Technical Support Analyst, Docebo
Tier 1
CA$40.9-54.5k
+ Offers Bonus
3-5 days a week in office (York Street, Toronto)
Multi-product learning suite
Be an early applicant
Multi-product learning suite
501-1000 employees
Be an early applicant
CA$40.9-54.5k
+ Offers Bonus
3-5 days a week in office (York Street, Toronto)
501-1000 employees
Company mission
To redefine the way enterprises learn by applying new technologies to the traditional corporate learning management system market.
Role
Who you are
- Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers
- Exceptional communication skills and a passion for helping customers
- Previous experience in technical support, particularly in SaaS or fast-paced support organizations
- Ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism
- Capacity to read and comprehend complex technical material
- Ability to follow set schedules for breaks and lunches, as determined by customer needs
- A proactive, problem-solving mindset with a customer-first approach
- Confidence in your abilities and a passion for contributing to team success
- Education and Experience:
- D02: Typically requires no previous professional experience or internship experience
- Previous experience in technical support is highly desirable, especially within SaaS or LMS environments
- Proven ability to manage customer expectations and deliver effective solutions
What the job involves
- The Technical Support Analyst, Tier 1 serves as a Docebo product expert and the first point of contact for customer issues and inquiries.
- This role ensures customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system’s potential. The analyst provides prompt and accurate support through various communication channels, ensuring customers have their questions answered and their technical issues resolved efficiently
- The responsibilities listed in this section are representative and not exhaustive. Additional duties may be assigned as needed
- Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems
- Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause
- Take appropriate actions to resolve customer issues quickly and escalate when necessary
- Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day
- Follow up with customers to confirm full resolution of their concerns in a timely manner
- Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required
- Manage customer expectations by communicating realistic response and resolution times
- Reference various resource materials while simultaneously interacting with customers
- Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment
- Adhere closely to set break and lunch schedules determined by business needs
Our take
E-learning has become a huge sub-sector in the corporate training market. Driven by a growing trend of remote work and training, the global online e-learning market was approximately $325 billion in 2025 and is forecasted to grow considerably, up to $665.06 billion by 2031.
Docebo is one of the key players in this industry, its easy-to-use, highly configurable and affordable learning platform has the end-to-end capabilities and critical functionality needed to train internal and external workforces, partners and customers. Bringing a broad range of learning materials together on one platform has created a highly scalable product that has become a market leader over the last decade.
Docebo's client base includes some of the world's biggest companies, such as Amazon, Walmart and Coca-Cola. The company's international expansion strategy has remained its primary focus, building offices worldwide, acquiring companies (such as Skillslive) and completing two successful IPOs.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$3m
SERIES A
Feb 2012
$2.9m
SEED
Total funding: $6.1m
Company HQ
Fashion District, Toronto, ON
Leadership
Claudio Erba
(Founder & Chief Innovation Officer)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Salary benchmarks
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