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.

Responsibilities - 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.

Requirements - 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 HubSpot. - Demonstrated success creating or improving knowledge base content, FAQs, or user documentation. - Ability to manage multiple support cases simultaneously while maintaining quality.

Nice to have - 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.

Benefits and work setup - 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.