Technical Support Engineer, Canada

Customer.io; Canada; Presencial; CAD 89.000 - 109.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity grant

Remote stipend

Parental leave

Unlimited PTO

Dev budget

Health insurance

Descripción de la vacante

Customer.io is hiring a Technical Support Engineer to join our Canada-based team. You will triage tickets, resolve technical questions, and help customers get up and running with our platform.

You'll collaborate with Product and Customer Success, communicate effectively in writing, and grow with a fast-paced SaaS company that values customer outcomes and continuous improvement. You'll engage with customers across email and live chat, document solutions, and contribute to process improvements.

Formación

• Minimum experience in a technical support or customer-facing role.
• Experience communicating technical tasks primarily via email or chat.
• Excellent written and verbal communication and empathy with customers.
• Ability to triage tickets and collaborate with Product and Success teams.

Responsabilidades

• Triage diverse support tickets and illuminate customer issues.
• Help customers get up and running with the product and diagnose tricky scenarios.
• Communicate clearly in writing and through live channels when needed.
• Collaborate with Product and Customer Success teams to drive improvements.

Conocimientos

Technical support experience

Written communication

Self-starter

Team collaboration

Willingness to learn

Problem-solving

Herramientas

Zendesk

Linear

Zapier

Notion

Slack

Zoom

Descripción del empleo

About Customer.io

Over 9,000 companies - from scrappy startups to global brands - use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

Hi, I'm Aerie, Manager, Technical Support Tier I at Customer.io. I'm looking for a Technical Support Engineer to join our growing team based in Canada.

As a Technical Support Engineer, you'll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email-a strong ability to communicate in writing is more than nice to have.

On a day-to-day, you'll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you're our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it's in our name!) - so it's key to bring your passion to customers and help solve their problems to advocate for product improvements.

Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it's not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues.

Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We're looking for folks who want to develop professionally as Customer.io grows.

What we are looking for

• Located in Canada


• Working hours align with Central or Mountain time zone


• This role includes rotating weekend support coverage


• Experience in a technical support role and/or customer-facing role


• Familiarity or comfort with offering live channel support


• An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better!


• Excellent written and verbal communication skills


• Be motivated with a self-starter attitude


• Previous work for a SaaS company or an understanding of technical platforms


• Ability to work in a fast-paced, team environment


• Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!

About you

• You love technical problem-solving and demonstrate curiosity.


• You enjoy helping others with your technical knowledge and take pride in your work.


• You see every support interaction as an opportunity to improve the customer experience.


• You take ownership of delivering results and get satisfaction from getting things done.


• You're passionate about learning new things.


• You're not afraid to ask questions if you're confused about how something works.


• You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. In addition to base salary, this role includes an equity grant in the form of stock options, so you share in the success you help build.

Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here

Our Process

30-minute video interview with Recruiter

45-minute video call with Hiring Manager

A take-home assignment to prepare for your next interview

60-minute video call with three potential teammates to go over the take-home assignment

30-minute video call with Senior Leadership

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic