Technical Support Specialist

Who We Are

At Certn were revolutionizing background screening with The Worlds Easiest Background Check fast global and powered by tech. Were not about outdated processes and red tape. Were about innovation speed and impact. If youre looking for a place where ownership collaboration and creativity thrive this is it.

The Role

The Technical Support Specialist plays a key role in delivering a seamless support experience by providing tier 2 troubleshooting and issue resolution for clients and applicants. This role focuses on diagnosing technical challenges improving support processes and enhancing the efficiency of Certns support operations. The Specialist also helps maintain and optimize support systems and workflows to ensure scalability and continuous improvement. Success in this role is measured by faster resolution times higher user satisfaction and more effective support tools and processes.

This is a 12-month fixed-term contract with the possibility of extension or conversion to a permanent role at Certn. The position is set to begin on October 27 2025 with a regular work schedule of Monday to Friday 7:50 a.m. to 4:20 p.m. EST.

What Youll be Doing:

Technical Support

• Resolve complex product or service issues escalated from client-facing teams.

• Stay current on product updates training and technical knowledge.

• Investigate issues using internal tools to identify root causes.

• Ensure accurate internal tagging and documentation to highlight support trends for the product team.

• Communicate and escalate emerging issues to Engineering (SRE) and Product teams via approved channels.

• Provide feedback to Support Specialists and Team Leads on tickets that could have been handled at Tier 1 but escalated to Tier 2.

• Monitor Slack channels to ensure no technical support question goes unanswered.

• Where relevant promote new products and offerings to better meet client needs.

• Contribute to team customer satisfaction metrics maintaining SLA-aligned feedback levels.
  

Support

• Handle frontline support via live chat callbacks and email to cover scheduling gaps or unexpected volume spikes.

• Serve as a mentor trainer or technical coach to support team members as needed.
  Participate in strategic projects and initiatives within the Support team.
  

Operational Excellence Collaboration & Continuous Improvement

• Act as a point of contact and become the expert on troubleshooting support tools in the absence of the Technical Team Lead.

• Identify opportunities for process and product improvements and provide actionable recommendations to leadership.

• Document technical support processes and troubleshooting guides for client-facing teams in Guru.

• Support improvements to Certn Help public documentation in collaboration with Knowledge Management stakeholders.

• Assist in coordinating tooling changes (Zendesk Assembled ADA Guru) and promptly report critical operational issues.

• Provide leadership and guidance to the Support team ensuring operational efficiency and effective issue resolution.

What you will bring:

• Exceptional written and verbal business English able to communicate clearly with both technical and non-technical audiences.

• Minimum of 2 years of experience in technical support customer service or fast-paced SaaS/technology-driven environments.

• Hands-on experience with CRMs ticketing tools (e.g. Zendesk Jira Atlassian products) and other common SaaS support platforms.

• Strong technical troubleshooting skills with the ability to diagnose analyze and resolve complex issues efficiently.

• Proven problem-solving ability including working with incomplete information to identify root causes and recommend solutions.

• Excellent time management skills able to prioritize tasks and manage multiple cases while meeting service level agreements (SLAs).

• Collaborative mindset experienced in working with cross-functional teams including product engineering and operations.

• Detail-oriented with a track record of accurate documentation of troubleshooting steps resolutions and trends.

• Adaptable and quick to learn new tools technologies and processes in dynamic or complex environments.

• Passionate about delivering exceptional customer experiences and contributing to process improvements that enhance team efficiency.

• Experience handling customer inquiries via multiple channels including phone email and live chat.
  Ability to escalate and track critical issues effectively ensuring timely resolution and customer satisfaction.

• Proactive and hands-on with a strong work ethic and willingness to roll up sleeves to get the job done.

Why You Should Be Excited:

• Vacation Mode On: 10 days of vacation & additional wellness time off.

• Flex Life: Remote-friendly setup and work-from-home stipend.

• Health and Benefits: Health & Dental benefits with a HCA.

• Growth Fuel: A professional development budget to level up your skills attend industry conferences pursue certifications or take advanced courses.

• Ownership & Impact: Youll do work that matters - driving real impact and helping define the direction of our Support Team.

A Little Bit More About Us

If youre excited by the chance to drive bold innovation smash silos and deliver world-class products we want to hear from you. Lets build something epic together

Certn is a growing global technology company that is looking to reinvent the way organisations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canadas Companies-to-Watch in Deloittes Technology Fast 50 Awards we are becoming one of the fastest-growing start-ups.

Just so you know The selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us we do it REALLY well)!

Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how were creating a workplace thats respectful inclusive and free from barriersa place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that youll consider Certn as your preferred employer where you can thrive and contribute to our collective success.

If you have a disability that requires accommodation during any stage of our recruitment process please let us know how we can best assist you.

Required Experience:

Unclear Seniority