Associate, Customer & Product Support

About This Opportunity

We are representing a confidential market intelligence technology company in their search for an Associate, Customer & Product Support professional based remotely in Canada. This role sits at the critical intersection of technical product knowledge and customer success, serving as a key partner to both users and internal teams.

Our client operates a sophisticated AI-driven platform trusted by thousands of enterprise organizations globally. The Customer & Product Support team acts as the first line of technical support while also serving as strategic partners to product management and engineering. This position offers exceptional cross-functional exposure and serves as an excellent foundation for career growth within a fast-scaling technology organization.

Responsibilities

• Deliver world-class customer experience by acting as first line of defense and escalation point for complex customer inquiries and technical issues
• Guide customers through platform features and functionalities to maximize their experience and fully resolve challenges
• Investigate, diagnose, troubleshoot and resolve queries through email, live chat, and direct support calls with customers
• Manage customer communications throughout issue resolution, providing regular updates and confirming final resolution
• Partner with Customer Education on live training sessions, answering queries and managing chat functions
• Collaborate closely with Product and Engineering teams by fielding feedback and feature requests to identify product opportunities
• Triage and communicate technical issues effectively to engineering teams to ensure swift resolution paths
• Own level 1 support of internal support channels and prioritize fixes appropriately
• Lead incident response efforts in partnership with site reliability engineering, acting as liaison between engineering and support teams
• Maintain deep product expertise by proactively learning new features and staying current on platform capabilities
• Contribute to and lead new hire training sessions, providing input on onboarding materials
• Create and update knowledge base articles, tutorials, and support documentation
• Test new features in beta, provide feedback, and serve as subject matter expert for the support team
• Identify commonly asked questions to drive improvements in documentation and in-app guidance

What We're Looking For

• 3 or more years of experience in a client-facing product support or technical support role
• Customer-first mindset with demonstrated ability to work through complex problems to find solutions
• Strong collaborative approach and genuine enjoyment in providing assistance to others
• Excellent communication skills with ability to distill and explain complex technical issues in simple terms
• Professional home working environment with capacity for dual-screen configuration to manage complex workflows
• Curious, proactive personality with continuous improvement mindset and ability to learn quickly and adapt
• Strong attention to detail, effective time management skills, and ability to prioritize rigorously under pressure
• Interest in AI, technology, and software applications
• Willingness to learn technical knowledge on the job to serve diverse client base
• Dedication to improving customer experience and contributing to enterprise growth

How We Work With You

Get A Job.ai is representing this confidential client in their search for qualified candidates. When you apply through our platform, one of our talent team members will review your qualifications and conduct an initial screening. If there's a strong match, we will submit your profile to our client for consideration and guide you through their interview process.

Please apply exclusively through Get A Job.ai. Do not attempt to contact the client directly, as this may disqualify your application. Our recruiters are here to support you throughout the entire process and answer any questions you may have.

Pay

Pay via Get A Job.ai: CAD $65,000 - $75,000 base salary. You may also be eligible for performance-based bonus, equity, and comprehensive benefits through the client.

Equal Employment Opportunity: Get A Job.ai is committed to equal employment opportunity. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.