Acuity Insights

Bilingual Technical Customer Support Representative

Acuity Insights

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$52,000 - CA$70,000 per year

About the role

  • Empower customers through every answer, insight, and interaction.
  • Resolve complex issues across workflows, data, reporting, and system configuration, prioritizing depth and quality over volume.
  • Troubleshoot thoughtfully, applying judgment about when to resolve independently and when to collaborate.
  • Take ownership of your product learning and skill development through hands-on problem-solving.
  • Identify patterns in customer needs and share insights that inform documentation, support practices, and continuous improvement.

Requirements

  • Experience supporting complex SaaS products, including nuanced or escalated technical issues.
  • Comfort operating where processes and escalation paths are still evolving.
  • Strong communication skills, with the ability to explain system behaviour clearly and calmly.
  • Professional fluency in English and French, with the ability to support French-speaking partners when needed.
Benefits
  • Transparent compensation. A fair and transparent salary between $52,000–$70,000 CAD, aligned to role scope, experience, and internal equity.
  • A $3,000 annual learning budget to invest in your development, whether that’s deepening technical skills, building confidence, or exploring new areas of interest.
  • Access to employee stock options, so you share in the value you help create.
  • Fully remote within Canada, with up to six weeks per year to work internationally.
  • Self-directed vacation (most teammates take 4–6 weeks annually), plus a two-week company-wide closure each December.
  • Health benefits from day one for you and your dependents.
  • A 2% GRSP matching program to help you plan ahead.
  • Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.
  • Policies designed with flexibility, trust, and inclusion at the core.
  • A culture where care isn’t abstract. We respect each other’s time, show up for one another, and build systems that make sustainable work possible.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaStechnical supportsystem configurationtroubleshootingdata reporting
Soft Skills
communicationproblem-solvingcollaborationjudgmentcustomer empowerment