Spécialiste du support technique / Technical Support Specialist
About The Position
LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music. We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. LANDR is looking for a Technical Support Specialist to ensure proper responses to our users’ questions and issues related to the LANDR ecosystem. You will help users troubleshoot technical and creative challenges, guide them through complex workflows, and ensure they get the most out of our platform. This position is for a predetermined contract.
Requirements
- Experience in a structured customer service or technical support environment (SaaS or e-commerce experience) is highly preferred.
- A deep understanding of what it takes to deliver an exceptional customer experience, with a proven ability to balance empathy, efficiency, and professionalism in every interaction.
- Outstanding written and verbal communication skills, with the ability to translate complex technical jargon into clear, empathetic, and easily digestible solutions for users of all skill levels.
- English is required, French or other languages are considered an asset.
- Knowledge of English is required, as the position involves working with an international team, particularly in Canada, the United Kingdom, and the rest of Europe.
- A deep-rooted passion for music and a strong grasp of music production workflows, bringing true authenticity and shared excitement to every artist and user interaction.
Responsibilities
- Resolving user inquiries regarding account access, subscription tiers, billing discrepancies, and subscription management with clarity and efficiency.
- Assisting users with installation, software licensing, MIDI/audio routing, and plugin compatibility across various operating systems and DAWs.
- Developing an expert-level understanding of the LANDR platform, standard DAW workflows, and popular music production software, plugins, and tools.
- Logging and tracking user issues, ensuring that critical technical bugs or systemic billing issues are promptly escalated to the Support Manager.
- Maintaining accurate internal documentation and helping create user-facing "How-To" guides, FAQs, and troubleshooting articles for the music creator community.
- Identifying commonly voiced friction points, gathering user sentiment, and ensuring our community's needs directly inform ongoing platform improvements.
- Partnering closely with the Product, QA, and Billing teams to quickly communicate emerging bugs, streamline workflows, and co-create lasting solutions that elevate the overall user experience.
Benefits
- Competitive compensation, based on your role, experience and expertise
- Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via PeopleConnect)
- Access to our RRSP program, including an employer matching contribution of up to 2% of your annual salary
- Frequent office and social events (Catering on Monday, Bagel Tuesdays, 5@7, etc.)
- Your birthday is a free day
- Annual public transit (Montreal employees) & sport activity allowance
- Free access to our music studio (for practice or recording)
- Free access to LANDR and Reason products
- Open office space in Downtown close to Square-Victoria Metro Station
- LANDR Band
- Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest…)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
