Technical Support Specialist

Summary

Join MaintainX, a leading mobile-first workflow management platform, as a Technical Support Specialist - Enterprise! Based remotely in Toronto or Montreal, you will provide exceptional support to enterprise customers, manage key accounts, and enhance our support framework. This role involves direct customer interaction, troubleshooting, and developing solutions. You will also contribute to self-service resources and collaborate with other teams. The position offers growth opportunities and mentorship. MaintainX is committed to creating a diverse and inclusive work environment.

Requirements

• 1–3 years of experience in customer support experience in a SaaS or B2B environment
• Good proficiency with Excel
• Familiarity with customer support/help desk ticketing software (Zendesk, Intercom, or similar platforms)
• Effective written and verbal communication skills
• Organized, detail-oriented, and capable of managing multiple tasks simultaneously
• Ability to learn new technologies quickly and adapt to evolving processes
• Bachelor's degree or equivalent experience

Responsibilities

• Respond promptly and accurately to customer support inquiries through email and chat
• Assist customers via calls when necessary to troubleshoot and resolve issues
• Provide clear guidance on product features and functionality to customers
• Triage, document, and escalate product bugs using Jira to Engineering and Product teams
• Suggest practical work-around solutions when the product doesn't fully meet customer needs
• Document product feature requests and trends to share insights with the Product team
• Coordinate meetings between customers and sales representatives when pricing or additional consultation is required
• Get on calls to better understand customer needs or concerns on the case to help solve issues at root
• Manage and prioritize incoming support tickets and customer inquiries
• Contribute to self-service resources by creating knowledge base articles and standard response templates
• Follow up on existing support tickets when product updates address previously reported customer concerns

Preferred Qualifications

• Previous exposure to SaaS products is beneficial
• Basic familiarity with tools such as Jira, Notion, Zoom, Salesforce, and G-Suite
• Experience with API tools (e.g., Postman, Insomnia) or API concepts (RESTful or SOAP) is a plus
• French and/or Spanish language skills are an asset
• Experience working with customer support/help desk ticketing software is a plus
• Has Knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce and G-Suite

Benefits

• Competitive salary and meaningful equity opportunities
• Healthcare, dental, and vision coverage
• 401(k) / RRSP enrollment program
• Take what you need PTO