Technical Support Representative

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Representative based in Canada.

As a Technical Support Representative, you’ll be a key point of contact for customers using a mission-critical SaaS platform. You’ll combine technical troubleshooting with strong customer service skills to diagnose issues, resolve problems, and help users get the most value from their software. You’ll manage inbound support requests while balancing urgency, service levels, and customer satisfaction. The role also involves collaborating with engineering, client success, and internal subject matter experts to resolve complex issues effectively. You’ll have opportunities to contribute to platform adoption, customer education, knowledge sharing, and continuous process improvement. This is a remote-first opportunity in a globally connected environment where autonomy, collaboration, and meaningful customer impact are highly valued.

• Respond to and triage inbound support tickets, performing initial diagnosis and prioritizing requests according to severity, urgency, and applicable service-level agreements.
• Troubleshoot common SaaS configuration, workflow, reporting, and platform-related issues, resolving customer problems independently whenever possible.
• Escalate complex or unresolved technical issues to appropriate subject matter experts with clear documentation of troubleshooting steps, findings, and relevant customer context.
• Maintain accurate and timely ticket notes, status updates, and documentation within the ticketing system to support reporting, KPI tracking, and knowledge continuity.
• Communicate proactively and professionally with customers at all levels, ensuring that technical problems are clearly understood and addressed through a solution-oriented approach.
• Test fixes and solutions provided by engineering teams and incorporate validated changes into customer environments where appropriate.
• Support customers in adopting new platform features through upgrades, configuration changes, training, instructions, and technical documentation.
• Build strong working relationships across customer success, engineering, support, and other internal teams to strengthen collaboration and customer outcomes.
• Contribute to continuous improvement initiatives across the support organization by identifying opportunities to improve processes, documentation, workflows, and service quality.
• Participate in team huddles, training sessions, knowledge-sharing activities, and process improvement discussions.
• Meet individual and team KPIs related to ticket volume, response times, resolution quality, and customer satisfaction.
• Travel occasionally when required, with expected travel of less than 10%.

Requirements

• A Bachelor’s degree in Technology, Engineering, Science, Mathematics, or another STEM-related field is required.
• At least 1–2 years of experience in customer-facing technical support, SaaS support, or a similar technical customer service environment is required.
• Strong written and verbal communication skills are essential, with the ability to explain technical concepts clearly to users with varying levels of technical expertise.
• Demonstrated ability to learn new software platforms quickly is important, while previous exposure to SaaS, CRM, grants management, or similar business applications is an advantage.
• Strong troubleshooting instincts are required, including the ability to isolate problems, test hypotheses, identify potential causes, and document findings clearly.
• Excellent organizational skills and attention to detail are essential when managing multiple concurrent support requests and maintaining accurate case information.
• A strategic mindset combined with strong tactical execution is important, with a demonstrated commitment to maintaining high levels of customer satisfaction and retention in a fast-paced environment.
• Comfort working in a metric-driven environment and consistently meeting individual and team performance expectations is required.
• Basic understanding of cloud and SaaS terminology is required, along with fundamental knowledge of databases and SQL, including the ability to read basic queries, understand table relationships, and support simple data troubleshooting.
• Familiarity with data storage concepts, including data types, field mappings, and how i