IT Technical Support

Who We Are
Fatigue Science is Venture Capital financed and the leading provider of predictive human performance data in heavy industry, elite sports, and military. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models in order to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness. Our suite of mobile and web applications enable organizations to optimize operations, reduce risk, and drive performance and productivity improvements — both at an individual and enterprise level. With proven impact and return on investment, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making.

Position Overview
As an IT Technical Support and IT Assistant at Fatigue Science, you will step into a unique and exciting combination role that blends technical support expertise with hands-on IT responsibilities. You will play a vital role in providing timely product support to our English- and Spanish-speaking customers while assisting with internal IT operations—covering hardware setup and maintenance as well as software installation, configuration, and troubleshooting—to ensure smooth day-to-day technology performance. When case volume is low, you will also contribute to other team initiatives such as asset management, onboarding/offboarding, documentation, light systems administration, and continuous improvement projects. During the 3-month training period, the schedule will be Monday to Friday 9:00 AM – 5:00 PM (PST). After the training period, the role will transition to a Thursday to Monday overnight shift based on business needs.

Tech Support Responsibilities 

• Provide timely product support for Fatigue Science customers through chat, email and phone - Including diagnosis and providing solutions/troubleshooting by analyzing software logs
• Collaborate with product and engineering to provide feedback on product behavior in the field to facilitate product improvement opportunities
• Raising tickets with engineering when software bugs are observed
• Support hardware team with QC of Fatigue Science technology
• Provide internal support to Fatigue Science team members
• Other ad-hoc duties as required (we're a small team - there are lots of opportunities for someone to lend a hand and experience development outside of their specific roles)
• Work with senior members of the IT, Engineering, and Customer Success teams to improve and advance the Technical Support process at Fatigue Science
  

IT Assistant Responsibilities

• Install, configure, and maintain company hardware (laptops, peripherals, network devices)
• Deploy, update, and troubleshoot software across Windows and macOS environments
• Manage user accounts, permissions, and access in systems such as Google Workspace and AWS
• Monitor and resolve help-desk tickets in JIRA (or similar) to ensure minimal downtime
• Document IT procedures and asset inventory for smooth onboarding and audits

Requirements

• Located in Vancouver
• Fluent in both Spanish and English
• 1-2 years of experience in a customer-facing technical support role
• Able to work remotely/hybrid in 8 hour graveyard shifts, Thursday to Monday, once the training period is complete
• Available to go on-site to the office when requested to set up new hardware or perform other critical IT tasks
• Proficiency in working with Android, iOS, macOS and Windows
• Excellent interpersonal and communication skills with a customer focus (You're as comfortable around people as you are with technology)
• Strong analytical and problem-solving skills with a willingness to dig deeper into technical issues
• Proactive, self-starter and detail-oriented mindset
• High degree of empathy, ability to connect with people from a variety of backgrounds and roles (In a given day, you may speak to a haul truck operator from a rural mine site, or an executive stakeholder)
• Team player with a desire to learn to build skills and expertise (We're keen to help you grow and succeed)

"Nice To Have"

• Fluent in Portuguese
• Familiarity with Salesforce ServiceCloud, JIRA, and Confluence
• Knowledge of cloud computing platforms such as AWS, Azure, or GCP
• Knowledge of SQL and database management
• Previous experience working in a SaaS or technology-driven organization
• Any IT Support related certifications

Education

• Completion of an undergraduate degree in a technology-related discipline

What We Offer

• Competitive salary and incentives
• 3 weeks paid vacation
• Health spend & lifestyle account
• Company parties, traditions & team building events
• Extended benefits package
• Permanent, full-time position
• Hybrid work environment

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, colour, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

What Happens Next? Our team reviews all applications, however, because we receive such high volumes of talent, we are only able to reach out to those who closely match our needs. If you are not contacted right away, don't be discouraged as we will contact you should a suitable role open up. All candidate information collected will remain confidential, and will not be disclosed to anyone who is not involved in your hiring process. Fatigue Science will keep all candidates' information on file for up to 1 year.

Salary Range: CAD $50,000 - $55,000 

Thanks for your interest in Fatigue Science