indeed

Customer Support Analyst (Technical)

Clariti Cloud Inc.

Toronto, CAN

Full Time

Mid

3 days ago

Technical SupportTroubleshootingSalesforceZendeskJIRASlack

Free

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Key skills for this role

Technical SupportTroubleshootingSalesforce

Be the first point of contact for inbound customer support requests — answering how to questions, explaining product functionality, and providing walkthroughs or existing resources to help customers accomplish their goals
Troubleshoot, investigate, and replicate customer reported issues, and file well documented bug reports with Engineering via JIRA when escalation is needed
Connect with customers directly — whether through written correspondence or live video/voice calls — to work through more complex issues with care and clarity
Advocate for customers by surfacing patterns and feedback to Product and Engineering teams, helping shape the direction of the platform
Contribute to building and auditing customer facing and internal resources, including knowledge base articles, Arcade walkthroughs, and self service content — with real influence over what gets created
Help customers through configuration and setup, deepening your own product knowledge in the process
Work cross functionally with Product, Engineering, and Design to resolve issues and improve the customer experience end to end
Be part of building a support function that's still taking shape — there's a genuine opportunity here to help define processes, influence tooling decisions, and grow with the team
Use a modern support stack including Salesforce, Zendesk (in progress), Slack, JIRA, Arcade, G Suite, Sentry, Mailgun, and AI enablement tools like Claude

3+ years in a technical support capacity — you've diagnosed and resolved software issues, worked with logs or session data, and know how to systematically investigate a problem rather than just pass it along; experience in SaaS is strongly preferred
A customer first mindset — you're genuinely invested in making customers feel heard, supported, and set up for success
Strong written and verbal communication skills — you can translate technical concepts clearly for non technical audiences, and your responses leave customers with answers, not follow up questions
Comfort with ambiguity — you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help shape one
Curiosity and resourcefulness — you're willing to say 'I don't know, but I'll find out,' and you follow through every time
Attention to detail — you handle customer issues thoroughly and keep records accurate and up to date
Collaborative spirit — you work well across teams, take feedback well, and know when to loop in the right people
Familiarity with CRM and support tools — experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must
Familiarity with AI tools (ChatGPT, Claude, or similar) — you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better

Timezone: Hire will be expected to work 9am 5pm EST during their training period; will be expected to work a later shift based on business needs which will likely be 11am 7pm EST or 12pm 8pm EST
Startup or high growth environment experience — you've worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the fly
A bias toward action — when something's broken, you don't wait for someone to assign you a ticket; you dig in, flag it, and help move it forward

Competitive compensation packages, well deserved time off and benefits
The base salary range for this role is expected to be between $70,000 $80,000 CAD based on the candidate's skills, experience, and qualifications

Background checks: Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team
Travel: Although we operate as a remote company, all roles are expected to participate in occasional travel for in person company wide or departmental meetings, typically 1 2 times per year

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