Remote Technical Support Engineer – SaaS Messaging

customerio; United States; Remote; USD 63,000 - 77,000; Full time

Job summary

customerio is seeking a Canada-based technical support specialist for a SaaS messaging platform. You will triage tickets, diagnose issues, and collaborate with Product and Customer Success to drive improvements. The role requires rotating weekend coverage and alignment with Central or Mountain time zones.

Responsibilities include handling email and live chat, clear written communication, and contributing to process enhancements. Prior SaaS experience and familiarity with APIs are advantageous.

Qualifications

• Based in Canada with working hours aligned to Central or Mountain time.
• Willingness to participate in rotating weekend support coverage.
• Experience in a technical support or customer‑facing role.
• Familiarity with live‑channel support.
• Understanding of APIs and basic programming concepts; some JavaScript is a plus.
• Previous SaaS experience or familiarity with technical platforms.

Responsibilities

• Triage a high volume of support tickets through email and live chat.
• Diagnose tricky technical situations and assist customers in achieving goals.
• Communicate clearly in writing to explain technical tasks.
• Partner with Product and Customer Success to improve the product.
• Contribute to process improvements and share remediation tips.
• Work with other support teammates in a fast‑paced, team environment.

Skills

Excellent written communication

Verbal communication

Self-starter

Fast-paced environment

SaaS experience

Technical platforms familiarity

Basic programming concepts

Tools

Zendesk

Linear

Zapier

Notion

Slack

Job description

customerio is seeking a Canada-based technical support specialist for a SaaS messaging platform. You will triage tickets, diagnose issues, and collaborate with Product and Customer Success to drive improvements. The role requires rotating weekend coverage and alignment with Central or Mountain time zones.

Responsibilities include handling email and live chat, clear written communication, and contributing to process enhancements. Prior SaaS experience and familiarity with APIs are advantageous.