Technical Support Specialist [Hybrid & Remote Work] [Canada]

 

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We're Hiring!

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: Our award-winning platform strengthens connections between Managed Service Providers (MSPs) and their clients. Trusted by more than 10,000 partners worldwide, ScalePad’s applications are used by MSPs to improve their clients' overall IT environments and enhance the client experience. The Best Apps in Your Stack™️ deliver actionable insights that lead to enhanced service delivery through automated data collection and analysis.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.

We are seeking an experienced Technical Support Specialist to work directly with our LifeCycle Insights product team. This individual will become a subject matter expert for the Lifecycle Insights product line (vCIO, Assessment, QBR and Customer Success platform). The ideal candidate will respond to support issues raised by our customers/partners. They will be coordinating and leading virtual meetings to reproduce documented issues, identifying bugs, problem solving and/or escalating issues to the proper stakeholders.

Working alongside your Support colleagues and Lifecycle Insights Product Managers, this individual will be the first point of contact for our partners to address their issues. If you are passionate about problem solving and helping customers, then keep reading.

Responsibilities.

• Respond to support issues as raised by customer/partners
• When required, coordinate/lead virtual meeting to review issue and/or solutions
• Work to understand and reproduce the issue
• Document use cases and steps to reproduce the issue
• Identify issue as bug, enhancement, or working as designed
• Solve or escalate issue
• Create and/or maintain knowledge base articles

Qualifications.

• Experience in the MSP vertical
• Experience with PSA and/or RMM
• Experience with working in software support
• Understanding of how systems can share data via an API
• Ability to work with spreadsheets (Google Sheets, Excel, etc)
• Excellent written and verbal communication skills with ability to present complicated narratives in an easy to understand way
• A passion for problem solving
• A passion for helping people
• Demonstrated ability to grasp technical concepts
• Ability to set correct expectations and manage issues to completion

Perks, Perks, Perks.

• Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
• Training and professional development budget provided to help advance your career and skills (available every year to every employee)
• World-class offices and facilities in downtown Vancouver, Toronto and Montreal, for locals seeking a hybrid experience
• Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
• A top of the line benefits package
• Monthly stipend to assist with creating the best hybrid work experience.
• Employee Stock Options provided to all eligible employees!

Work-life balance.

We love our #Rocketeers! We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Our teams work on a hybrid model. This may mean working in one of our hub offices a few set days a week with your team or working remotely, whichever is deemed most beneficial for the success of the employee and specified role. Our goal is to provide the best work-life balance, whether that is in the office or at home.

Even while working remotely our teams are dedicated to staying connected throughout the day, so there is never a dull moment and you still feel part of the community, no matter where you are working from.

Dream jobs do not knock on your door every day.

ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You'll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

Please no recruiters or phone calls.

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