Product Introduction Support Technician in hardware engineering team at Octasic, a provider of SoCs for wireless systems. Responsibilities include prototyping, assembly, and validation of electronic components in accordance with engineering standards.
About the role
- Technical Support Engineer resolving customer inquiries with technical support for Leadpages. Collaborating with teams and managing customer communications remotely from Victoria, Canada.
Responsibilities
- Resolving customer support requests through our ticketing system (ZenDesk) and other communication channels (Live chat, CRM, etc.).
- Answering each ticket with empathy and providing app-specific best practices.
- Maintaining professional and technical knowledge by attending in-house workshops, attending product meetings, and reviewing the knowledge base.
- Create new documentation to expand our public and internal knowledge bases.
- Going above and beyond expectations by not only answering the ticket, but anticipating the customer’s future needs and helping improve our products.
- Ensuring external and internal customer inquiries are responded to within established timeframes, and technical support service levels are achieved.
- Meeting our key performance indicators (KPIs) of speed, accuracy, and maintaining overall customer satisfaction.
- Leveraging our systems and resources available to go further than you thought possible and be the best teammate you can be.
- Understanding the values and importance of relationships, the success of the customer, and embracing the team aspect.
- Participate in the system configuration activities (support and success platforms)
Requirements
- 4+ years of experience in technical customer support (L1/L2).
- Strong written and verbal communication skills in English, with the ability to clearly explain technical concepts to a non-technical audience.
- Hands-on experience supporting SaaS or cloud-based products in a customer-facing environment.
- Solid troubleshooting skills, with the ability to investigate issues, identify root causes, and resolve problems effectively.
- Experience with web technologies (e.g. HTML, CSS, WordPress) and/or marketing or SaaS platforms is an asset.
- Experience with Zendesk or similar ticketing systems; exposure to configuration or customization is a strong asset.
- Experience working in a fast-paced environment with a focus on customer satisfaction and support KPIs.
- Experience providing support via chat, email, and/or phone.
- Experience collaborating with cross-functional teams such as Product and Engineering.
- Post-secondary education in computer science or a related field is an asset, but not required.
Benefits
- Competitive compensation and RRSP matching up to 5%
- Comprehensive extended health benefits for you and your dependents starting day one
- Generous vacation, Wellness Days, and bonus “You Days”
- Meaningful paid parental leave that supports every kind of family
- Dedicated mental health and Employee Assistance Program support
- Monthly wellness reimbursement and annual run sponsorship
- Real investment in your growth — internal learning, mentorship, professional development funding, and career mobility across Redbrick
- Financial wellness coaching to support your long-term goals
- Flexible work and a home office allowance to set you up for success
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