Technical Account Support Specialist

Role overview This remote, Canada-based role focuses on being the primary technical point of contact for escalated customer cases involving a cloud-based video security and operational insights platform. The position combines hands-on troubleshooting of software and hardware issues with project management and cross-team collaboration to expand customer relationships and improve service delivery.

Responsibilities - Serve as the main technical contact for escalated support cases and deployment issues across customer accounts. - Diagnose and resolve software and hardware problems through customer-facing platforms, maintaining an always-on mentality for networked devices, cameras, and connected locations. - Develop and maintain project plans, timelines, and budgets, while tracking and reporting on delivery progress. - Participate in client meetings to review technical issues, gather feedback, and surface improvement opportunities. - Manage escalations end-to-end by coordinating with sales, customer success, product, engineering, and product teams to resolve complex issues. - Identify trends, knowledge gaps, and process gaps to reduce future escalations, staying current on industry practices and technologies.

Requirements - Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. - 1-3 years in technical account management, customer success, or technical support roles in a client-facing capacity. - Strong technical foundation across hardware, software development, architecture, infrastructure, and networking. - Proficiency with CRM software and other industry-standard IT tools. - Excellent communication, presentation, and interpersonal skills, with the ability to prioritize and manage multiple tasks. - Strong project management and reporting skills; must be a Canadian citizen or eligible to work in Canada and able to pass a criminal records check.

Nice to have - Background spanning sales, customer success, product, and engineering collaboration. - Proactive mindset for getting ahead of issues rather than only reacting.

Benefits and work setup - Remote work within Canada, permanent full-time schedule. - Fully paid health and dental coverage with no waiting period, plus a health spending account. - Monthly reimbursement for fitness, wellness, or mental health programs. - Meaningful equity for full-time permanent employees, with advancement tied to contribution and initiative.