Product Support Specialist

ICwhatUC - AR Video for Enterprise; Calgary; Hybrid; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Unlimited vacation policy

Full medical coverage

Company issued laptop

Wellness spending allowance

Phone stipend

Employee stock option plan

Job summary

ICwhatUC seeks a Customer Engineer to be the main technical contact for enterprise customers. You will manage onboarding projects, define milestones, and ensure deployment success.

The role emphasizes strong analytics, communication across time zones, and collaboration with cross-functional teams. It includes training, documentation, and ongoing customer support in a SaaS environment.

Qualifications

• Post-secondary education is required.
• 2+ years in project management, implementation, customer success or support.
• Detail-oriented, analytic, highly organized and results-driven.
• Strong written and verbal communication across teams and time zones.
• Experience in SaaS environments is a plus.

Responsibilities

• Develop and maintain project plans with milestones and success criteria.
• Serve as main technical contact for enterprise customers through onboarding to completion.
• Handle cases and respond promptly to queries and issues.
• Lead go-live activities and adjust product configuration as needed.
• Provide training to customers and internal teams.
• Document functional and technical requirements and scope projects.

Skills

Project management

Customer success

Analytical skills

Communication

Team coordination

Education

Post-secondary education

Tools

Google Workspace

MS Office

Jira/Asana/Trello

Salesforce

CRM tools

Job description

At ICwhatUC, we’re on a mission to create the world’s best real time and self serve experiences. Have you ever felt like you could fix a simple problem at home or on a job if you only had the right expertise to help you along Us too.

We’re a SaaS company backed by one of North America’s most successful seed stage investors, and we are keying up for a year of explosive growth. If you are looking for a hockey stick growth curve, you’ve found it. We are a Google Accelerator alumnus and we have key partnerships in place with AT&T and Masco. Our company is headquartered in Calgary and our team is spread across Canada’s major cities.

As a company that challenges our customers to think differently about the way they do things, we approach our work differently, too. We respect and trust our team – our asynchronous culture allows our team to build their schedule around their life, not the other way around.

About the job

We’re looking for an experienced and personable Customer Engineer to be the main technical point of contact for our enterprise customers.Are you detail and results-oriented, and highly organized This might be the role for you.

What you’ll be doing

• Develop and maintain project plans that outline key project milestones and deliverables, and clearly define deployment success criteria for the customer.
• Serve as the main point of contact for customers throughout the technical phases of the onboarding and manage projects through to completion.
• Handle cases (queries, issues, requests) raised by customers and respond to their case in a timely manner.
• Triage or root cause issues by analyzing logs and reproducing issues.
• Lead go-live activities, observing results, providing recommendations and adjusting flexible product configuration as needed.
• Provide training to Customer and Internal team members.
• Gather new requirements from customer and perform feature feasibility studies. Raise feature requests and provide all details to meet the customer requirements.
• Understand all aspects of our standard CRM and Scheduling integrations.
• Design and document functional and technical requirements and help scope projects by understanding timelines and work involved.
• Collaborate with cross functional team members to solve complex issues.
• Escalate technical issues to an appropriate party (e.g., project lead, colleagues).
• Provide regular written and verbal status on current issues with leads.
• Network with colleagues within your domain to gain insight, ideas, and connections.
• Create and publish customer-facing technical documents.
• Provide L1 and L2 customer support through various channels.

Your background

• A post-secondary education is required.
• 2+ years or relevant work experience related to project management, implementation, customer success or customer support.
• Candidate should be detail-oriented, strongly analytic, highly organized, and results-oriented
• Strong communication skills (written and verbal), ability to work with teams across multiple disciplines and multiple time zones
• Preferred experience in video/WebRTC/telecom
• Experience implementing and supporting solutions in SaaS environments.
• Project management skills including the creation of project plans, managing expectations, and defining milestones and deliverables.
• Proficiency with various applications such as Google Workspace, MS Office, Project Management Software (eg. Trello, Asana, Jira etc.), Salesforce, SAP and other CRM tools.
• Experience, interest, and/or knowledge of the building product and utility industries would be considered a major asset.
• Ability to communicate in French or other languages would be considered an asset.
• Work from anywhere (as long as it’s in the Pacific or Mountain time zones)
• Unlimited vacation policy
• Full medical coverage
• Company issued laptop, equipment
• Wellness spending allowance and phone stipend
• Employee stock option plan

Together we’re building a culture that embraces diversity and learning, humility, and excellence. We are an Equal Opportunity Employer and welcome people from all backgrounds, experiences, abilities and perspectives.