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Salary: USD 70,000 - 0 / annual
Customer.io is a customer communication platform used by over 9,000 companies to send billions of emails, push notifications, in-app messages, and SMS daily. The company powers automated, behavior-driven messaging that customers actually want to receive.
You will join the Technical Support team as a Technical Support Engineer, reporting to the Manager of Technical Support Tier I. In this role, you will be the primary point of contact for customers via the Support Center, triaging a diverse range of support tickets and working on process improvements. Day-to-day responsibilities include:
- Communicating with customers primarily via email and live chat to diagnose technical issues and help them achieve their business goals
- Triaging and resolving support tickets using Zendesk for ticketing and Linear for bug tracking
- Conducting regular touchpoints with Product and Customer Success teams to advocate for product improvements based on customer feedback
- Onboarding new and existing customers and helping them get up and running with the platform
- Identifying and solving tricky technical scenarios
- Contributing to process improvements and team workflows (using Zapier automation)
- Occasional video calls or pairing sessions to clarify customer scenarios
The Technical Support team is the company's primary customer contact, making this role critical to delivering a remarkable customer experience. There are clear career paths into Engineering, Product, or Customer Success roles as you grow with the company.
The role includes rotating weekend support coverage and requires working hours aligned with Central or Mountain time zones.
REQUIREMENTS:
- Located in Canada with availability during Central or Mountain time zones
- Experience in a technical support role and/or customer-facing role
- Familiarity or comfort with offering live channel support
- Understanding of basic programming concepts (API, variables, if-else statements, loops); JavaScript knowledge is a plus
- Excellent written and verbal communication skills (written communication is especially critical for this role)
- Self-starter attitude and ability to work independently and in a team environment
- Previous work for a SaaS company or understanding of technical platforms
- Ability to work in a fast-paced environment
- Experience with the Marketing Automation industry or supporting email marketing/business communication tools is a plus
- Demonstrated curiosity, technical problem-solving ability, and passion for learning
- Empathy and ability to assume best intentions in customer and team interactions
