Premium Support Advisor

Artificial Intelligence. Actual Impact.

At Docebo were using AI to change how people learn at workand we mean actually change it. Were 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.

Were shaping the future of learning with a team that isnt afraid to challenge the status quo. If youre excited by the idea of using AI to make work-life better for real peopleyoull feel right at home here. And its not just what we build its how we show up. At Docebo our values arent just posters on the wallthey 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.

About the Opportunity:

Summary:

The role of the Premium Support Advisor is crucial in ensuring that our Premium Support customers enjoy a seamless experience with our products. As the dedicated point of contact for Advantage level accounts the Premium Support Advisor will play a key role in elevating customer satisfaction by proactively addressing technical issues and providing tailored support services. This role involves collaboration with various internal teams to deliver timely and effective solutions while fostering strong relationships with clients.

In addition to technical support the Premium Support Advisor will analyze support trends and customer feedback to enhance service delivery continuously. This position requires a blend of technical expertise excellent communication skills and a commitment to customer advocacy to ensure that client needs are not only met but anticipated.

Primary Responsibilities including but not limited to:

• Serve as the primary Support contact for Premier Advantage and Essential Premium Support accounts; provide rollover support for Elite accounts as needed ensuring consistent communication and assistance.

• Collaborate closely with Customer Success Managers (CSMs) Account Managers (AMs) Professional Services (PS) Technical Account Managers (TAMs) and leadership teams to maximize customer satisfaction and retention.

• Conduct monthly ticket reviews with assigned Premier accounts to enhance their support experience by identifying trends and ensuring swift resolution of issues.

• Provide multi-channel technical support to Premium Support customers via phone video email and chat ensuring adaptability to client communication preferences.

• Advocate for the business needs of Premium clients ensuring timely case resolution while striving to exceed customer expectations in service delivery.

• Maintain meticulous documentation of customer environments interactions and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness.

• Ensure the successful delivery of Premium Support offerings helping clients realize value and satisfaction from their investment.

• Diagnose software application issues to determine root causes and propose appropriate solutions escalating concerns to the Product team when necessary.

• Collaborate with Product and Support Management teams on the introduction and rollout of new product features providing client insights and feedback.

• Manage customer issues through to resolution effectively addressing escalations and prioritizing workload based on urgency and customer impact.

What it takes to be successful:

Successful candidates will exhibit strong customer-centered behaviors technical proficiency and a proactive approach to problem-solving. Exceptional communication skills are essential enabling the Premium Support Advisor to effectively engage with technical and non-technical stakeholders. A self-starter mindset and collaborative nature will enhance their ability to work with diverse teams while critical thinking skills will empower them to find innovative solutions to complex challenges.

Education and Experience:

• Bachelors degree in Computer Science Information Technology or a related field (or equivalent professional experience).

• Minimum of 3.5 years of experience in SaaS technical support or a related field.

• Demonstrated ability to autonomously lead technical support requests to resolution.

Required Skills:

• Strong technical aptitude with experience troubleshooting complex software applications.

• Proficiency in using SaaS support tools such as Zendesk Salesforce Slack and JIRA.

• Excellent verbal and written communication skills with the capacity to convey technical information to diverse audiences.

• Ability to work both independently and as part of a cohesive team.

Specific Shift Hours:

• Opening #1: 4pm EST Tuesday through 1am EST Sunday

• Opening #2: standard Monday - Friday EST
  

Docebo is focused on nurturing a culture of inclusivity that ensures every employee feels valued and respected. We are dedicated to helping every team member succeed and bring their unique perspectives to the team.

Our Total Rewards Philosophy

Recognizing and rewarding the outcomes and behaviours that shape the future of learning.

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Rewarding Impact: We lead with competitive pay to reward the impact skills and traits that fuel our success.

• Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our peoples physical mental and financial well-being.

• Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency equity and flexibility enabling our people to do their best work and stay for the long haul.
  

Our Promise to You

• Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount plus a competitive compensation package.

• Your Well-Being Covered: Youll get access to health benefits so you can get the care you need when you need it.

• Rest Relax Repeat: Rest and recharge with paid vacation days two company-wide Docebo Days floating holidays for cultural celebrations and your birthday off!

• Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!

• Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE DWA BIDOC and Green Ambassadors) and company-wide events that keep the fun rolling all year long.

• Fri-Yay: Kick off your weekends early with 4:30 PM Fridays (eligible employees only).

• Swag Central: Look fresh with your new-hire swag and enjoy access to our internal swag store to stay branded year-round.

About Docebo

At Docebo we create seamless AI-powered learning experiences for over 3000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO) been recognized as a top SaaS e-learning solution and are growing exponentially in the process. Were a global company with office across North America EMEA APAC and beyond. Our team is guided by six core valuesInnovation Simplicity Accountability Togetherness Curiosity and Impactthat shape everything we do. If this resonates with you now is the perfect time to join one of the fastest-growing learning technology companies in the world. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race colour religion sex (including pregnancy gender identity and sexual orientation) national origin citizenship status age disability genetic information or any other category protected under applicable law.

As a federal contractor Docebo is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. Docebo does not discriminate because of protected veteran status or on the basis of disability and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities.

Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to The email should also include the position youre interested in.

Required Experience:

Unclear Seniority