Customer Support Analyst (Technical)

Clariti Cloud Inc.

2d•CA$70,000 - CA$80,000•Remote

About The Position

As a Customer Support Analyst at Clariti, you will be at the forefront of delivering exceptional service to our customers. Your role focuses on ensuring a seamless and positive customer experience by troubleshooting technical issues, providing thoughtful solutions, and guiding customers through the effective use of our products. Reporting to the General Manager - Mid Market, you will play a key role in maintaining and strengthening customer relationships, serving as a trusted resource for resolving support cases. Beyond resolving issues, Customer Support Analysts are also responsible for educating and empowering customers. Whether it's explaining product functionality, sharing best practices, or connecting customers with helpful resources, you'll help build customer confidence and enable them to get the most value from Clariti's software. By combining technical expertise with a customer-first approach, you'll contribute to both customer success and the continued improvement of our products and support experience.

Requirements

3+ years in a technical support capacity — you've diagnosed and resolved software issues, worked with logs or session data, and know how to systematically investigate a problem rather than just pass it along; experience in SaaS is strongly preferred
A customer-first mindset — you're genuinely invested in making customers feel heard, supported, and set up for success
Strong written and verbal communication skills — you can translate technical concepts clearly for non-technical audiences, and your responses leave customers with answers, not follow-up questions
Comfort with ambiguity — you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help shape one
Curiosity and resourcefulness — you're willing to say "I don't know, but I'll find out," and you follow through every time
Attention to detail — you handle customer issues thoroughly and keep records accurate and up to date
Collaborative spirit — you work well across teams, take feedback well, and know when to loop in the right people
Familiarity with CRM and support tools — experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must
Familiarity with AI tools (ChatGPT, Claude, or similar) — you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better

Nice To Haves

Startup or high-growth environment experience — you've worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the fly
A bias toward action — when something's broken, you don't wait for someone to assign you a ticket; you dig in, flag it, and help move it forward

Responsibilities

Be the first point of contact for inbound customer support requests — answering how-to questions, explaining product functionality, and providing walkthroughs or existing resources to help customers accomplish their goals
Troubleshoot, investigate, and replicate customer-reported issues, and file well-documented bug reports with Engineering via JIRA when escalation is needed
Connect with customers directly — whether through written correspondence or live video/voice calls — to work through more complex issues with care and clarity
Advocate for customers by surfacing patterns and feedback to Product and Engineering teams, helping shape the direction of the platform
Contribute to building and auditing customer-facing and internal resources, including knowledge base articles, Arcade walkthroughs, and self-service content — with real influence over what gets created
Help customers through configuration and setup, deepening your own product knowledge in the process
Work cross-functionally with Product, Engineering, and Design to resolve issues and improve the customer experience end-to-end
Be part of building a support function that's still taking shape — there's a genuine opportunity here to help define processes, influence tooling decisions, and grow with the team
Use a modern support stack including Salesforce, Zendesk (in progress), Slack, JIRA, Arcade, G-Suite, Sentry, Mailgun, and AI enablement tools like Claude