Job Title: Product Support Specialist

Team: Development

Location: On-site - Edmonton, AB
Reports to: Manager - Innovation Hub

Status: Full Time Permanent

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OUR MISSION

Because of the life-changing gospel of Jesus Christ, Hope Mission exists to serve the physical, emotional, and spiritual needs of those in search of help, healing, and hope.

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Hope Mission is a Christian rescue mission that has served the hungry, hurting, and homeless across Alberta since 1929. Through emergency shelters, housing supports, addiction recovery, youth programs, and community outreach, we exist to serve, strengthen, and uplift men, women, youth, and children through the life-changing Gospel of Jesus Christ.

Hope Mission believes that everyone deserves an opportunity for life change. Therefore, we aspire to be a leader and example of a faith-based organization that diligently serves, strengthens, uplifts, and shares hope with vulnerable men, women, youth, and children in the name of Jesus Christ, in communities at home and abroad.

About the Innovation Hub: 

The Innovation Hub is Hope Mission's internal problem-solving team. We build the tools our frontline staff use every day - case management workflows, intake systems, data dashboards, and program-specific applications that help our teams serve people more effectively. We work agent-first, using modern AI coding agents to ship and maintain custom tools faster than traditional development allows, in close partnership with the ministry teams who use what we build.

About the Role: 

The Product Support Specialist is the first point of contact for the products the Innovation Hub builds for Hope Mission ministries. You will receive incoming bug reports and feature requests from ministry stakeholders across our programs, triage and prioritize them, work alongside our Forward Deployed Engineers (FDEs) to get them resolved, and help shape the systems and processes that keep our products reliable as the Innovation Hub grows.

What you'll do:

• Receive bug reports and feature requests from Hope Mission staff across our programs, and serve as their primary point of contact.
• Triage incoming issues — reproduce bugs, gather context and screenshots, assess impact and urgency, and route work to the right FDE.
• Partner with FDEs on resolution, including hands-on development using AI coding agents (Claude Code) under FDE guidance, with responsibility growing over time.
• Help define and improve the systems the Innovation Hub uses for intake, triage, prioritization, delivery, and post-launch maintenance.
• Communicate clearly with users about status, timelines, workarounds, and resolutions — translating between technical and non-technical audiences.
• Maintain internal documentation: known issues, FAQs, runbooks, release notes, and onboarding materials for new staff users.
• Collaborate with the broader Innovation Hub team on strategy for client project development, delivery, and long-term maintenance.

What We're Looking For:

Required:

• Personal alignment with Hope Mission's Christian faith and mission, and a desire to use your work to serve vulnerable people in our community. 
• Comfort with technology and a strong appetite to learn. You don’t need a computer science degree, but you should be able to read code, follow technical conversations, and pick up new tools quickly.
• Some technical foundation — for example, hands-on experience with AI coding agents, familiarity with web development concepts (HTML/CSS/JavaScript, APIs, databases), QA or technical support experience, or a related self-taught background.
• Strong written and verbal communication. You can take a vague complaint from a frontline staff member and turn it into a clear, actionable ticket.
• A service mindset. You see support as meaningful work, not a stepping stone to escape from.
• Organized and able to manage multiple incoming requests without dropping the ball.
• Eligible to work in Canada and able to work on-site in Edmonton.

Nice to have:

• Direct experience building with AI coding agents (Claude Code, Cursor, GitHub Copilot, or similar).
• Familiarity with ticketing or project management tools such as ClickUp
• Prior experience in software development, QA, technical support, or IT helpdesk.
• Experience working in nonprofit, social services, or faith-based organizations.

Why Join Us:

• Your work directly supports the staff who are caring for some of the most vulnerable people in our city, every day.
• You'll work on a small, mission-driven team using modern agent-first development practices.
• Learn industry best practices for developing software.
• Be part of an organization with nearly a century of history serving Edmonton and Alberta.

Other Requirements:

• Being a Christian Organization we require our employees to be in agreement and sign the Hope Mission Statement of Faith.
• Cover letter stating why you would like to work in a Christian organization.
• Must be legally entitled to work in Canada on a full-time basis.
• Able to provide Criminal Record Check with a Vulnerable Sector Search and a Child Intervention Record Check
• A letter of reference from a ministry or church is an asset
• Adherence to Hope Mission’s policies and procedures

We thank all applicants for their interest; however, only those selected for an interview will be contacted.