Technical Support Analyst, Tier 1

The role

You will provide technical guidance to customers through live chat, video, ticketing queues, and calls. You will investigate root causes, resolve technical hurdles, and escalate complex issues to senior staff.

What you will do

• Deliver technical guidance through live chat, video, ticketing queues, and inbound/outbound calls
• Investigate root causes by asking diagnostic questions and analyzing platform behaviors
• Resolve technical hurdles and set resolution expectations
• Escalate complex issues to senior technical staff
• Reference internal documentation and troubleshooting workflows
• Follow up with customers to ensure issues are resolved
• Maintain scheduled coverage and punctuality

Required qualifications

• Background in technical customer support in a SaaS, cloud, or enterprise software organization
• Exceptional verbal and written communication skills
• Ability to read, comprehend, and apply complex technical documentation
• Ability to multitask during peak support volumes
• Accountability to structured scheduling and break adherence

Nice to have

• Prior experience administering, configuring, or troubleshooting Learning Management Systems (LMS) or enterprise HR tech stacks
• Hands-on experience working with modern customer support platforms and CRM tools (such as Zendesk, Salesforce Service Cloud, or Jira)

Benefits

• Employee Share Purchase Plan (ESPP) at a 15% discount
• Competitive compensation package
• Health benefits
• Paid vacation days
• Two company-wide Docebo Days
• Floating holidays for cultural celebrations
• Birthday off
• Family coverage for time with little ones
• Access to Employee Resource Groups

About the company

Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training. The company has achieved two IPOs and serves over 3,000 customers worldwide.