Technical Support Analyst, Tier 1

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.

Summary:

The Technical Support Analyst Tier 1 serves as a Docebo product expert and the first point of contact for customer issues and inquiries. This role ensures customer satisfaction by addressing technical concerns troubleshooting issues and helping clients maximize the systems potential. The analyst provides prompt and accurate support through various communication channels ensuring customers have their questions answered and their technical issues resolved efficiently.

Primary responsibilities including but not limited to:

The responsibilities listed in this section are representative and not exhaustive. Additional duties may be assigned as needed.

• Address customer inquiries and technical issues via inbound/outbound calls live chat video and ticketing systems.

• Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause.

• Take appropriate actions to resolve customer issues quickly and escalate when necessary.

• Conduct phone chat or email conversations within a highly technical environment for up to 8 hours per day.

• Follow up with customers to confirm full resolution of their concerns in a timely manner.

• Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required.

• Manage customer expectations by communicating realistic response and resolution times.

• Reference various resource materials while simultaneously interacting with customers.

• Remain seated or relatively sedentary for long periods ensuring consistent attendance and punctuality in a contact center environment.

• Adhere closely to set break and lunch schedules determined by business needs.

What it takes to be successful:

• Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers.

• Exceptional communication skills and a passion for helping customers.

• Previous experience in technical support particularly in SaaS or fast-paced support organizations.

• Ability to work effectively in a fast-paced high-pressure environment while maintaining professionalism.

• Capacity to read and comprehend complex technical material.

• Ability to follow set schedules for breaks and lunches as determined by customer needs.

• A proactive problem-solving mindset with a customer-first approach.

• Confidence in your abilities and a passion for contributing to team success.

Education and Experience:

• D02: Typically requires no previous professional experience or internship experience.

• Previous experience in technical support is highly desirable especially within SaaS or LMS environments.

• Proven ability to manage customer expectations and deliver effective solutions.

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 Hybrid Work Philosophy

Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate solve problems and learn from each other. With flexibility the rest of the week its a balance designed to help everyone do their best work and keep growing.

Our Total Rewards Philosophy

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.

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.

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:

IC