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What are the key skills and qualifications needed to thrive as an OneSpan Implementation Specialist?

To excel as an OneSpan Implementation Specialist, you typically need expertise in software deployment, integration, and a relevant degree in computer science or information technology. Familiarity with OneSpan Sign, APIs, and experience with digital security protocols or certifications such as CompTIA Security+ are highly valuable. Strong problem-solving abilities, communication skills, and a customer-focused mindset help professionals stand out in this role. These skills are crucial for ensuring secure, seamless implementation of e-signature solutions tailored to client needs.

What is OneSpan?

OneSpan is a company specializing in digital identity, authentication, and e-signature solutions. Their products help organizations securely manage digital transactions, prevent fraud, and ensure compliance with regulatory requirements. OneSpan's solutions are widely used in banking, financial services, insurance, and other industries that require strong security and trust in digital processes. Employees at OneSpan typically work in roles related to software development, cybersecurity, customer support, and sales, focusing on delivering secure digital solutions to clients.

What are some common challenges faced by professionals working at OneSpan, particularly in technical roles?

Professionals in technical roles at OneSpan often navigate the complexities of developing secure, scalable digital identity and authentication solutions for clients in highly regulated industries such as finance and government. A common challenge involves staying ahead of evolving cybersecurity threats while ensuring products meet strict compliance standards. Team members frequently collaborate across engineering, product, and customer success teams to deliver seamless solutions, which requires strong communication and adaptability. Additionally, balancing rapid innovation with the rigorous demands of security and reliability is a key aspect of the daily workflow.

What is the difference between Onespan vs Security Analyst?

AspectOnespanSecurity Analyst
CredentialsTypically requires certifications like CISSP, CISA, or vendor-specific security certificationsRequires certifications such as CISSP, GIAC, or CompTIA Security+
Work EnvironmentPrimarily in financial institutions, fintech, or online service providers focusing on authentication and fraud preventionIn various industries including finance, healthcare, and government, focusing on threat detection and security measures
Employer & Industry UsageUsed by companies implementing identity verification and fraud prevention solutionsEmployed by organizations to monitor, analyze, and respond to security threats

While Onespan specializes in identity verification and fraud prevention technology, Security Analysts focus on monitoring and responding to security threats across various industries. Both roles require security certifications, but Onespan professionals typically work with specific authentication solutions, whereas Security Analysts handle broader security incident management.

What are popular job titles related to Onespan jobs in Quebec? For Onespan jobs in Quebec, the most frequently searched job titles are:
What job categories do people searching Onespan jobs in Quebec look for? The top searched job categories for Onespan jobs in Quebec are:
What cities in Quebec are hiring for Onespan jobs? Cities in Quebec with the most Onespan job openings:
Onespan jobs near you
Infographic showing various Onespan job openings in Quebec as of August 2026, with employment types broken down into 84% Full Time, 8% Part Time, and 8% Temporary. Highlights an 50% Physical, and 50% Remote job distribution.

Spécialiste Produit - Product Specialist

OneSpan

Montreal, QC

Full-time

Re-posted 7 days ago

Job description

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.

OneSpan est à la recherche d'un(e) Spécialiste produit pour se joindre à son équipe à Montréal. Le ou la Spécialiste produit est responsable du traitement des cas de soutien de niveau 2 pour les produits et services OneSpan qui lui sont assignés, de manière professionnelle, courtoise et réactive. Les cas de niveau 2 ne peuvent généralement pas être résolus par les analystes ou spécialistes du soutien de niveau 1.

Le ou la Spécialiste produit travaille en étroite collaboration avec les autres spécialistes produits ainsi qu'avec l'équipe d'ingénierie (soutien de niveau 3) afin d'assurer une résolution rapide et efficace des incidents. Le poste est responsable du respect des ententes de niveaux de service (SLA) en matière de restauration et de résolution pour l'ensemble des incidents liés aux produits et services assignés.

De plus, le ou la Spécialiste produit est responsable de la création et du maintien d'une base de connaissances interne et externe afin d'offrir un service de soutien à la clientèle de calibre mondial.

En vous joignant à l'équipe du Soutien à la clientèle, vous ferez partie d'une équipe A-Class reconnue, engagée et déterminée à offrir un soutien technique de classe mondiale à nos clients. L'équipe est pleinement dédiée au succès de nos clients et a pour mission d'assurer une implantation rapide ainsi qu'une résolution efficace des problèmes, dans le plus grand respect et avec courtoisie.

Responsabilités principales

  • Offrir un soutien à la clientèle de calibre mondial, de façon professionnelle, courtoise et réactive
    • Analyser, investiguer et diagnostiquer les billets afin d'en assurer la résolution le plus rapidement possible
    • Effectuer des analyses et diagnostics spécialisés pour l'ensemble des billets
    • Valider la résolution avec les clients et fermer les billets assignés
    • Documenter les étapes de dépannage et les détails des résolutions
    • Escalader les incidents majeurs au gestionnaire des incidents
    • Escalader de façon proactive les billets à risque de non-respect des SLA/OLA
    • Escalader et prioriser les incidents non résolus vers le soutien de niveau 3
    • Agir à titre d'expert(e) de contenu (SME) pour les produits et services assignés
    • Développer et maintenir de façon proactive les connaissances liées aux produits et services assignés
    • Créer et soumettre des guides de dépannage pour le soutien de niveau 1
    • Créer et soumettre des articles de la base de connaissances
    • Partager l'expertise et les connaissances au sein de l'équipe mondiale de Soutien à la clientèle et des autres équipes OneSpan
    • Assurer le respect des normes opérationnelles mondiales, des procédures et des meilleures pratiques
    • Maintenir un fort focus produit
    • Assurer en tout temps la protection des systèmes et des informations des clients
    • Le poste peut inclure du travail par quarts et/ou des périodes de garde (on-call)

Exigences

  • Baccalauréat en informatique ou expérience équivalente
    • Plus de 5 ans d'expérience dans un environnement client ou technique
    • Environnement Windows – MS Office
    • Excellentes compétences en communication (écrite et orale)
    • Très bonne organisation et souci du détail
    • Forte orientation client
    • Services Web (API REST)
    • Scripting (XML, HTML, JSON, etc.)

Atouts supplémentaires

  • Langages de programmation (Java, C#)
    • Infrastructures infonuagiques (cloud)
    • Connaissance du français ou de l'espagnol (écrit et parlé)
    • Certification ITIL Foundation

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OneSpan is looking for a Product Specialist to join our team in Montreal. The Product Specialist is responsible for handling assigned OneSpan product(s) and services 2nd line support cases in a knowledgeable, courteous, and responsive manner. Second-line cases typically cannot be resolved by Support Analysts or Specialists (1st line).

The Product Specialist works closely with a team of Product Specialists and Engineering (3rd line) to provide timely resolution. This role is accountable for meeting restoration and resolution Service Level Agreements (SLAs) for all incidents related to assigned products and services. In addition, the Product Specialist is responsible for building and maintaining both internal and external knowledge bases to ensure a world-class customer support experience.

By joining Customer Support, you will be part of a valued A-Class team dedicated to delivering world-class technical support. The team is fully committed to customer success and ensures timely implementation and problem resolution in a professional and courteous manner.

Key Responsibilities

  • Deliver world-class customer support in a knowledgeable, courteous, and responsive way
    • Investigate and diagnose tickets to resolve issues as quickly as possible
    • Provide specialized investigation and diagnosis for all tickets
    • Verify resolutions with customers and close assigned tickets
    • Document troubleshooting steps and resolution details
    • Escalate Major Incidents to the Incident Manager
    • Proactively escalate tickets at risk of breaching SLA/OLA to the Incident Manager
    • Escalate and prioritize unresolved incidents to 3rd line support
    • Become the Subject Matter Expert (SME) for assigned product(s) and services
    • Proactively build and maintain relevant product and service knowledge
    • Create and submit 1st line troubleshooting guides
    • Create and submit knowledge base articles
    • Share knowledge within the Global Customer Support team and other OneSpan teams
    • Ensure compliance with global operational standards, procedures, and best practices
    • Maintain strong product focus
    • Always ensure protection of customer systems and information
    • Position may include shift work and/or on-call duties

Requirements

  • Bachelor's degree in Computer Science or equivalent
    • 5+ years of experience in a customer-facing or technical environment
    • Windows environment – MS Office
    • Strong written and verbal communication skills
    • Well-organized with strong attention to detail
    • Highly customer-centric approach
    • Web services (REST APIs)
    • Scripting experience (XML, HTML, JSON, etc.)

Nice to Have

  • Programming languages (Java, C#)
    • Cloud infrastructure experience
    • French or Spanish (written and spoken)
    • ITIL Foundation certification

Avis: Ce poste nécessite la maîtrise d'une langue autre que le français car vous serez en partenariat avec des clients internes et/ou externes hors du Québec.

Disclaimer: This position requires proficiency in a language other than French, as you will be working in partnership with internal and/or external customers outside Québec.

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