Technical Support Engineer

Customer.io

. Communicate directly with customers via the Support Center .

Posted 10/8/2026full-timeRemote • CanadaMid-LevelSenior💰 $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities through effective communication and problem-solving skills, with a solid understanding of technical concepts and experience in SaaS environments. Proficient in using support tools and advocating for product improvements based on customer feedback.

Highest-signal resume keywords

Technical Support ExperienceJavascript KnowledgeZendesk ProficiencyExcellent Communication SkillsSaaS Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic Programming ConceptsAPIsVariablesIf-Else StatementsLoops

Soft Skills

Self-Starter AttitudeAbility to Work in a Fast-Paced Environment

Tools & Technologies

ZendeskLinearZapierNotionSlackZoomRoam

Industry Keywords

Customer SupportTechnical SupportSaaSMarketing AutomationEmail Marketing

About the role

Key responsibilities & impact

Communicate directly with customers via the Support Center
Triage a diverse range of support tickets
Improve support processes
Conduct regular touch points with Product and Customer Success teams
Help new and existing customers get up and running with the product
Diagnose complex customer situations
Help companies achieve their business goals
Provide support through email and live chat
Advocate for product improvements based on customer interactions
Use Zendesk for ticketing, Linear for bug tracking, Zapier for workflow automation, Notion and Slack for collaboration, and Zoom or Roam for pairing and video calls

Requirements

What you’ll need

Located in Canada
Working hours align with Central or Mountain time zone
Rotating weekend support coverage
Experience in a technical support role and/or customer-facing role
Familiarity or comfort with offering live channel support
Understanding of basic programming concepts, including APIs, variables, if-else statements, and loops
Javascript knowledge is an advantage
Excellent written and verbal communication skills
Self-starter attitude
Previous work for a SaaS company or understanding of technical platforms
Ability to work in a fast-paced, team environment
Marketing Automation industry experience or experience supporting email marketing/business communication tools is a plus
Final candidates must complete a background check and employment verifications

Benefits

Comp & perks

100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
16 weeks paid parental leave
Unlimited PTO
Stipends for remote work and wellness
Professional development budget
Career growth opportunities across Engineering, Product, and Customer Success Teams