Product Support Specialist - Jobs in Vancouver, BC

Job Description

About Backup RadarWere looking for brilliant thinkers to join our team. If youve ever wondered what its like to work in a place where people enjoy coming to work and where talent is more important than title, then keep reading.Backup Radar is a market-leading software-as-a-service (SaaS) with global offices in Vancouver, BC, and Covington, LAOur success is no accident: We allow IT pros to monitor their backup data to save time and prevent backup issues. Our customers report impressive efficiency gains - we make their businesses more profitable. That compelling value is why weve organically developed a global following, frequently landing ourselves in the conversations at every IT industry event.Working EnvironmentWe care deeply about productivity, both for our users and our in-house teammates. Our products and internal tools require innovation and creativity to create an excellent user experience and to increase product velocity. Best of all, there will be an opportunity for growth within the company as you gain experience. This includes identifying strategic improvements to our process and working closely with internal stakeholders to improve our product vision, roadmap, and key results. Finally, you’ll learn how a modern (and highly revered) SaaS company operates and begin to make a real impact on the future of our partners and our organization.We are looking for a Product Support Specialist / Help Desk Technician to take our successful offering to the next level. If you’re a strong problem solver, a fast researcher, constantly curious, and can’t stand users having anything less than a stellar experience, we want to hear from you!Responsibilities

• Spend time interacting with users by email and occasionally by phone.
• Optimize documentation and processes that instigate changes to help scale.
• Gain unique insights into how tens of thousands of IT professionals operate.
• Work closely with our internal Account Managers to provide technical/product expertise.
• Work closely with Product Management and Engineering to report and champion the resolution of bugs.
• Drive onboarding/adoption of the platform through your interactions with users.
• Champion our products by writing technical tutorials, publishing articles, and building inspiring demos.
• Document features and best practices, organizing them for discoverability and maintaining quality.
• Dream up and implement new ways to deliver, author, and interact with technical content.

Qualifications

• Have exceptional verbal and written communication ability (you need to be fluent and highly proficient in English).
• You can empathize with users and quickly grasp the issues they’re facing.
• Have a good understanding of various IT concepts
• Enjoy talking about technical concepts, have great analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
• Enjoy the puzzle of solving open-ended problems.
• You are adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
• Are happy to take on new projects, which can sometimes involve quickly researching to become a subject matter expert while seeing things through to completion.
• Are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
• Able to quickly iterate and improve as a perpetual learner and teacher.
• Are proficient in basic HTML and Markdown.
• You have a strong general knowledge of software development.
• Have a strong sense of time management.
• Pay incredible attention to detail, OCD preferred.
• Have a proven ability to multitask, stay organized and work rapidly in time-critical situations.
• Once a week, you are able to work a small number of hours (from home) on either Saturday or Sunday to check/answer emails (you’ll be able to take equivalent week hours off in lieu).

Nice to have

• SaaS experience is considered a major asset.
• Great understanding of email servers/ SMTP/ relay configurations
• Managed Service Provider (MSP) or IT department experience is considered a major asset
• Light to moderate development skills and/or scripting
• Experience working in a fast-paced, dynamic and entrepreneurial environment

Perks

• Working at Top Down Campus, a collaborative work environment with cross-functional teams, amongst multiple, rapid-growth SaaS companies at varying stages of growth.
• Mentorship from industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities.
• Training and professional development budget provided to help advance your career and skills (available every year to every employee).
• World-class offices and facilities in downtown Vancouver’s most exclusive business neighborhood with beautiful ocean/mountain views.
• Fully stocked bar, organic local coffee, snacks, food, and a world-class gym.
• Brand new, top-of-the-line height-adjustable desks, workstations, hardware, and equipment provide a comfortable working environment.
• Monthly public transportation subsidy available to all employees, plus a top benefits package including 100% extended health and dental

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