Role overview

Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training in a single integrated environment. As a Premium Support Advisor, you will be the dedicated technical partner for the company’s most strategic enterprise clients, providing expert guidance, solving complex technical challenges, and serving as a bridge between customers and Docebo’s product and engineering teams.

Key responsibilities

Serve as the primary technical point of contact for Premier, Advantage, and Essential tier accounts, conducting regular reviews of support tickets and identifying patterns to deliver proactive solutions.
Deliver responsive technical support across multiple channels including phone, video, chat, and email, adapting to each client’s preferred communication method.
Investigate complex application issues by diagnosing root causes, developing effective workarounds, and escalating to Product and Engineering teams when code-level fixes are required.
Collaborate with Customer Success Managers, Account Managers, Technical Account Managers, and Professional Services to align strategies, resolve escalations, and protect client retention.
Gather customer feedback during product feature launches and translate operational challenges into actionable insights for Product Management teams.
Document technical details of client environments, troubleshooting processes, and known issues to build shared knowledge across the support team.

Requirements

At least 3.5 years of hands-on technical support experience in the SaaS industry, or a Bachelor’s degree in Computer Science, IT, or equivalent practical experience.
Strong technical aptitude with proven ability to investigate complex software applications, isolate root causes, and independently resolve technical issues.
Proficiency with modern support and workflow tools including Zendesk, Salesforce, JIRA, and Slack.
Exceptional verbal and written communication skills capable of explaining technical concepts clearly to both technical and non-technical audiences.
Demonstrated commitment to customer advocacy and service excellence paired with strong critical thinking skills.
Self-motivated approach to problem-solving while working effectively within cross-functional teams.
Professional fluency in both Portuguese and English, with the ability to provide seamless support to Portuguese-speaking clients.

What makes this role worth considering

This position is based in Toronto, Ontario and operates on a hybrid schedule requiring three days per week in the office (Tuesday-Thursday) with flexibility for remote work the remainder of the week. You’ll work directly with strategic accounts and cross-functional teams including product visionaries and engineering squads, giving your insights direct influence on the platform’s future development. Docebo offers competitive compensation, an Employee Share Purchase Plan with a 15% discount, health benefits, and paid vacation days.