Technical Support Analyst, Tier 1 (UK)

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.

As a Technical Support Analyst you will serve as the ultimate Docebo product expert and the vital first point of contact for our customers! Your mission is to dive into technical inquiries troubleshoot complex challenges and empower clients to maximize the systems full potential. By resolving issues efficiently and nurturing our inclusive customer-first culture you will directly impact our users success and ensure every customer feels valued and respected. Get ready to transform technical hurdles into seamless learning experiences in a fast-paced highly rewarding environment.

• Be the First Responder: Address customer inquiries and technical issues promptly across inbound/outbound calls live chat video and ticketing systems.

• Play Detective: Troubleshoot complex technical issues by asking clarifying questions and gathering essential information to pinpoint the root cause.

• Drive Resolutions: Take appropriate decisive action to resolve customer issues quickly and smoothly escalate to senior technical staff when necessary.

• Master the Matrix: Seamlessly reference various resource materials while simultaneously interacting with customers and delivering prompt accurate support.

• Communicate Clearly: Manage customer expectations by communicating realistic response and resolution times and follow up in a timely manner to confirm full resolution.

• Stay Engaged: Conduct technical conversations via phone chat or email for up to 8 hours per day in a contact center environment remaining relatively sedentary while ensuring consistent attendance and punctuality.

• Keep the Rhythm: Adhere closely to set break and lunch schedules as determined by business and customer needs to keep our support operations running smoothly.

• Translate Tech to Human: Exhibit a strong ability to quickly learn and communicate software-related and complex technical concepts clearly to customers.

• Champion the Customer: Bring exceptional communication skills coupled with a proactive problem-solving mindset and a genuine passion for helping customers.

• Thrive Under Pressure: Showcase a proven ability to work effectively and maintain professionalism in a fast-paced high-pressure environment.

• Process Complex Info: Demonstrate the capacity to easily read and comprehend complex technical material.

• Radiate Confidence: Exude confidence in your abilities and bring a collaborative passion for contributing to the teams success and bringing unique perspectives.

• Industry Insider: Possess previous experience in technical support which is highly desirable especially within SaaS or fast-paced support organizations.

• LMS Guru: Have background experience working within Learning Management System (LMS) environments.

• Proven Track Record: Hold a proven ability to consistently manage customer expectations and deliver effective solutions.

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 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.
  

• 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.

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 five core valuesGrow Together Win Together Build with Our Customer Clear is Kind Own Outcomes Progress Over Perfectionthat 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