Software Specialist, Support

Job Description

Job Title: Software Specialist, Support II (Intermediate). Location: Remote, United States (Occasional travel to Burnaby, BC, Canada and limited travel within the U.S.)

This position supports early-stage quantum developers and does not require prior quantum computing experience, as full training is provided.

Responsibilities:

• Develop in-depth knowledge of D-Wave software tools and quantum cloud services
• Support customer issues ranging from system-level behavior to application-level development
• Triage, troubleshoot, escalate, and resolve customer support requests
• Collaborate closely with internal development and science teams
• Manage and administer internal and external customer accounts
• Ensure correct system access, permissions, and configurations
• Create, maintain, and improve internal documentation
• Contribute to customer-facing knowledge base articles
• Participate in cross-functional projects to improve support workflows
• Support flexible working hours during high-demand periods
• Join an on-call rotation after completing training to handle urgent issues

Qualifications:

• Bachelor’s degree in computer science, engineering, mathematics, science, or a related technical field, or equivalent professional experience
• At least 2 years of experience in customer-facing software support, technical operations, or application support roles
• Strong interest in technology, with curiosity in software, math, physics, or engineering
• Ability to work independently and collaborate effectively within a team
• Strong written and verbal communication skills;
• Experience contributing to process improvements and quality initiatives
• Intermediate programming skills, preferably in Python
• Ability to debug and understand code written by others
• Ability to pass background checks and work with secure systems;
• Availability to support customers across North American time zones
• Willingness to travel to the Burnaby, BC office at least twice per year
• Occasional travel to U.S. customer sites as needed

Preferred:

• Familiarity with Linux environments
• Experience supporting cloud-based service platforms
• Experience with tools such as ZenDesk, PagerDuty, and Atlassian products

Benefits and Compensation:

• Competitive base salary with equity and bonus opportunities
• Base pay range: USD 90,880 to 136,320 per year
• Company ownership opportunities
• Comprehensive benefits and perks package;
• Professional growth, training, and career development support

Final compensation is based on experience, skills, and role level. Full details are reviewed during the interview process.

Inclusion and Equal Opportunity: D-Wave values diversity and inclusion and is committed to equal employment opportunities for all applicants; Employment decisions are made without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or any other protected characteristic.