Technical Product Support Specialist | US SaaS for property inspections

Atomic HR; Vancouver; Remote; CAD 60,000 - 80,000; Full time

Job summary

A reputable SaaS company is seeking a Technical Support Specialist in Vancouver. You will be responsible for resolving complex customer issues, leading education calls, and documenting solutions. The ideal candidate will have 2+ years in technical support and strong communication skills. This is a fully remote position with competitive compensation and flexible PTO.

Benefits

Competitive USD compensation

Flexible PTO

Learning resources and professional growth support

Qualifications

• 2+ years in technical support, customer success, or SaaS roles.
• Ability to quickly learn software and explain it in plain terms.
• Comfort working independently in a lean team.

Responsibilities

• Investigate and resolve advanced support tickets end-to-end.
• Lead customer calls to explain features and troubleshoot live.
• Keep the Help Center current with practical articles and guides.

Skills

Technical support experience

Strong English communication

Proactive mindset

Job description

Company Overview

Our client is a profitable, stable U.S.-based SaaS company used by over 20,000 property managers globally. Their robust platform helps simplify complex field inspections, capturing photos, videos, and voice notes—even offline—and turning them into detailed reports through powerful AI and advanced integrations.

Live since 2014 and active in 20+ countries, they've processed over 100 million inspection assets, consistently growing by turning complex workflows into user-friendly experiences.

Your Role

You’ll be responsible for resolving complex customer issues, running live education calls, and keeping the Help Center accurate and useful. You’ll document what you learn so both customers and teammates can solve problems faster next time. You’ll also provide Marketing with real‑world examples, Engineering with reproducible problem reports, and Product with data‑backed insights on customer needs.

You’ll

• Investigate and resolve advanced support tickets end‑to‑end
• Reproduce customer issues with clear steps and environment details
• Lead customer calls to explain features, troubleshoot live, and walk through workflows
• Keep the Help Center current with practical, detailed articles and guides
• Write customer‑facing release notes and feature explainers
• Provide Marketing with anonymized use cases and customer phrasing
• File engineering‑ready bug reports with full context
• Spot recurring issues and share insights with the Product team

You Bring

• 2+ years in technical support, customer success, or SaaS roles
• Strong English communication, written and spoken
• Ability to quickly learn software and explain it in plain terms
• Proactive mindset—you fill documentation gaps without being asked
• Comfort working independently in a lean team

Bonus Points

• Experience with SaaS, PropTech, or real estate workflows
• Familiarity with APIs, integrations, or mobile‑first platforms
• Prior experience owning or building a knowledge base or Help Center

What’s Offered

• Competitive USD compensation (flexible based on location, experience and fit)
• Flexible PTO and fully remote setup
• Learning resources and professional growth support
• A chance to shape a new role with clear cross‑team impact

Interview Process

1. Intro Chat (30 min) – Discuss your experience & fit
2. Demo Presentation / Challenge (45 min) – Showcase your technical product understanding and communication skills
3. Interview with Customer Success Manager (45 min)
4. Final Call with Leadership (30 min) – Culture alignment and offer