Technical Support Specialist Job at MaintainX (Vancouver)

Technical Support Specialist

MaintainX

Location:
Canada , Vancouver

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We're looking for a high-performing Technical Support Specialist to provide exceptional support and develop solutions for our customers. You will get the opportunity to interact directly with customers, manage significant accounts, and enhance our Support framework. This role offers ample opportunities for growth, mentoring from senior team members, and exposure to enterprise-level customer support processes.

Job Responsibility:

Respond promptly and accurately to customer support inquiries through email and chat
Assist customers via calls when necessary to troubleshoot and resolve issues
Provide clear guidance on product features and functionality to customers
Triage, document, and escalate product bugs using Jira to Engineering and Product teams
Suggest practical work-around solutions when the product doesn't fully meet customer needs
Document product feature requests and trends to share insights with the Product team
Coordinate meetings between customers and sales representatives when pricing or additional consultation is required
Get on calls to better understand customer needs or concerns on the case to help solve issues at root
Manage and prioritize incoming support tickets and customer inquiries
Contribute to self-service resources by creating knowledge base articles and standard response templates
Follow up on existing support tickets when product updates address previously reported customer concerns

Requirements:

1–3 years of experience in customer support experience in a SaaS or B2B environment
Good proficiency with Excel
Familiarity with customer support/help desk ticketing software (Zendesk, Intercom, or similar platforms)
Effective written and verbal communication skills
Organized, detail-oriented, and capable of managing multiple tasks simultaneously
Ability to learn new technologies quickly and adapt to evolving processes
Basic familiarity with tools such as Jira, Notion, Zoom, Salesforce, and G-Suite
Bachelor's degree or equivalent experience

Nice to have:

Previous exposure to SaaS products is beneficial
Experience with API tools (e.g., Postman, Insomnia) or API concepts (RESTful or SOAP) is a plus
French and/or Spanish language skills are an asset

What we offer:

Competitive salary and meaningful equity opportunities
Healthcare, dental, and vision coverage
401(k) / RRSP enrollment program
Take what you need PTO
A Work Culture where: You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist
We believe in meritocracy, where ideas and effort are publicly celebrated

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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