Customer Support Advisor (EST)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Advisor (EST) based in Canada.

This role sits at the intersection of technical support, client success, and product expertise, ensuring utility clients can fully leverage a modern, cloud-native platform that supports critical operational and financial workflows. You will act as a trusted post-implementation advisor, helping customers transition smoothly into production environments while maximizing adoption and value realization. The position combines hands-on technical troubleshooting with relationship management and process improvement in a fast-paced SaaS environment. Operating primarily in the Eastern Time Zone, you will support a diverse client base across North America’s utility sector. You will collaborate closely with internal teams to resolve complex issues, improve support processes, and strengthen long-term customer relationships. This is a high-impact role for someone who enjoys solving technical problems while directly influencing customer success and satisfaction.

You will be responsible for ensuring customers receive responsive, high-quality technical and functional support while maximizing the value of the platform in live environments. Your work will span troubleshooting, client enablement, and continuous improvement of support processes.

• Act as the primary post-implementation point of contact for clients transitioning into production use
• Diagnose, troubleshoot, and resolve technical and software-related issues across applications and integrations
• Support and improve internal support workflows including ticket triage, prioritization, and resolution processes
• Collaborate with clients to ensure smooth adoption, strong system usage, and high satisfaction levels
• Assist in configuring and supporting financial and operational workflows within client environments
• Contribute to documentation, knowledge base development, and client enablement materials
• Work closely with engineering, product, and implementation teams to escalate and resolve complex issues
• Monitor and support client environments using help desk, CRM, and ticketing systems

Requirements

You bring a strong mix of technical troubleshooting ability, customer-facing communication skills, and experience in SaaS or enterprise support environments. You are comfortable working with data-driven systems and solving problems in structured, regulated industries.

• 2+ years of experience in technical support, IT support, SaaS support, or a related customer-facing technical role
• Strong troubleshooting skills with a logical, analytical, and detail-oriented mindset
• Familiarity with SQL, relational databases, APIs, and SaaS/cloud-based applications
• Experience using ticketing and CRM tools such as Jira or FreshDesk
• Understanding of reporting, business intelligence tools, or data-driven systems
• Excellent communication skills with the ability to explain technical concepts to non-technical users
• Experience working with enterprise clients and managing multiple support priorities
• Knowledge of finance, accounting, or utility industry workflows is considered an asset
• Ability to work effectively in a remote-first, EST-aligned environment

Benefits

• Competitive salary aligned with experience and market standards
• Fully remote work environment with flexible scheduling across North America
• Comprehensive health, dental, vision, and life insurance from day one
• Generous paid time off and unlimited sick days
• Retirement savings plans with employer matching (Canada and US programs)
• Annual learning and development budget to support professional growth
• Home office setup allowance to support a productive remote workspace
• Regular team events, offsites, and opportunities for in-person connection
• Strong focus on continuous improvement, innovation, and employee well-being