Lead premium SaaS support for enterprise accounts using root-cause analysis and proactive ticket reviews in a hybrid office model. Serve Portuguese-speaking clients through clear technical communication.

As a Premium Support Advisor at Docebo, you will guide strategic Premier, Advantage, and Essential accounts. The work combines complex application troubleshooting, customer advocacy, and cross-functional collaboration. You will connect clients with Product, Engineering, Customer Success, Account Management, Technical Account Management, and Professional Services teams.

Key Responsibilities:

- Review strategic-account tickets and identify macro trends
- Provide technical support by phone, video, chat, and email
- Diagnose application root causes and develop workarounds




- Coordinate escalations with Product and Engineering teams
- Document client environments, troubleshooting guides, and known issues

Requirements:

- 3.5+ years of technical support experience in SaaS
- Bachelor’s degree in Computer Science, IT, or equivalent experience
- Experience with Zendesk, Salesforce, JIRA, and Slack
- Exceptional written and verbal communication skills
- Skilled Portuguese and English fluency

Apply premium SaaS support expertise, customer advocacy, and problem-solving skills to strategic enterprise accounts at Docebo.

📌 Premium SaaS Technical Support Advisor (Toronto)
🏢 Docebo
📍 Toronto