Technical Support Specialist

Were Hiring!

Were looking for brilliant thinkers to join our #Rocketeers. If youve ever wondered what its like to work in a place where people enjoy their work and where talent is more important than the title then keep reading.

What is ScalePad

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in Vancouver Toronto Montreal and Phoenix AZ. However we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: ScalePad provides MSPs of every size with the knowledge technology and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSPs operations analyze and uncover new opportunities and expand value to clients ScalePad is equipping the MSP adventure.

ScalePad has received awards such as MSP Todays Product of the Year G2s 2024 Fastest Growing Product and 2024 Best IT Management 2023 it was named a Best Workplace in Canada by Great Place to Work. ScalePad is a privately held company serving over 12000 MSPs across the globe.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.
We are looking for a Technical Support Specialist to take our Backup Radar solution to the next level. If youre a strong problem solver a fast researcher constantly curious and cant stand users having anything less than a stellar experience we want to hear from you!

This is *not* your typical help desk job. Instead this is a diverse rewarding and career-defining opportunity to go much further. As a Product Support Specialist this makes ScalePads job offering so unique:

• Our users are highly-skilled IT companies (no need to explain the right mouse button).
• Our app is developed to be intuitive to use. Bugs are squashed as soon as (or before!) they appear.
• We have a very modern approach to support keeping it very friendly and personal.
• Currently we only offer email support (using an awesome tool) and our users *love* it!

Responsibilities:

• Spend time interacting with users by email and occasionally by phone.
• Optimize documentation and processes that instigate changes to help scale.
• Gain unique insights into how tens of thousands of IT professionals operate.
• Work closely with our internal Partner Development Executives to provide technical/product expertise.
• Work closely with Product Management and Engineering teams to report and champion the resolution of bugs.
• Drive onboarding/adoption of the platform through your interactions with users.
• Champion our products by writing technical tutorials publishing articles and building inspiring demos.
• Document features and best practices organizing them for discoverability and maintaining quality.
• Dream up and implement new ways to deliver author and interact with technical content.
  
  

Qualifications:

• 2 years of experience providing technical support for a SaaS product is required.
• Strong problem-solving skills and the ability to research issues independently.
• Proficient in basic HTML and Markdown.
• Understanding of API fundamentals and the ability to interpret JSON responses.
• Solid understanding of ticketing systems and support tools.
• Proficient in troubleshooting technical issues across multiple platforms (e.g. Windows macOS Linux).
• Basic knowledge of networking concepts (DNS TCP/IP firewalls).
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Familiarity with backup or recovery solutions is an asset.
• Experience working with IT professionals MSPs or in a B2B environment is preferred.

What Youll Love Working As A Rocketeer:

• Everyones an Owner: Through our Employee Stock Option Plan (ESOP) each team member has a stake in our success. As we scale your contributions directly shape our future and you share in the rewards.
• Growth Longevity and Stability: Benefit from insights and training from our leadership and founder whose extensive experience in funding and scaling successful software companies creates a stable environment for your long-term career growth. Their proven track record fosters a culture of lasting success.
• Annual Training & Development: Every employee receives an annual budget for professional development empowering you to advance your skills and career on your terms.
• Hybrid Flexibility: Enjoy a world-class office at our headquarters in downtown Vancouver Toronto and Montreal
• Cutting-Edge Gear: Whether in the office or at home youll be set up for success with top-of-the-line hardware.
• Wellness at Work: Our Vancouver office features a fitness facility outdoor ping-pong tables
• Comprehensive Benefits: Weve got you covered with an extensive benefits package with 100% medical and dental coverage fully employer-paid RRSP matching after one year of employment and even a monthly stipend to help offset the costs of the hybrid experience.
• Flexible Time Off: With our unlimited flex-time policy in addition to all accrued vacation allows you to take the time you need to recharge and thrive.

Dream jobs dont knock on your door every day.

ScalePad is not your typical software company. When we hire you we arent just offering you a job but rather we are committing to investing in both you and your long-term career. Youll help shape how this modern SaaS company operates and make a genuine impact on the future of our people product and partners.

We invite all qualified candidates to apply. Please note you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However only successful applicants will be contacted.

At ScalePad we believe in the power of Diversity Equity Inclusion and Belonging (DEIB) to drive innovation collaboration and success. We are committed to fostering a workplace where every individuals unique experiences and perspectives are valued and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture guiding our actions and decisions as we build a stronger and more inclusive future together.

Join us and be part of a team that celebrates differences embraces fairness and ensures that everyone has an equal opportunity to contribute and grow. Together were creating an environment where diverse voices are not only heard but also amplified where everyone feels valued and where we can all achieve our full potential.

Please no recruiters or phone calls.

Required Experience:

Manager