Technical Support Engineer, Canada - Customer.io

About Customer.io

Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

We’re looking for a Technical Support Engineer to join our growing team based in Canada.

As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have.

On a day-to-day, you’ll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You'll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals.

Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat.

What we are looking for:

• Located in Canada
• Working hours align with Central or Mountain time zone
• This role includes rotating weekend support coverage
• Experience in a technical support role and/or customer-facing role
• Familiarity or comfort with offering live channel support
• An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that's even better!
• Excellent written and verbal communication skills
• Be motivated with a self-starter attitude
• Previous work for a SaaS company or an understanding of technical platforms
• Ability to work in a fast-paced, team environment
• Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools!

About you:

• You love technical problem-solving and demonstrate curiosity.
• You enjoy helping others with your technical knowledge and take pride in your work.
• You see every support interaction as an opportunity to improve the customer experience.
• You take ownership of delivering results and get satisfaction from getting things done.
• You’re passionate about learning new things.
• You’re not afraid to ask questions if you’re confused about how something works.
• Empathy is one of your strongest attributes.

Compensation & Benefits

Starting salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Our inclusive benefits package includes 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, and a professional development budget.

Our Process

1. 30-minute video interview with Recruiter
2. 45-minute video call with Hiring Manager
3. A take-home assignment to prepare for your next interview
4. 60-minute video call with three potential teammates to go over the take-home assignment
5. 30-minute video call with Senior Leadership