Premium Support Advisor

Docebo

Premium Support Advisor helping Docebo customers resolve complex SaaS learning-platform issues. Delivering VIP support, diagnosing technical problems, and translating client feedback into product improvements.

Posted 8/4/2026full-timeToronto • 🇨🇦 CanadaMid-LevelSenior💰 CA$55,000 - CA$64,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in SaaS technical support, with a strong ability to troubleshoot complex software application issues and provide tailored solutions. Proficient in utilizing tools like Zendesk, Salesforce, Slack, and JIRA to enhance customer service delivery and collaboration.

Highest-signal resume keywords

SaaS Technical SupportComplex Software TroubleshootingZendesk ProficiencySalesforce ExperienceExcellent Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingRoot Cause AnalysisIssue ResolutionCustomer Environment Management

Soft Skills

Critical ThinkingCollaborationCustomer-Centered MindsetProactive Problem SolvingInclusive Workplace Commitment

Tools & Technologies

ZendeskSalesforceSlackJIRA

Industry Keywords

Premium ClientsCustomer SuccessTechnical Account ManagementService DeliveryFeature Rollouts

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

Serve as the primary support contact for assigned Premium clients
Conduct ticket reviews to identify trends and ensure swift issue resolution
Collaborate with Customer Success Managers, Account Managers, Professional Services, Technical Account Managers, and leadership
Provide technical support via phone, video, email, and chat
Diagnose complex software application issues, identify root causes, and propose tailored solutions
Escalate critical concerns to the Product team
Partner with Product and Support Management during new feature rollouts
Share client insights and feedback to improve service delivery
Maintain records of customer environments, troubleshooting processes, and interactions
Manage customer issues through full resolution, handle escalations, and prioritize work by urgency and business impact

Requirements

What you’ll need

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
Minimum 3.5 years of experience in SaaS technical support
Strong technical aptitude
Proven ability to autonomously troubleshoot and resolve complex software application issues
High proficiency with Zendesk, Salesforce, Slack, and JIRA
Excellent verbal and written communication skills
Ability to explain complex technical concepts to technical and non-technical audiences
Customer-centered mindset and proactive approach to solving complex challenges
Critical-thinking skills
Ability to collaborate in cohesive, diverse teams
Commitment to fostering an inclusive workplace
Legal authorization to work in Canada without current or future visa sponsorship

Benefits

Comp & perks

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 leave coverage
Employee Resource Groups, including PRIDE, DWA, BIDOC, and Green Ambassadors
Company-wide events
Flexible work arrangement outside the three required office days