Technical Support Agent

FYLD; Toronto; Remote; CAD 45,000 - 75,000; Full time

Job summary

Join a dynamic and innovative company as a Technical Support Agent where you will play a crucial role in delivering exceptional support to customers and internal teams. This fully remote position allows you to thrive in a fast-paced global environment while collaborating with diverse teams. You will handle support tickets, manage issues, and create knowledge base resources, ensuring a seamless customer experience. If you are passionate about problem-solving and enjoy working in a collaborative atmosphere, this opportunity is perfect for you. Be part of a company that values inclusivity and growth, and help shape the future of field productivity and safety.

Benefits

Fully remote role

Flexible working hours

Opportunities for travel

Supportive and collaborative environment

Qualifications

• 1-3 years in Technical Support or Customer Support roles, ideally in SaaS.
• Proven ability to manage multiple priorities and resolve incidents efficiently.

Responsibilities

• Handle and resolve incoming support tickets, ensuring timely resolution.
• Work closely with global teams to resolve issues and share insights.

Skills

Technical Support

Customer Support

Communication Skills

Problem-solving

Knowledge Base Management

Spanish Fluency

Education

Experience in SaaS or mobile applications

Experience in remote teams

Job description

About FYLD

FYLD’s mission is to power productivity, safety, and efficiency in field teams around the world to enable operational excellence. We provide managers with real-time workflow visibility to deliver greater business efficiency, all while eliminating paperwork and unnecessary disruption to field teams’ vital work on the tools. Our digital platform reduces safety hazards, regulatory fines, and productivity losses facing an industrial field workforce.

At its core the product has an app for field workers connected to a web-app for their managers. The app allows workers in the field to automatically assess and log hazards using natural language processing, image analysis and predictive reasoning. It also allows them to provide status updates on how work is progressing. This then gives managers real time visibility of their sites, allowing them to focus on the jobs that need their attention most.

Founded in 2020 as a partnership between BCG and SGN, FYLD has expanded rapidly as an innovator in the utilities and construction industries, which are otherwise stuck in early digitisation. FYLD is now used by over 100 organisations across five different continents and grew 300% in 2023.

FYLD raised a £12m Series A round in late 2023, and is backed by blue-chip investors including Ontario Teacher’s Pension Plan (OTPP), Boston Consulting Group (BCG), and SGN. The company is aiming for its Series B in early 2026.

FYLD is a young, dynamic company that is growing quickly. The people here are entrepreneurial, passionate, and ambitious, as well as high-integrity, low-ego, collaborative, personable, and constructive. The pace is fast, our people feel deep accountability for driving amazing customer experiences.

Role & Responsibilities

FYLD is seeking a proactive and customer-focused Technical Support Agent to join our growing Support team. This fully remote role is ideal for someone with a proven track record of working remotely across time zones, managing priorities independently, and thriving in a fast-paced, global environment.

As part of our team, you will play a crucial role in delivering outstanding technical support to our customers, internal teams, and stakeholders. With our commitment to fostering collaboration and proactive communication, we are looking for a candidate who is comfortable taking ownership, solving problems, and ensuring a seamless customer experience.

This role is open to candidates based in Canada, Chile or Honduras who are flexible in working hours to overlap with our UK-based team for training and occasional collaboration.

Key Responsibilities

• Remote Support & Issue Management:

  • Handle and resolve incoming support tickets from customers and internal teams, ensuring timely resolution within business SLAs.

  • Strive for first-contact resolution whenever possible and escalate appropriately when needed.

  • Maintain detailed documentation for all issues managed.

• Cross-Functional Collaboration:

  • Work closely with global teams, including Engineering and Product, to resolve issues effectively and share insights.

  • Align stakeholders on issue progress and resolution with clear, proactive communication.

• Knowledge Sharing:

  • Create and maintain internal knowledge base articles and external help resources based on customer feedback and common issues.

  • Share actionable recommendations to improve processes and reduce recurring problems.

• Customer Communication:

  • Monitor ongoing incidents or major product changes and proactively communicate updates to customers and stakeholders, ensuring transparency.

What We're Looking For

We’re looking for someone with a strong track record of working in remote, distributed teams and a customer-first mindset. The ideal candidate thrives in global collaboration and is passionate about improving the customer experience.

Key Skills & Experience:

• 1-3 years of experience in a Technical Support, Customer Support, or similar role, ideally within SaaS or mobile applications.

• Proven experience working fully remotely, coordinating across time zones, and collaborating with global teams.

• Excellent communication skills, particularly with non-technical users, and the ability to translate issues for engineering teams.

• Proven ability to manage multiple priorities and resolve incidents efficiently.

• Experience creating and maintaining knowledge base articles or similar resources.

• Strong ownership mentality with a proactive approach to problem-solving.

• Creation, development and upkeep of knowledge base content

• Spanish speaking, either native or business fluency B1/B2 ("Independent User")

Additional Skills (Nice to Have):

• Some familiarity with or interest in AI & Computer Vision technologies is a plus

• Experience of creating customer-facing video content

• Data-informed - highly analytical thinker and structured problem-solver.

• Collaborative - ability to influence and advise key stakeholders at all levels across the organisation. “One team” mentality, rather than “product-led”.

• Accountable - drives initiatives through to conclusion. Makes things happen.

• Growth mindset - low ego, humble and eager to learn. Always looking to improve themselves and the company.

• Commercial - understands the company business model and how we grow. Makes commercial sound decisions.

• B2B experience - previous experience working in a B2B environment preferred.

What We Offer

• A fully remote role with the flexibility to work across time zones.

• Opportunities for occasional travel, including visits to our London office.

• The chance to grow your skills in a supportive and collaborative environment.

• Exposure to a high-growth tech company and cross-functional global teams.

If you’re an empathetic, problem-solving individual who thrives in remote work and enjoys collaborating with global teams, we’d love to hear from you!

Inclusivity

At FYLD, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We nurture an inclusive work environment and are committed to ensuring equal opportunity in employment for qualified persons with disabilities.

In addition, we have implemented a flexible way of working which we believe enables teams and individuals to do their best work, regardless of where they’re based. While we value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, we also appreciate and understand that the world of work has changed.

All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

We know that innovation thrives on product teams where diverse points of view come together to solve hard problems in ways that are just now possible. As such, we explicitly seek people that bring diverse life experiences, diverse educational backgrounds, diverse cultures, and diverse work experiences.

Please be prepared to share with us how your perspective will bring something unique and valuable to our product teams.