Associate, Customer & Product Support

AlphaSense

. Act as the first line of defense and escalation point for complex customer inquiries and technical issues .

Posted 9/22/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$65,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support by effectively diagnosing and resolving technical issues while maintaining a customer-first mindset. Proficient in creating and updating support documentation and leading training sessions to enhance team knowledge and customer experience.

Highest-signal resume keywords

Customer Support ExperienceStrong Communication SkillsTechnical TroubleshootingKnowledge Base ManagementIncident Response Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionDocumentation CreationProduct Feature KnowledgeDebugging Steps QualificationLive Chat Support

Soft Skills

Attention to DetailTime ManagementCuriosityProactivityAdaptability

Tools & Technologies

Dual-Screen ConfigurationHelp Center ArticlesIn-App ToursCustomer Education Tools

Industry Keywords

Client SupportTechnical SupportAI InterestSoftware Applications

About the role

Key responsibilities & impact

Act as the first line of defense and escalation point for complex customer inquiries and technical issues
Guide customers through product features and functionalities
Identify recurring questions and improve documentation, help center articles, and in-app tours
Partner with Customer Education on live training, answer queries, and own chat during sessions
Investigate, diagnose, troubleshoot, and resolve queries through email and live chat
Lead support calls with customers as needed
Escalate tickets to appropriate teams, provide regular updates, and confirm resolution
Partner with Product and Engineering by conveying customer feedback and feature requests
Qualify, triage, and repackage debugging steps for technical teams
Own level 1 support of internal support channels
Lead incident responses with SRE and liaise between Engineering and Support
Build expertise in the AlphaSense product and stay current on new features
Contribute to and lead new-hire training sessions
Create and update knowledge base articles, tutorials, and support documentation
Lead beta testing for new features and provide feedback

Requirements

What you’ll need

3 or more years of experience working in a client/product support role
Customer-first mindset
Strong communication skills and ability to explain complex issues simply
Stable and professional home working environment equipped for high-level support
Capacity for a dual-screen configuration
Curiosity, proactivity, continuous improvement mindset, ability to learn quickly and adapt
Strong attention to detail and effective time management
Ability to prioritize rigorously under pressure
Interest in AI, technology and software applications

Benefits

Comp & perks

Performance-based bonus
Equity
Generous benefits program
Dual-screen equipment provided by AlphaSense
Remote work arrangement
Cross-functional exposure and career growth opportunities
AlphaSense never asks candidates to pay for job applications, equipment, or training