Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time‑saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

The Adventure Ahead

As our Premium Support Advisor, you will serve as the dedicated technical co‑pilot and trusted advisor for our most strategic enterprise accounts. You’ll step into the spotlight to untangle complex software challenges, proactively pave the way for seamless learning experiences, and turn high‑stakes technical questions into long‑term client wins. By bridging our premier clients directly with internal product visionaries,



your insights will actively steer platform enhancements and redefine up-to-date technical support. If you thrive at the intersection of deep‑dive problem solving and white‑glove customer advocacy, this is your launchpad to make an immediate, tangible impact.

The Day-to-Day

- Champion High‑Impact Accounts: Act as the go‑to technical partner for our Premier, Advantage, and Essential accounts, conducting regular ticket reviews, spotting macro trends, and delivering swift, proactive resolutions.

- Deliver White‑Glove Support: Provide responsive, multi‑channel technical support across phone, video, chat, and email, adapting fluidly to client communication preferences to consistently exceed expectations.

- Crack the Code on Complex Puzzles: Dive deep into application behaviors to diagnose root causes, engineer effective workarounds, and collaborate directly with our Product and Engineering squads when escalated code‑level fixes are needed.

- Rally Cross‑Functional Crews: Partner closely with Customer Success Managers (CSMs), Account Managers (AMs), Technical Account Managers (TAMs), and Professional Services (PS) to align account strategies, resolve escalations, and protect client retention.

- Shape the Product Roadmap: Act as the voice of the customer during new feature rollouts,



translating operational feedback and real‑world client friction into actionable insights for our Product Management teams.

- Architect Knowledge & Clarity: Maintain meticulous technical documentation of client environments, troubleshooting blueprints, and known issues to empower team‑wide knowledge sharing and elevate response efficiency.

Your Superpowers

- Proven SaaS Expertise: 3.5+ years of hands‑on experience mastering technical support challenges within the SaaS industry, backed by a Bachelor’s degree in Computer Science, IT, or equivalent practical experience.

- Relentless Problem‑Solving Drive: Strong technical aptitude with a proven track record of diving into complex software applications, isolating elusive root causes, and autonomously leading technical requests to full resolution.

- Toolbox Fluency: Confident proficiency navigating modern support and workflow tools, including Zendesk, Salesforce, JIRA, and Slack.

- Masterful Communication: Exceptional verbal and written communication skills with the talent to translate intricate technical concepts into clear, engaging solutions for both technical and non‑technical stakeholders.

- Customer‑Centric Advocacy: A genuine passion for customer advocacy and service excellence, paired with the critical thinking skills needed to anticipate needs before they arise.

- Collaborative Autonomy: A self‑starter mindset that takes ownership of challenges while thriving alongside diverse, fast‑moving cross‑functional teams.

- Fluent in Portuguese: Professional verbal and written fluency in Portuguese (alongside English) to seamlessly communicate with and support our Portuguese‑speaking client base.

Our H

📌 Premium Support Advisor (Toronto)
🏢 Docebo
📍 Toronto