Premium Support Advisor, Docebo
CA$55-64.4k
Offers Bonus
More information about location
3 days a week in office
Multi-product learning suite
Posted today
Multi-product learning suite
501-1000 employees
Posted today
CA$55-64.4k
Offers Bonus
More information about location
3 days a week in office
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
- Experience that Counts: You bring a Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience), along with a minimum of 3.5 years in SaaS technical support
- Technical Wizardry: You possess strong technical aptitude with a proven track record of autonomously troubleshooting and resolving complex software applications
- Toolbox Mastery: You are highly proficient in navigating industry-leading SaaS support tools, specifically Zendesk, Salesforce, Slack, and JIRA
- Exceptional Communicator: You boast excellent verbal and written communication skills, allowing you to effectively convey complex technical concepts to diverse technical and non-technical audiences
- Customer-Centric Mindset: You exhibit strong customer-centered behaviors, a self-starter attitude, and a proactive approach to finding innovative solutions to complex challenges
- Collaborative Spirit: You thrive in cohesive team environments, using critical thinking to empower diverse teams and advocate fiercely for client needs
- Culture Champion: You are dedicated to fostering a culture of inclusivity, bringing your unique perspective to help the entire team succeed while ensuring every employee feels valued and respected
What the job involves
- As our Premium Support Advisor, your mission is to be the ultimate customer champion, ensuring our top-tier clients experience seamless, world-class support. You will serve as a strategic partner to our Premier, Advantage, and Essential accounts, proactively tackling technical challenges and elevating customer satisfaction at every touchpoint
- By blending your technical prowess with exceptional communication, you'll not only resolve complex issues but also shape the future of our product by turning customer feedback into actionable insights. Get ready to collaborate with dynamic cross-functional teams and make a tangible impact on how our VIP clients achieve their learning goals!
- Deliver VIP Service: Serve as the primary support contact for assigned Premium clients, conducting ticket reviews to identify trends and ensure swift resolution of issues
- Collaborate Across Teams: Work closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership to maximize customer satisfaction and retention
- Master Multi-Channel Support: Provide adaptable, top-tier technical support via phone, video, email, and chat, meeting clients exactly where they prefer to communicate
- Investigate and Innovate: Diagnose complex software application issues to find root causes, propose tailored solutions, and escalate crucial concerns directly to the Product team
- Shape the Product: Partner with Product and Support Management during new feature rollouts to share vital client insights and feedback that enhance service delivery
- Document for Success: Maintain meticulous records of customer environments, troubleshooting processes, and interactions to boost team knowledge sharing and response effectiveness
- Own the Outcome: Autonomously manage customer issues through to full resolution, skillfully handling escalations and prioritizing your workload based on urgency and business impact
Application process
- Step 1: We’ll kick things off with a 30-minute video call with a member of our Talent team. We’ll get to know you, share more about the role and team, and make sure we’re aligned
- Step 2: A 30-minute video call with one of our leaders, where they’ll dig deeper into your experience, approach, and what excites you most about this opportunity
- Step 3: A 45-minute technical troubleshooting and scenario-based interview with members of the Premium Support team to showcase your SaaS problem-solving skills
- Step 4: A final 30-minute culture and alignment chat with Support Leadership to ensure we’re the perfect match
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
$2.8m
SEED
Total funding: $6m
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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