Docebo

Technical Support Analyst, Tier 1

Docebo

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$40,900 - CA$54,500 per year

About the role

  • Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems.
  • Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause.
  • Take appropriate actions to resolve customer issues quickly and escalate when necessary.
  • Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day.
  • Follow up with customers to confirm full resolution of their concerns in a timely manner.
  • Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required.
  • Manage customer expectations by communicating realistic response and resolution times.
  • Reference various resource materials while simultaneously interacting with customers.
  • Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment.
  • Adhere closely to set break and lunch schedules determined by business needs.

Requirements

  • Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers.
  • Exceptional communication skills and a passion for helping customers.
  • Previous experience in technical support, particularly in SaaS or fast-paced support organizations.
  • Ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism.
  • Capacity to read and comprehend complex technical material.
  • Ability to follow set schedules for breaks and lunches, as determined by customer needs.
  • A proactive, problem-solving mindset with a customer-first approach.
  • Confidence in your abilities and a passion for contributing to team success.
  • Previous experience in technical support is highly desirable, especially within SaaS or LMS environments.
  • Proven ability to manage customer expectations and deliver effective solutions.
Benefits
  • Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
  • Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.
  • Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
  • Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!
  • Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingtechnical supportSaaSLMScustomer issue resolutiontechnical concepts communicationcomplex technical material comprehensioninbound callsoutbound callsticketing systems
Soft Skills
exceptional communicationcustomer-first approachproblem-solving mindsetprofessionalismability to manage customer expectationscapacity to work in high-pressure environmentspassion for helping customersquick learningteam success contributionconsistent attendance