Technical Customer Support | Hardware + Software | AI Tools | Hybrid

Our client is a fast-growing Toronto-based cleantech startup building AI-powered energy management software and IoT hardware for large commercial and industrial facilities. Their platform helps clients monitor, predict, and reduce energy consumption in real time — combining smart sensor devices with an AI-driven portal used by energy managers across North America.

As their Customer Support Specialist, you’ll be the primary point of contact for B2B clients — troubleshooting software and hardware issues, managing support operations end-to-end, and owning the AI-powered knowledge base that drives self-serve resolution. This is a high-ownership role where your work directly shapes the client experience at a company that genuinely cares about customer success.

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Advantages
Work on high-impact sustainability initiatives with real-world environmental outcomes
Exposure to cutting-edge technologies in IoT, SCADA, and energy systems
Competitive compensation package with potential equity participation
Comprehensive health, dental, and vision benefits
Hybrid work model with strong work-life balance support
Access to on-site facilities such as a gym

Responsibilities
Client Support & Technical Troubleshooting

• Serve as the first point of contact for B2B clients with software, hardware, and IoT device issues — including the data Track portal, Demand Response, and pTrack programs

• Diagnose and resolve field issues: device disconnections, network misconfigurations, missing sensor data after installation, and portal access problems

• Escalate complex issues to engineering with thorough documentation of symptoms, steps taken, and relevant device details

• Coordinate with utilities on behalf of clients to obtain portal access, retrieve interval data, and arrange site visits or KYZ pulse installations

• Act as the liaison between clients and internal technical teams throughout the full resolution lifecycle

Ticketing, Operations & Onboarding

• Own and manage the Intercom ticketing system — triage, categorize, assign, and resolve within defined SLA targets

• Support new customer onboarding: create portal accounts, configure access credentials, and walk clients through the data Track platform

• Process portal access requests including adding users, managing permissions, and resolving login issues

• Coordinate hardware shipments to client sites, monitor delivery status, and manage missed deliveries and reshipments

• Execute routine data hygiene tasks in Hub Spot and Click Up — keeping contact records and project statuses accurate

AI Knowledge Base, Documentation & Reporting

• Own the Intercom AI assistant knowledge base — build, maintain, and continuously improve it to enable automated self-serve resolution

• Keep the knowledge base current with new product updates, known issues, and bug fixes

• Develop and improve internal troubleshooting guides, resolution playbooks, and step-by-step support documentation

• Compile quarterly reports on recurring support issues — identifying trends, root causes, and patterns with actionable recommendations for product and engineering teams

Qualifications
Must-Have

• 2+ years of experience in a technical customer support role

• Startup, SaaS, or fast-paced tech environment background — large enterprise or BPO experience alone will not be a fit

• Genuine, demonstrable AI tool proficiency — daily use of Claude, Gemini, or ChatGPT is expected and tested in the interview

• Comfortable troubleshooting both software and hardware issues; hardware-leaning background is preferred

• Hands-on experience with customer support tooling:
Intercom, Zendesk, or equivalent

• Working knowledge of Excel — data cleanup, error identification, and structured reporting

• Strong written and verbal English communication skills

Nice-to-Have

• Background or genuine interest in energy, cleantech, utilities, or IoT/building management technology

• Experience with Hub Spot, Click Up, or Jira

• Technical writing ability: SOPs, FAQs, knowledge base articles

• Engineering or computer science degree or equivalent technical education

Summary
Our client is a fast-growing Toronto-based…