City: Remote
Salary: N/A
Added: July 27, 2026
Customer Support Specialist, SaaS - Permanent - 19261
About the Opportunity
We are seeking a technically adept and client-centric Customer Support Specialist, SaaS to join our growing global support group. In this role, you will provide critical, level 1 technical assistance to enterprise users, diagnosing platform anomalies, guiding product workflows, and ensuring an exceptional user experience. This position combines robust troubleshooting capabilities with highly polished communication skills, offering a transparent growth trajectory within a scaling SaaS environment.
This software company is 100% remote-friendly and will consider qualified candidates residing across Canada. Moreover, this role will involve a fixed work schedule of 12pm-8pm EST (9am-5pm PT).
Duties include but are not limited to:
Omnichannel Technical Support: Manage and resolve inbound technical inquiries via email, live chat, and phone in a professional, metrics-driven manner.
Incident Diagnostics: Troubleshoot complex software configuration, user-access, and communication-system integrations to isolate root causes.
Escalation & Lifecycle Management: Maintain exact documentation of client issues within the ticketing system; efficiently escalate high-tier infrastructure or code defects to Engineering and Product teams.
Client Enablement & Training: Educate users on optimal workflows and platform updates to drive product adoption, and assist with structured client training initiatives.
SLA & Knowledge Management: Monitor active support queues to consistently meet strict SLA responses while contributing to internal and external knowledge base documentation.
Cross-Functional Collaboration: Partner with Customer Success, QA, and Product Management teams to champion the user experience and surface critical product insights.
About You
The successful candidate will have the following:
Experience: 2+ years of technical support, help desk, or client-facing operations experience within a SaaS or enterprise software environment.
Technical Aptitude: Proficient with enterprise CRM systems, cloud architectures, web-based applications, and ticketing infrastructure (e.g., Zendesk, Jira, Freshdesk).
Communication: Superior verbal and written communication skills with a proven capability to translate intricate technical architecture into accessible user solutions.
Operational Execution: Outstanding organizational skills with the capacity to prioritize concurrent high-severity issues under tight timelines.
Core Alignment: A customer-first ethos anchored in empathy, critical thinking, and structured problem-solving.
About the Job
Our client is offering a competitive salary ranging from $40,000 to $48,000 in addition to a generous vacation allotment and a comprehensive benefits package.
LROIT
How to Apply
Please apply by clicking the “” button below and follow the instructions to submit your résumé. You can also apply by submitting your résumé directly to
[email protected]. If you are already registered with us, please contact your Senior Recruiter. Please quote job 19261.
LRO Staffing values fairness, confidentiality, and human judgment in every stage of our hiring process. We do not use automated or AI-driven screening tools to assess applications. Each submission is reviewed by an experienced recruiter to ensure a thoughtful and equitable evaluation of every candidate.
Thank you for your interest in this role. One of our Recruiters will be in touch with you if your profile meets the requirements for the role and the expectations of our clients. Please note that all candidates must be permitted to work in Canada to be considered for this opportunity.
#LI-Hybrid
📌 Customer Support Specialist, SaaS - Permanent (Canada)
🏢 LRO Staffing
📍 Canada