Technical Support Specialist providing hands - on telecom support and client issue resolution at Pathway Communications in a hybrid setting.
About the role
- Technical Support Specialist ensuring proper responses to user issues related to LANDR ecosystem. Guiding users through complex workflows and troubleshooting technical challenges for music creation.
Responsibilities
- Resolve user requests related to account access, subscription tiers, billing discrepancies, and subscription management
- Assist users with installation, software licensing, MIDI/audio routing, and plugin compatibility
- Develop deep expertise in the LANDR platform and common DAW workflows
- Log and track user issues, ensuring critical technical bugs are escalated promptly
- Maintain accurate internal documentation and contribute to the creation of how-to guides, FAQs, and troubleshooting articles
- Identify frequently reported friction points and collect user feedback to improve the platform
- Work closely with Product, Quality Assurance (QA), and Billing teams
Requirements
- Experience in a structured customer service or technical support environment (SaaS or e-commerce experience strongly preferred)
- A solid understanding of what constitutes an exceptional customer experience
- Excellent written and verbal communication skills, with the ability to translate complex technical jargon into clear solutions
- Proficiency in English is required; French or other languages are considered an asset
- A deep passion for music and strong familiarity with music production workflows
Benefits
- Competitive compensation, based on role, experience, and expertise
- Health insurance coverage, with access to a doctor via Maple and an Employee Assistance Program (via PeopleConnect)
- Access to our RRSP program, including employer contributions of up to 2% of your annual salary
- Frequent office and social events (catered Mondays, bagel Tuesdays, happy hours, etc.)
- Your birthday is a paid day off
- Annual transit allowance (for Montreal employees) and an allowance for sporting activities
- Free access to our music studio (for practice or recording)
- Free access to LANDR and Reason products
- Open-plan downtown office near Square-Victoria metro station
- Partnerships with local music events and festivals (MUTEK, Pop Montréal, Igloofest…)
Job title
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Experience level
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