Software Specialist, Support II (Intermediate)

About the role

D-Wave is seeking a Software Specialist, Support II to join our world-class team, helping customers push the boundaries of innovation using our practical quantum computing systems.

In this role, you will collaborate with our development teams to support a global customer base as we continue to advance our technology. You will be a trusted point of contact for customers, leveraging your strong problem solving and communication skills to assist them in developing quantum applications through our Leap™ quantum cloud service. This is a unique opportunity to support the first generation of quantum developers!

You’ll be part of a team of smart, curious computer scientists and support specialists who are passionate about helping customers access and utilize our quantum computers. The team works diligently to ensure that our systems are reliable, well maintained and operate smoothly. 

This role is ideal for an enthusiastic, thoughtful, and resourceful problem solver who thrives on navigating a diverse technical stack and engaging with both internal stakeholders and external users. Prior experience in quantum computing is not required—we provide comprehensive training. What’s essential is a passion for helping others and the ability to manage complex challenges with confidence.

What you'll do

• Develop a broad knowledge of D-Wave’s software tools to support customer issues ranging from low-level system behavior to high-level application development
• Triage, troubleshoot, escalate, and resolve customer support requests in close collaboration with internal development and science teams
• Administer internal and external customer accounts, ensuring accurate access and configuration
• Develop and maintain internal documentation and contribute to the customer-facing knowledge base
• Contribute to cross-functional projects and help strengthen collaboration between the Support team and technical teams
• Adapt to flexible working hours during busy periods, as needed
• After completing training, participate in an on-call rotation to address high-priority or time-sensitive issues

Required Qualifications

• Bachelor’s degree in computer science, science, math, or engineering, or related technical field, or equivalent professional experience
• 2+ years of experience in customer-facing software support, technical operations, or application support roles
• Passion for technology and a curiosity-driven mindset; background or strong interest in fields like math, physics, engineering, or software development
• Ability to work independently and to collaborate effectively within a team environment
• Strong organizational and communication skills (verbal and written)
• Experience contributing to process improvements and quality initiatives in a technical setting
• Intermediate programming skills (preferably in Python), with ability to debug and understand code written by others
• Ability to obtain and maintain required U.S. security clearances or to work on-site with highly secure systems (background check required)
• Flexibility to support teams and customers across North American time zones
• Willingness to travel to the company’s Burnaby, BC office at least twice per year; occasional travel within the U.S. to client sites may also be required

Bonus Qualifications

One or more of these additional qualifications is a plus:

• Familiarity with Linux
• Experience supporting a cloud service platform
• Experience using ZenDesk, PagerDuty, and Atlassian products

A D-Waver's DNA

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and points of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.

Our Compensation Philosophy is Simple but Powerful

We believe providing D-Wavers with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team. 

During the interview process, your Recruiter will review our total rewards (base, equity, bonus, perks, benefit, culture) offerings. The final offer is determined by your proficiencies within this level.   

Inclusion

We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields, to bright and motivated graduates eager to make their mark. Our diverse and innovative team will make you feel appreciated, supported and empower your career growth at D-Wave.

The Fine Print

No 3rd party candidates will be accepted

It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/provincial, local law. 

The base pay range for this role is:

90,880 - 136,320 USD per year (Remote, United States)