This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Advisor (EST) based in Canada.
This role sits at the intersection of technical support, client success, and product expertise, ensuring utility clients can fully leverage a modern, cloud-native platform that supports critical operational and financial workflows. You will act as a trusted post-implementation advisor, helping customers transition smoothly into production environments while maximizing adoption and value realization. The position combines hands-on technical troubleshooting with relationship management and process improvement in a fast-paced SaaS environment. Operating primarily in the Eastern Time Zone, you will support a diverse client base across North America’s utility sector. You will collaborate closely with internal teams to resolve complex issues, improve support processes, and strengthen long-term customer relationships. This is a high-impact role for someone who enjoys solving technical problems while directly influencing customer success and satisfaction.
Accountabilities
You will be responsible for ensuring customers receive responsive, high-quality technical and functional support while maximizing the value of the platform in live environments. Your work will span troubleshooting, client enablement, and continuous improvement of support processes.
- Act as the primary post-implementation point of contact for clients transitioning into production use
- Diagnose, troubleshoot, and resolve technical and software-related issues across applications and integrations
- Support and improve internal support workflows including ticket triage, prioritization, and resolution processes
- Collaborate with clients to ensure smooth adoption, strong system usage, and high satisfaction levels
- Assist in configuring and supporting financial and operational workflows within client environments
- Contribute to documentation, knowledge base development, and client enablement materials
- Work closely with engineering, product, and implementation teams to escalate and resolve complex issues
- Monitor and support client environments using help desk, CRM, and ticketing systems
Requirements
You bring a strong mix of technical troubleshooting ability, customer-facing communication skills, and experience in SaaS or enterprise support environments. You are comfortable working with data-driven systems and solving problems in structured, regulated industries.
- 2+ years of experience in technical support, IT support, SaaS support, or a related customer-facing technical role
- Strong troubleshooting skills with a logical, analytical, and detail-oriented mindset
- Familiarity with SQL, relational databases, APIs, and SaaS/cloud-based applications
- Experience using ticketing and CRM tools such as Jira or FreshDesk
- Understanding of reporting, business intelligence tools, or data-driven systems
- Excellent communication skills with the ability to explain technical concepts to non-technical users
- Experience working with enterprise clients and managing multiple support priorities
- Knowledge of finance, accounting, or utility industry workflows is considered an asset
- Ability to work effectively in a remote-first, EST-aligned environment
Benefits
- Competitive salary aligned with experience and market standards
- Fully remote work environment with flexible scheduling across North America
- Comprehensive health, dental, vision, and life insurance from day one
- Generous paid time off and unlimited sick days
- Retirement savings plans with employer matching (Canada and US programs)
- Annual learning and development budget to support professional growth
- Home office setup allowance to support a productive remote workspace
- Regular team events, offsites, and opportunities for in-person connection
- Strong focus on continuous improvement, innovation, and employee well-being