Technical Support Specialist - Enterprise

MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonalds, Brenntag, Cintas, Michaels, and Shell.

We recently completed a $150 million Series D round, bringing our total funding to $254 million and valuing the company at $2.5 billion.

We are seeking a Technical Support Specialist - Enterprise to join us remotely in Toronto or Montreal to provide exceptional support and develop solutions for our Enterprise customers. You will get the opportunity to interact directly with customers, manage significant accounts, and enhance our Support framework.

What You'll Do:

• Respond promptly and accurately to customer support inquiries through email and chat.
• Assist customers via calls when necessary to troubleshoot and resolve issues.
• Provide clear guidance on product features and functionality to customers.
• Triage, document, and escalate product bugs using Jira to Engineering and Product teams.
• Suggest practical work-around solutions when the product doesn't fully meet customer needs.
• Document product feature requests and trends to share insights with the Product team.
• Coordinate meetings between customers and sales representatives when pricing or additional consultation is required.
• Get on calls to better understand customer needs or concerns on the case to help solve issues at root. 
• Manage and prioritize incoming support tickets and customer inquiries.
• Contribute to self-service resources by creating knowledge base articles and standard response templates.
• Follow up on existing support tickets when product updates address previously reported customer concerns.

About You:

• 1–3 years of experience in customer support experience in a SaaS or B2B environment
• Good proficiency with Excel.
• Familiarity with customer support/help desk ticketing software (Zendesk, Intercom, or similar platforms).
• Effective written and verbal communication skills.
• Organized, detail-oriented, and capable of managing multiple tasks simultaneously.
• Ability to learn new technologies quickly and adapt to evolving processes.
• Previous exposure to SaaS products is beneficial.
• Basic familiarity with tools such as Jira, Notion, Zoom, Salesforce, and G-Suite.
• Experience with API tools (e.g., Postman, Insomnia) or API concepts (RESTful or SOAP) is a plus.
• French and/or Spanish language skills are an asset.
• Bachelor's degree or equivalent experience.

This role offers ample opportunities for growth, mentoring from senior team members, and exposure to enterprise-level customer support processes.

• Experience working with customer support/help desk ticketing software is a plus.
• Has Knowledge of technologies like Zendesk, Intercom, Jira, Notion, Zoom, Salesforce and G-Suite. 

What’s in it for you:

• Competitive salary and meaningful equity opportunities.
• Healthcare, dental, and vision coverage.
• 401(k) / RRSP enrollment program.
• Take what you need PTO.
• A Work Culture where:
• You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist.
• We believe in meritocracy, where ideas and effort are publicly celebrated.

About us:

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.