Technical Support Analyst, Tier 1

Docebo

. Provide technical guidance to customers through live chat, video, ticketing queues, and inbound/outbound calls .

Posted 11/6/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$40,900 - CA$54,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical customer support within SaaS and cloud environments, with strong communication skills to translate complex technical concepts into user-friendly solutions. Proficient in multitasking and maintaining accountability in a fast-paced contact center setting.

Highest-signal resume keywords

Technical Customer SupportSaaS ExperienceCommunication SkillsProblem-Solving MindsetCustomer Support Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical Documentation ComprehensionLearning Management Systems (LMS)Enterprise HR Tech StacksConfigurationAdministration

Soft Skills

EmpathyResilienceProfessionalismMultitaskingAccountability

Tools & Technologies

ZendeskSalesforce Service CloudJira

Industry Keywords

Cloud SoftwareEnterprise SoftwareCustomer SatisfactionInteractive Contact Center

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide technical guidance to customers through live chat, video, ticketing queues, and inbound/outbound calls
Diagnose platform behavior and gather information to identify underlying software issues
Resolve technical hurdles promptly and set transparent resolution expectations
Escalate complex issues to senior technical staff when needed
Use internal documentation, product release guides, and troubleshooting workflows while communicating with clients
Proactively follow up with customers to confirm complete resolution
Maintain scheduled coverage, punctuality, and dependable customer availability in an interactive contact center environment

Requirements

What you’ll need

Solid background in technical customer support, ideally in a fast-paced SaaS, cloud, or enterprise software organization
Exceptional verbal and written communication skills
Ability to translate sophisticated technical concepts into clear, user-friendly solutions
Proactive problem-solving mindset
Ability to read, comprehend, and quickly apply complex technical documentation
Resilience, confidence, and professionalism under pressure
Ability to multitask efficiently during peak support volumes
Genuine empathy for users and passion for customer satisfaction
Accountability and dedication to structured scheduling, break adherence, and team success
Prior experience administering, configuring, or troubleshooting Learning Management Systems (LMS) or enterprise HR tech stacks is a bonus
Hands-on experience with customer support platforms and CRM tools such as Zendesk, Salesforce Service Cloud, or Jira is a bonus
Legally authorized to work in the country of application without current or future visa sponsorship

Benefits

Comp & perks

Discretionary bonus incentive based on individual and company performance
Employee Share Purchase Plan (ESPP) at a 15% discount
Health benefits
Paid vacation days
Two company-wide Docebo Days
Floating holidays for cultural celebrations
Birthday off
Family coverage offering time with children
Employee Resource Groups, including PRIDE, DWA, BIDOC, and Green Ambassadors
Company-wide events
Hybrid work with flexibility outside required office days