Technical Support Engineer, Canada

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

Role overview

A Canada-based technical support role for a SaaS messaging platform that powers behavioral email, push, in-app, and SMS communication for thousands of companies. The position focuses on triaging a diverse queue of customer tickets, diagnosing technical issues, and partnering with Product and Customer Success teams to drive improvements. The role includes rotating weekend coverage and requires alignment with Central or Mountain time zone working hours.

Responsibilities

• Triage a high volume of support tickets through email and live chat, helping new and existing customers get up and running.
• Diagnose tricky technical situations and aid customers in achieving their business goals.
• Communicate primarily in writing, with the ability to explain technical tasks clearly and empathetically.
• Conduct regular touch points with Product and Customer Success teams to advocate for product improvements.
• Contribute to process improvement work and share tips to remedy recurring customer issues.
• Work alongside other support team members in a fast-paced, team-oriented environment.

Requirements

• Based in Canada with working hours aligned to Central or Mountain time.
• Willingness to participate in rotating weekend support coverage.
• Prior experience in a technical support or other customer-facing role.
• Familiarity or comfort offering live-channel support.
• Understanding of basic programming concepts (APIs, variables, if-else statements, loops); some JavaScript is a plus.
• Excellent written and verbal communication skills, a self-starter attitude, and comfort in a fast-paced team environment.
• Previous SaaS experience or familiarity with technical platforms.

Nice to have

• Experience in marketing automation or supporting email marketing or business communication tools.

Benefits and work setup

• Starting salary of $70,000 USD (or local-currency equivalent), subject to market rate adjustment.
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employee and family.
• 16 weeks of paid parental leave, unlimited PTO, remote-work and wellness stipends, and a professional development budget.
• Tools used include Zendesk for ticketing, Linear for bug tracking, and Zapier for workflow automation, with internal collaboration in Notion and Slack.