Technical Support Representative - Pacific Time Zone

Role overview Provide frontline technical support for a SaaS platform that helps businesses design, send, and measure internal email campaigns inside Outlook and Gmail. Working remotely on Pacific Time hours, this role partners with Success, Implementations, Product, and Engineering to resolve customer issues quickly and turn insights into product improvements.

Responsibilities - Respond to customer inquiries through Zendesk, resolving product questions and email-delivery issues quickly and empathetically. - Escalate complex technical concerns to the appropriate internal teams and follow through to resolution. - Identify patterns in support tickets and share insights, lessons learned, and improvement ideas across the team. - Build trust and rapport with customers through friendly, professional, and helpful communication. - Work cross-functionally to gather knowledge and package it into accessible documentation for the broader team. - Maintain accurate, well-updated tickets that capture issues, resolutions, and trends to inform data-driven decisions.

Requirements - At least 1 year of professional experience in Technical Support, Customer Service, Implementation, or Success, preferably in a SaaS environment troubleshooting business end users. - Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly. - Resourceful, tenacious problem-solver who is comfortable working independently and leaving no stone unturned. - Highly organized and detail-oriented, with a strong commitment to accuracy in ticket documentation. - Patient, personable, and team-oriented, with a good sense of humor. - Comfortable working Pacific Time Zone hours in a fully remote setting.

Nice to have - Hands-on experience managing or troubleshooting email platforms and external sending, including Outlook and Gmail configuration and connectivity. - Familiarity with web-based support tools such as Zendesk, Linear, and Notion. - Experience using AI tools, including effective prompting and interpretation of AI-generated responses. - Working knowledge of HTML and JSON analysis.

Benefits and work setup - Base salary range of $55,000–$65,000 CAD, calibrated to experience, skills, and internal equity. - 100% employer-paid benefits plus a Health Spending Account from day one. - Generous vacation package, five health days per year, a personal day, a paid volunteering day, and a birthday off. - Stock option plan, personal development budget, and the option to work from anywhere in the world for up to 4 weeks per year. - Fully remote, backfill position supporting Pacific Time Zone customers.