Premium Support Advisor

Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower.

The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day.

We call it the Docebo Heart
: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

As our Premium Support Advisor, your mission is to be the ultimate customer champion, ensuring our top-tier clients experience seamless, world-class support. You will serve as a strategic partner to our Premier, Advantage, and Essential accounts, proactively tackling technical challenges and elevating customer satisfaction at every touchpoint. By blending your technical prowess with exceptional communication, you'll not only resolve complex issues but also shape the future of our product by turning customer feedback into actionable insights.

Get ready to collaborate with dynamic cross-functional teams and make a tangible impact on how our VIP clients achieve their learning goals!

• Deliver VIP Service: Serve as the primary support contact for assigned Premium clients, conducting ticket reviews to identify trends and ensure swift resolution of issues.

• Collaborate Across Teams: Work closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership to maximize customer satisfaction and retention.

• Master Multi-Channel Support: Provide adaptable, top-tier technical support via phone, video, email, and chat, meeting clients exactly where they prefer to communicate.

• Investigate and Innovate: Diagnose complex software application issues to find root causes, propose tailored solutions, and elevate crucial concerns directly to the Product team.

• Shape the Product: Partner with Product and Support Management during new feature rollouts to share vital client insights and feedback that enhance service delivery.

• Document for Success: Maintain meticulous records of customer environments, troubleshooting processes, and interactions to boost team knowledge sharing and response effectiveness.

• Own the Outcome: Autonomously manage customer issues through to full resolution, skillfully handling escalations and prioritizing your workload based on urgency and business impact.

• Experience that Counts: You bring a Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience), along with a minimum of 3.5 years in SaaS technical support.

• Technical Wizardry: You possess strong technical aptitude with a proven track record of autonomously troubleshooting and resolving complex software applications.

• Toolbox Mastery: You are highly proficient in navigating industry-leading SaaS support tools, specifically Zendesk, Salesforce, Slack, and JIRA.

• Exceptional Communicator: You boast excellent verbal and written communication skills, allowing you to effectively convey complex technical concepts to diverse technical and non-technical audiences.

• Customer-Centric Mindset: You exhibit strong customer-centered behaviors, a self-starter attitude, and a proactive approach to finding innovative solutions to complex challenges.

• Collaborative Spirit: You thrive in…