Technical Support Specialist

Role overview

Remote position for a Technical Support Specialist serving as the frontline connection between customers and the company, helping users get maximum value from a B2B SaaS platform. The role blends technical troubleshooting, clear client communication, and product expertise in a fast-paced environment. It partners closely with Customer Success, Product, and Engineering to resolve issues, improve user experience, and contribute to ongoing product and process improvements.

• - Deliver technical and product support across ticketing systems, help centers, CRM tools, phone, and email.
• - Maintain deep subject-matter expertise on products, services, and industry standards through continuous learning.
• - Collaborate with Customer Success, Product, and Engineering to address customer needs and feed insights back into product improvements.
• - Contribute to customer-facing resources such as knowledge base articles, FAQs, newsletters, and training documentation.
• - Participate in testing and feedback for new product features and releases.
• - Track and resolve open issues with transparent communication and consistent follow-up.

• - 3+ years of experience in customer support, customer success, or technical support roles.
• - Strong communication, problem-solving, and interpersonal skills with a team-oriented, accountable attitude.
• - Experience supporting SaaS or B2B software platforms with solid product and technical understanding.
• - Proficiency with support tools such as Salesforce Service Cloud and Jira, plus CRM systems like Salesforce or Hub Spot.
• - Demonstrated success creating or improving knowledge base content, FAQs, or user documentation.
• - Ability to manage multiple support cases simultaneously while maintaining quality.

• - Background in training delivery (live or virtual) and developing self-service resources.
• - Experience collaborating with Product or Engineering teams on feature testing and customer insights.
• - Certifications or coursework in customer support, ITIL, or help desk systems.
• - Comfort delivering remote or live training via tools such as Microsoft Teams or Zoom.

• - Comprehensive health coverage starting on day one of employment.
• - 401K (US) or RRSP (Canada) with employer matching, eligible after 90 days and immediately vested.
• - Flexible, uncapped paid time off and a generous holiday schedule.
• - 12 weeks of paid parental leave for all employees.
• - Monthly remote work stipend for phone and internet.