About the Opportunity
A fast-growing software company is seeking a technically-minded Customer Support Specialist to join its expanding Customer Support team. As the business continues to grow, delivering an exceptional customer experience remains a top priority.
The Customer Support team plays a critical role in ensuring customers receive fast, accurate resolutions while working closely with Product and Engineering teams to continually improve the platform.
This is an opportunity to join a collaborative, high-growth environment where your contribution will have a direct impact on customer satisfaction and product quality.
About the Role
This is not a traditional customer service or call centre role.
We're looking for a technically-minded Customer Support Specialist who enjoys troubleshooting software issues, investigating problems, and helping customers resolve technical challenges quickly and effectively.
You'll own support tickets from initial investigation through resolution, working closely with Product and Engineering teams to reproduce bugs, identify root causes, and ensure customers remain informed throughout the process.
This is a fast-paced, high-volume role where technical curiosity, attention to detail, and customer communication are equally important.
Key Responsibilities
- Own the full support ticket lifecycle, from intake through investigation, resolution, and follow-up.
- Troubleshoot software bugs and technical issues across the platform.
- Investigate customer-reported issues and reproduce bugs for Engineering.
- Prioritise and triage incoming support requests based on severity and business impact.
- Maintain a well-organised support queue while meeting response and resolution targets.
- Communicate proactively with customers throughout the support process.
- Create and maintain troubleshooting guides, runbooks, and internal documentation.
- Identify recurring issues and provide feedback to Product and Engineering teams.
- Partner closely with the Customer Success team to proactively identify accounts at risk.
- Help improve support processes, tooling, and documentation as the business continues to scale.
What We're Looking ForEssential
We're looking for professionals who can demonstrate:
- 2+ years' experience in Technical Support, Product Support, Application Support, or Software Support.
- Experience supporting SaaS or software platforms.
- Strong troubleshooting and root cause analysis skills.
- Comfortable reading logs, error messages, and technical outputs.
- Experience working with ticketing systems such as Zendesk, Intercom, Jira, Freshdesk, or similar.
- Excellent written and verbal communication skills.
- Strong documentation skills with experience creating knowledge-base articles or troubleshooting guides.
- Ability to manage multiple priorities within a high-volume support environment.
- Experience collaborating with Product and Engineering teams.
- A proactive mindset with strong ownership and attention to detail.
Highly Desirable
Experience supporting one or more of the following:
- SaaS platforms
- AI-powered software
- Sales Technology
- CRM platforms
- HR Technology
- Recruitment Technology
- Marketing Technology (MarTech)
- FinTech
- Audio or video software platforms
- API integrations
You'll Thrive in This Role If You
- Enjoy solving technical problems.
- Take ownership until issues are fully resolved.
- Communicate clearly, even during high-pressure situations.
- Enjoy working closely with software engineers.
- Like improving systems and processes rather than simply following them.
- Are naturally curious and enjoy investigating complex issues.
- Take pride in delivering an exceptional customer experience.
What Success Looks Like
- Fast first-response and resolution times.
- Low ticket re-open rates through high-quality problem resolution.
- Clear, reproducible bug reports that help Engineering resolve issues efficiently.
- Customers who feel informed, supported, and confident throughout the support process.
- Well-maintained documentation and knowledge-base content that improves self-service.
- Recurring issues identified early and translated into product improvements.
Why Join?
- Fully remote role within Canada.
- Competitive salary.
- Join a fast-growing software company where your contribution has a visible impact.
- Work closely with Product, Engineering, and Customer Success teams in a highly collaborative environment.
- Opportunity to help shape and improve the Customer Support function as the business continues to scale.
- Entrepreneurial culture with genuine opportunities for professional growth.
Pay: $50,000.00-$57,000.00 per year
Work Location: Remote
