Customer Success

We are looking for a Customer Success & Support Specialist to join our Customer Success team. This is a role suited to someone who already has hands‑on experience supporting customers in a technical environment and is ready to take on more ownership, complexity, and customer‑facing responsibility. Keys to success in this role will be curiosity, patience, technical capability, and a natural ability to troubleshoot real‑world problems with real customers. Note: This position is based in Ottawa, ON, and requires working from the office. Who we are Epiphan Video manufactures and develops award‑winning AV hardware and cloud services used worldwide for live event production, lecture capture, video training, and usability testing. What you will do Troubleshoot technical issues: Diagnose and resolve AV, streaming, and basic networking issues via phone, email, and chat. You’ll handle signal flow problems, configuration issues, and workflow questions, escalating complex cases when appropriate. Guide customers proactively: Beyond reactive support, you’ll take a consultative approach to help customers optimize their setups and workflows, based on how they actually use our products. Own customer outcomes within your scope: You’ll take responsibility for seeing issues through to resolution, coordinating internally when needed, and ensuring customers feel supported and informed. Use and improve our tools: Work daily in HubSpot, Jira, and internal systems. You’ll provide feedback on processes, documentation, and tooling to help the team scale more effectively. Share knowledge internally: Translate customer feedback and technical learnings into clear insights for sales, marketing, and product teams. Over time, you may contribute to support documentation, training content, or internal enablement materials. Occasional travel: Once you are fully ramped, you may have opportunities to support trade shows or industry events a few times per year. Who you are Customer‑focused and calm under pressure: You understand that technical issues can be high‑stakes for customers and you communicate clearly, patiently, and professionally. Technically capable: You have hands‑on experience working with computers and a solid grasp of basic networking concepts. You don’t need to know everything, but you know how to troubleshoot logically. Confident but collaborative: You are comfortable making recommendations, asking clarifying questions, and pushing back respectfully when needed, while working closely with teammates. Accountable: You take ownership of your work and follow issues through, rather than treating support as ticket‑by‑ticket task execution. Growth‑oriented: You actively look to deepen your technical knowledge and improve how you support customers, and you are open to feedback. Must have 2+ years of experience in a customer‑facing technical support, customer success, or helpdesk role. Experience troubleshooting software, hardware, or networking‑related issues. Comfortable learning new tools and systems (CRMs, ticketing platforms, collaboration tools). Strong verbal and written English communication skills. Attention to detail and strong organizational habits. Nice to have Degree or diploma in a technical or related field. Experience with AV equipment, cameras, or live streaming platforms (OBS, YouTube, Facebook, etc.). Familiarity with HubSpot, Jira, or similar support tools. Experience writing internal or customer‑facing documentation. Exposure to cloud services, SaaS platforms, or device management tools. What We Offer Comprehensive Health and Dental Benefits Friendly and Fun Work Environment A Culture of Innovation, Prosperity, and Collaboration Access to Cutting‑Edge Technology Opportunities for Professional Growth Compensation The hiring range for this position is $55,000–$65,000 annually, based on a 40‑hour work week. Compensation within this range will be determined based on job‑related skills, relevant experience, education, and training. Why you should apply We innovate A career at Epiphan puts you at the forefront of AV innovation. We value ingenuity and seek ideas from every corner. Employees have room to experiment and take chances on never‑before‑seen solutions and workflows – because that’s how innovation happens. We’re a team When you join Epiphan, you become part of a tight‑knit team of high‑performing professionals. We collaborate within and across our departments daily, combining diverse skill sets and perspectives to achieve our goals. Our people take precedence. We maintain an inclusive and open culture where respect and empathy take the lead and everyone has a voice. We set work aside for fun‑filled social activities, offer competitive salaries and benefits, and insist on a healthy work/life balance for employees. We value diverse perspectives and encourage individuals from all backgrounds to apply. Epiphan Video is an equal opportunity employer, committed to fostering an inclusive workplace where everyone is respected and treated fairly, regardless of race, color, ethnicity, sexual orientation, religion, gender, age, disability, veteran status, or other protected characteristics. We are dedicated to fostering an inclusive workplace by ensuring a barrier‑free recruitment and selection process. If you require accommodations at any stage of the application process, please let us know. As part of our commitment to a fair and transparent hiring process, Epiphan Video follows a human‑centered approach to recruitment. All applications are reviewed by qualified members of our team, and hiring decisions are made thoughtfully based on each candidate’s skills, experience, and potential. All information collected is handled in accordance with applicable privacy legislation. Epiphan Video complies with current employment standards that restrict the use of Canadian work experience requirements in job postings. Applicants will not be assessed based on whether their experience was obtained in Canada. All hiring decisions are based solely on relevant qualifications and role‑specific competencies. This posting is for an existing vacancy and is open to qualified external candidates. #J-18808-Ljbffr