.
• Expectation Management: Be the single point of contact clients trust when trade-offs need to be made, scope shifts, or hard conversations are needed.
• Cross-Functional Collaboration: Partner with developers and architects to estimate, validate, and demo solutions.
• Adoption & Training: Lead UAT, deliver client training, and support go-live so the work we ship actually gets used.
• Continuous Improvement: Capture learnings, contribute to our delivery playbooks, and help raise the bar for how we run engagements.

Day-to-Day Work

• Run discovery workshops, demos, and working sessions with clients ranging from mid-market to enterprise.
• Document requirements, user stories, process flows, and data models.
• Configure Pimcore objects, fields, layouts, perspectives, and workflows.
• Build delivery plans, manage backlogs, run sprint ceremonies, and track progress.
• Translate technical concepts into business language for non-technical clients — and translate business needs into technical context for our dev team.
• Review developer output against requirements before it reaches the client.
• Lead UAT, capture feedback, and triage issues with the delivery team.
• Manage scope, change requests, and project communications.
• Build and maintain strong relationships with key client stakeholders.
• Stay current on Pimcore and the broader PIM/DAM/eCommerce landscape.

Technologies
You'll work day-to-day in Pimcore (we'll teach you), alongside tools like Linear, Slack, Claude, Postman, and Git (read access to inspect what the team is shipping). Familiarity with relational databases (SQL), REST APIs, JSON/XML, and general web architecture is highly valuable. You won't be writing application code, but you should be able to read enough of it to understand context and ask the right questions. You will also be encouraged to experiment solutions using AI tools to validate concepts with clients and the delivery team.

Requirements / What you bring

5+ years of relevant experience, from either:

• Agency/consulting side: client-facing consulting, business analyst, project management, customer success, or solutions roles; or
• In-house side: operational ownership of PIM, product data, or digital commerce platforms — leading internal implementation projects, managing vendors, and partnering with cross-functional stakeholders.
• Demonstrated experience leading software implementation projects from discovery through go-live.
• Strong technical fluency: comfortable reasoning about data models, APIs, integrations, and platform configuration.
• Excellent written and verbal communication; able to run workshops and present confidently to senior client stakeholders.
• Skilled at managing scope, expectations, and competing priorities across multiple concurrent engagements.
• Familiar with Agile delivery and tools like Jira / Confluence / Linear.
• Curious, self-directed, and energized by the idea of developing deep platform expertise over time.

Bonus

• Platform Configuration: Configuring enterprise PIM software (data models, taxonomies, attribute management) and adjacent platforms to meet client needs — leaning on out-of-the-box capability before custom development.
• Experience configuring (rather than developing on) enterprise platforms.
• Knowledge of product information, digital asset, or master data workflows.
• Background in ecommerce, retail, manufacturing, or distribution.
• PMP, PMI-ACP, CBAP, or similar certifications.
• Comfort with SQL, REST APIs, or light scripting.
• Pre-sales or solution-scoping experience.
• Following the evolution of LLM/AI technology and staying abreast of the patterns and best practices emerging in the technology.

What Success Looks Like

• Clients trust you as their go-to expert and advocate.
• Projects are delivered on time, in scope, and on budget.
• You build deep Pimcore expertise within your first year.
• Requirements you produce are clear, complete, and lead to clean implementations the first time.
• The delivery team ships faster and with less rework because of the clarity you bring.
• Clients renew, expand, and refer because of the experience you create.

If you're ready to take your career to the next level and make a significant impact in a growing company, apply now to join TORQ as our Senior Solutions Consultant!

Pay: $90,000.00-$125,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Paid time off
• Vision care
• Wellness program
• Work from home

Application question(s):

• Have you ever had a role where you needed to communicate directly with clients and/or stakeholders?
• Have you led software implementation projects from discovery through go-live?
• Are you located in Prince Edward Island?
• Are you located in Atlantic Canada?

Work Location: Hybrid remote in Charlottetown, PE C1A 4B3