Technical Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Engage directly with customers through the Support Center.

• Assess a wide variety of support tickets.

• Enhance support processes for better efficiency.

• Hold regular check-ins with Product and Customer Success teams.

• Assist both new and existing customers in utilizing the product effectively.

• Analyze intricate customer issues.

• Support companies in reaching their business objectives.

• Deliver assistance via email and live chat.

• Advocate for product enhancements based on customer feedback.

• Utilize Zendesk for ticketing, Linear for bug tracking, Zapier for workflow automation, Notion and Slack for collaboration, as well as Zoom or Roam for pairing and video conferencing.

⛳️ Requirements

• Must be based in Canada.

• Working hours should align with Central or Mountain time zones.

• Availability for rotating weekend support coverage.

• Experience in a technical support or customer-facing role.

• Familiarity or comfort with providing live channel support.

• Basic understanding of programming concepts, including APIs, variables, if-else statements, and loops.

• Knowledge of Javascript is a plus.

• Exceptional written and verbal communication skills.

• A self-starter attitude is essential.

• Previous experience in a SaaS company or a solid understanding of technical platforms.

• Ability to thrive in a fast-paced, team-oriented environment.

• Experience in the Marketing Automation industry or supporting email marketing/business communication tools is advantageous.

• Final candidates will be required to undergo a background check and employment verifications.

🏝️ Benefits

• Comprehensive coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.

• 16 weeks of paid parental leave.

• Unlimited paid time off (PTO).

• Stipends available for remote work and wellness expenses.

• Budget allocated for professional development.

• Opportunities for career advancement across Engineering, Product, and Customer Success teams.