Technical Support Specialist

OpsLevel; Canada; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading SaaS company in Canada seeks a Technical Support Specialist to provide exceptional customer support and troubleshoot complex technical issues. Candidates should have proven technical support experience, strong communication skills, and a passion for customer service. This role is fully remote and offers market-leading compensation including equity.

Qualifications

• Proven experience in technical troubleshooting and customer support for a technical SaaS platform.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with customer support software/ticketing systems.

Responsibilities

• Deliver exceptional customer experiences by providing effective technical support.
• Proactively diagnose and resolve complex technical issues.
• Utilize troubleshooting methodologies to identify and resolve root causes.
• Communicate technical information clearly to non-technical users.
• Document troubleshooting steps for knowledge sharing.

Skills

Technical troubleshooting

Customer support

Analytical skills

Interpersonal skills

Communication skills

Ability to work independently

Tools

Customer support software

Ticketing systems

Slack

GSuite

Job description

About OpsLevel

OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are a critical part of a great developer experience. With customers like Duolingo, Okta, Keller Williams, and Hootsuite, we know that the best businesses in the world prioritize a great developer experience in order to beat the competition.

We're a fully-remote team of folks who care deeply about the daily lives of developers, with team members across North America. OpsLevelers live our company values on a daily basis and when we’re not heads-down on a project or collaborating in real-time over Zoom, we're competing in trivia over lunch or sharing the latest fur baby photo in #pets-to-make-you-live-longer.

Our culture and values are very important and ground us in how we interact as one team:

Growth Mindset - Get comfortable with being uncomfortable

Focus & Efficiency - Keep the main thing the main thing, and get it done

Empathy - Think of others; think of your users

Intellectual Honesty - The best solution is more important than anyone's ego

Simplicity

About the Role

We are seeking a highly motivated and customer-focused Technical Support Specialist to join our team. In this role, you will be instrumental in delivering exceptional customer experiences by providing expert technical troubleshooting and problem resolution. You will leverage your technical expertise and strong communication skills to ensure customer satisfaction and build lasting relationships. If you are passionate about solving complex technical challenges and helping customers succeed, we want to hear from you.

What You’ll Do

• Deliver exceptional customer experiences by providing timely and effective technical support.

• Proactively diagnose and resolve complex technical issues, ensuring minimal disruption to customer operations.

• Utilize advanced troubleshooting methodologies and tools to identify and resolve root causes.

• Actively listen to customer concerns and demonstrate empathy, ensuring a positive and professional interaction.

• Communicate technical information clearly and concisely, translating complex concepts into easily understandable terms for non-technical users.

• Document troubleshooting steps and solutions for knowledge sharing and future reference, contributing to our knowledge base.

• Analyze customer feedback and support data to identify trends and areas for improvement, proactively addressing potential issues.

• Collaborate with cross-functional teams (e.g., engineering, product) to escalate and resolve complex issues.

• Maintain a deep understanding of our products and services to provide accurate and effective support.

• Drive customer advocacy by consistently exceeding expectations and fostering a culture of customer-centricity.

• Provide training and guidance to customers on best practices and product usage.

• Manage customer expectations and provide regular updates on issue resolution progress.

Required Skills and Qualifications

• Proven experience in technical troubleshooting and customer support for a technical SaaS platform

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills - both written and on video calls.

• Ability to work independently and as part of a team.

• Experience with customer support software/ticketing systems.

• Demonstrated ability to maintain composure under pressure.

• A passion for providing exceptional customer service.

• Ability to learn and adapt to new technologies quickly.

Bonus Skills

• Worked in the Devops or Software development space

• Some familiarity with APIs and basic scripting

• Highly proficient with Slack and GSuite

Compensation

We offer market-leading compensation, including equity, based on the skill set and aptitude of the candidate.

"Should I apply?" - Yes!

If you meet some or most of what we're looking for, we want to hear from you, and if you’re unsure - apply anyways!

What do I need to interview with OpsLevel?

Not much!A working web camera, microphone, and (ideally) a quiet place with minimal background noise.

Additional Information

We are building an inclusive and welcoming workplace where employees feel appreciated, valued and free to be who they are regardless of their gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.

OpsLevel is an equal opportunity employer and we are dedicated to fostering an inclusive and barrier-free work environment for all employees and candidates. We encourage all qualified candidates to apply and if accommodation is required during any stage of the recruitment process, please contact any member of the Management team. We thank all applicants for their interest; however, only those selected for interviews will be contacted.