Technical Support Specialist, Certn
CA$46.3-57.9k
Offers Equity
AI-powered background checks for enterprises
Be an early applicant
AI-powered background checks for enterprises
201-500 employees
Be an early applicant
CA$46.3-57.9k
Offers Equity
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- Exceptional written and verbal business English, able to communicate clearly with both technical and non-technical audiences
- Minimum of 2 years of experience in technical support, customer service, or fast-paced SaaS/technology-driven environments
- Hands-on experience with CRMs, ticketing tools (e.g., Zendesk, Jira, Atlassian products), and other common SaaS support platforms
- Strong technical troubleshooting skills, with the ability to diagnose, analyze, and resolve complex issues efficiently
- Proven problem-solving ability, including working with incomplete information to identify root causes and recommend solutions
- Excellent time management skills, able to prioritize tasks and manage multiple cases while meeting service level agreements (SLAs)
- Collaborative mindset, experienced in working with cross-functional teams including product, engineering, and operations
- Detail-oriented, with a track record of accurate documentation of troubleshooting steps, resolutions, and trends
- Adaptable and quick to learn new tools, technologies, and processes in dynamic or complex environments
- Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency
- Experience handling customer inquiries via multiple channels, including phone, email, and live chat
- Ability to escalate and track critical issues effectively, ensuring timely resolution and customer satisfaction
- Proactive and hands-on, with a strong work ethic and willingness to “roll up sleeves” to get the job done
What the job involves
- This is a 12-month fixed-term contract with the possibility of extension or conversion to a permanent role at Certn. The position is set to begin on October 27, 2025, with a regular work schedule of Monday to Friday, 7:50 a.m. to 4:20 p.m. EST
- The Technical Support Specialist plays a key role in delivering a seamless support experience by providing tier 2 troubleshooting and issue resolution for clients and applicants
- This role focuses on diagnosing technical challenges, improving support processes, and enhancing the efficiency of Certn’s support operations. The Specialist also helps maintain and optimize support systems and workflows to ensure scalability and continuous improvement
- Success in this role is measured by faster resolution times, higher user satisfaction, and more effective support tools and processes
- Resolve complex product or service issues escalated from client-facing teams
- Stay current on product updates, training, and technical knowledge
- Investigate issues using internal tools to identify root causes
- Ensure accurate internal tagging and documentation to highlight support trends for the product team
- Communicate and escalate emerging issues to Engineering (SRE) and Product teams via approved channels
- Provide feedback to Support Specialists and Team Leads on tickets that could have been handled at Tier 1 but escalated to Tier 2
- Monitor Slack channels to ensure no technical support question goes unanswered
- Where relevant, promote new products and offerings to better meet client needs
- Contribute to team customer satisfaction metrics, maintaining SLA-aligned feedback levels
- Handle frontline support via live chat, callbacks, and email to cover scheduling gaps or unexpected volume spikes
- Serve as a mentor, trainer, or technical coach to support team members as needed
- Participate in strategic projects and initiatives within the Support team
- Act as a point of contact and become the expert on troubleshooting support tools in the absence of the Technical Team Lead
- Identify opportunities for process and product improvements and provide actionable recommendations to leadership
- Document technical support processes and troubleshooting guides for client-facing teams in Guru
- Support improvements to Certn Help public documentation in collaboration with Knowledge Management stakeholders
- Assist in coordinating tooling changes (Zendesk, Assembled, ADA, Guru) and promptly report critical operational issues
- Provide leadership and guidance to the Support team, ensuring operational efficiency and effective issue resolution
Our take
Certn’s platform allows people to gain fast access to background checks, from criminal records through to motor vehicle records and even credit checks. Its software allows recruiters to save time and money in the hiring process, as the standard 3-4 days for completing background checks is reduced to hours.
Currently, the solution is used by over 2,800 enterprises, including leading employers, staffing firms and property management companies. However, it is not the only player using AI to conduct background checks; Checkr, GoodHire, and HireRight are some of the leading companies that are solving this years-old problem in different parts of the world, and Certn will have to work hard to stand out in this crowded space.
The company looks poised for a period of rapid international expansion over the next few years, thanks to considerable funding amounting to $115 million in 2023 and the acquisition of UK-based background check provider Credence and Australian Intercheck. It also astutely hired CTO Susan Davis (ex-VP of Engineering at Dessa and Xtiva Financial Systems) in 2021.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$30m
SERIES B
May 2022
$50m
SERIES B
Total funding: $112.6m
Company benefits
- 4 weeks paid vacation
- 12 wellness days
- Extensive health benefits
- Family support program (including support for new parents and caregivers)
- Remote-first and support for flexible remote arrangements
- Green transportation allowance
- Fitness & wellness allowance
- Work from home allowance
- Professional development Budget
- And a few more goodies!
Company HQ
Harris Green, Victoria, BC
Leadership
Evan Dalton
(Co-Founder & Co-CEO)Former VP of Business Development at home rental fintech company RentMoola. Former Office Leasing Advisor at Cushman & Wakefield.
Owen Madrick
(Co-Founder, Co-CEO & CFO)Chartered Accountant & former VP of Finance at RentMoola. Former Grant Thornton LLP Manager, and Director of Finance at DFH Real Estate.
Andrew McLeod
(Co-Founder & Co-CEO)Forbes 30 Under 30 Nominee and Remote Tech CEO of the Year 2021. Co-founder of sports equipment company Emei Products (acquired 2021). Former CSO at RentMoola.
Share this job
View 3 more jobs at Certn