Bilingual Customer Success Specialist

Block 64; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Casual work environment

Work from home options

Job summary

Block 64 in Toronto is seeking a technically curious customer success specialist to remotely deploy and support our IT visibility platform for mid-market teams.

You will own deployments from onboarding to renewal, liaise with customers and partners, and help optimize cloud and on-prem environments while evolving with a fast-growing team. Bilingual English-Portuguese necessary.

Qualifications

• Requires post-secondary degree/diploma/certificate in IT or related field.
• Minimum 2 years in IT support, systems administration, or customer-facing tech role.
• Experience in IT Service Desk, Network Admin, or Customer Success is a strong asset.
• Solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls).
• Experience administering public cloud tenants (Azure/AWS) in corporate environments.
• Experience with Microsoft 365 and Azure AD administration including user provisioning and security groups.
• Understanding of Windows authentication protocols and virtualization platforms (VMware, Hyper-V, Nutanix).
• Experience with Unix/Linux and command line environments.
• Scripting or automation experience (PowerShell, Bash) is an asset.
• Ability to build trusted customer relationships and manage competing priorities.

Responsibilities

• Serve as the primary contact for a portfolio of customers from onboarding to renewal via phone, web conferences, email and chat.
• Record all interactions and document progress to resolution in the CRM/ticketing system.
• Maintain or exceed customer success and support ticket SLAs for response and resolution.
• Coordinate deployment activities with partners and customers from pre-work through installation and ongoing reviews.
• Lead remote deployment and configuration of the IT asset discovery platform across client networks and cloud tenants.
• Monitor customer health, usage, and adoption metrics and identify risks to improve performance.
• Conduct periodic business reviews to demonstrate value and identify expansion opportunities.
• Provide guidance and mentorship to team members on best practices.

Skills

Networking fundamentals

Public cloud administration

Customer facing

Windows AD / Kerberos

Unix/Linux

Scripting (PowerShell/Bash)

Strong communication

Education

Post-secondary degree, diploma, or certificate in computer science or related field

Tools

Azure

AWS

Microsoft 365

Azure Active Directory

Job description

Company Overview

We're Block 64 - builders of a unified IT visibility platform purpose-built for mid-market IT teams managing
complex, hybrid environments. Our platform eliminates blind spots across software, SaaS and cloud, empowering
IT teams to reduce risk, cut waste, and lead modernization efforts with confidence.

Role Summary

We are looking for someone with a deep interest in technology and the ability to learn and adapt quickly. In this role you will be responsible for remotely helping customers deploy our tool, overcoming any unexpected hurdles and working with them until the deployment process is complete.

You should have a fundamental understanding of how corporate networks are structured and be able to learn and adapt quickly. You will be speaking regularly with customers and partners, so discussing technology should energize you.

About the Position

• This is a full-time position based out of Toronto
• Competitive salary based on skills and experience
• Casual work environment with flexible and work from home options
• Successful candidate must be fluent in Portuguese and English

Responsibilities

• Serve as the primary point of contact for a portfolio of customers, owning the relationship from onboarding through renewal via phone/web-conference, email and chat
• Record all customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system
• Maintain or exceed customer success and support ticket SLAs for response time and resolution.
• Coordinate and plan activities with partners and customers from deployment pre-work through installation, hand-off, and ongoing success reviews
• Lead remote deployment and configuration of our proprietary IT asset discovery platform across client networks, public cloud tenants (AWS/Azure), and virtualized environments (VMware, Hyper-V, Nutanix)
• Monitor customer health, usage, and adoption metrics, and the collection of installation data from client sites; proactively identify risk and make recommendations to improve performance and completion rates
• Conduct periodic business reviews with customers to demonstrate value delivered and identify expansion opportunities
• Provide guidance and mentorship to team members, sharing technical and customer success best practices
• Document common errors, resolution paths, and customer playbooks in KB format
• Identify and champion opportunities for process and product improvements based on customer feedback

Required Skills & Experience

• Post-secondary degree, diploma, or certificate in computer science, information systems, or related field
• Minimum 2 years of post-graduate experience in an IT support, systems administration, or customer-facing technical role
• IT Service Desk, Network Administration, or Customer Success/Account Management experience considered a strong asset
• Must demonstrate a solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls)
• Familiarity with administering public cloud tenants (Azure and/or AWS) in corporate environments, including identity, access and resource management
• Familiarity with Microsoft 365 and Azure Active Directory (Entra ID) administration, including user provisioning, licensing, security groups and conditional access policies
• Understanding of Windows authentication protocols (Active Directory, Kerberos/NTLM), network security and optimization, and common virtualization platforms such as VMware/vSphere, Microsoft Hyper-V, and Nutanix
• Familiarity with Unix/Linux based operating systems, comfortable in a command line environment
• Solid systems administration fundamentals, including server/OS patching and endpoint management; basic scripting or automation experience (PowerShell, Bash, or similar) considered an asset
• Proven ability to build trusted relationships with customers and manage competing priorities across a portfolio of accounts
• Strong communication skills, technical and business, with the ability to translate complex technical concepts for non-technical stakeholders
• Most importantly, a keen, curious mind, a customer-first mindset, and a thirst for knowledge

We thank all applicants for their interest; only candidates who meet the stated requirements will be considered.