Role overview

Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training in one place. As a Technical Support Analyst, Tier 1, you will be the frontline expert supporting global organizations using the platform, solving technical challenges and transforming customer obstacles into seamless learning experiences.

Key responsibilities

Provide technical support to customers across multiple channels including live chat, video, ticketing systems, and phone calls.
Investigate the root causes of technical issues by asking diagnostic questions, analyzing platform behavior, and gathering relevant information.
Resolve technical problems promptly while setting clear expectations and escalating complex issues to senior technical staff when appropriate.
Reference internal documentation, product guides, and troubleshooting workflows to support customers in real time.
Follow up proactively with customers to confirm issues are fully resolved and their platforms are performing properly.
Maintain consistent availability and punctuality within a structured contact center environment with scheduled coverage.

Requirements

Proven background in technical customer support, preferably in a fast-paced SaaS, cloud, or enterprise software environment.
Exceptional verbal and written communication skills with the ability to explain complex technical concepts clearly to non-technical users.
Strong problem-solving mindset with the capacity to read, understand, and quickly apply technical documentation.
Ability to manage multiple tasks efficiently, remain calm under pressure, and maintain professionalism during high-volume support periods.
Genuine empathy for users and commitment to building customer trust through resolving technical friction.
Reliable accountability with dedication to scheduled shifts, break adherence, and team responsibilities.
Experience administering, configuring, or troubleshooting Learning Management Systems or enterprise HR platforms is advantageous.
Prior hands-on experience with customer support tools such as Zendesk, Salesforce Service Cloud, or Jira is a plus.

What makes this role worth considering

You will work in a hybrid environment with three days per week in the Toronto office (Tuesday-Thursday) and flexibility for the remainder of the week. Docebo offers competitive compensation, an Employee Share Purchase Plan with a 15% discount, comprehensive health benefits, paid vacation days, parental coverage, birthday time off, and access to global employee resource groups and company-wide events.