Technical Support Engineer, Canada

Customer.io; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

16 weeks parental leave

Unlimited PTO

Remote work stipend

Professional development budget

Job summary

Customer.io is seeking a Technical Support Engineer to join our growing team based in Canada. You’ll handle customer inquiries primarily via email, triage tickets, and collaborate with Product and Customer Success to improve processes.

The role emphasizes strong written communication, SaaS experience, and the ability to work cross-functionally while supporting customers through growth. Competitive benefits and growth paths are offered.

Qualifications

• Experience in a technical support role with customer-facing responsibilities.
• Strong written communication skills focused on technical tasks conveyed via email.
• Familiarity with or exposure to SaaS platforms and customer workflows.
• Ability to work in a fast-paced, cross-functional team environment.

Responsibilities

• Triaging diverse support tickets and coordinating with customers.
• Contributing to process improvements and cross-team touchpoints with Product and Customer Success.
• Helping new and existing customers get up and running with the product.
• Diagnosing tricky issues and advocating for product improvements.

Skills

Technical support experience

Strong written communication

SaaS familiarity

Team collaboration

Problem solving

Tools

Zendesk

Linear

Zapier

Notion

Slack

Job description

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
• 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.

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.

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.

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

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 injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

As set forth in Customer.io’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

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A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

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