[All remote jobs](https://jobicy.com/jobs.md)[![Customer.io logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/b82146da-221.jpg)](https://jobicy.com/company/customer-io.md)[Customer.io](https://jobicy.com/company/customer-io.md) # Technical Support Engineer, Canada AI Summary Customer.io is hiring a Canada-based Technical Support Engineer to provide email and live-chat support for its customer messaging platform. The role involves triaging technical tickets, diagnosing customer issues, helping users onboard, and collaborating with Product and Customer Success teams on improvements. Candidates need customer-facing technical support experience, strong written communication, familiarity with basic programming concepts, and comfort working in a fast-paced SaaS environment. The position includes rotating weekend coverage and requires working hours aligned with Central or Mountain Time. The role offers a growth path toward Engineering, Product, or Customer Success functions.[Apply for this job](#job-application)[View company](https://jobicy.com/company/customer-io.md)ShareRemote from[Canada](https://jobicy.com/job-region/canada.md)SalaryUSD 70k–70k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished8 Nov 2026Apply before8 Dec 2026Listing views66Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### About [Customer.io](https://jobicy.com/company/customer-io.md) Over 9,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. [Customer.io](http://Customer.io) powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data. ### About the role Hi, I’m Aerie, Manager, Technical Support Tier I at [Customer.io](http://customer.io/). I’m looking for a Technical Support Engineer to join our growing team based in Canada. As a Technical Support Engineer, you’ll communicate directly with our customers via our Support Center. Our team is especially excited to hear from folks with Technical Support backgrounds who have experience communicating technical tasks mostly over email—a strong ability to communicate in writing is more than nice to have. On a day-to-day, you’ll triage a diversity of support tickets as well as work on process improvement, and conduct regular touch points with our Product and Customer Success teams. You’ll also help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals. Our TSEs have contact with more customers than anyone else in the company, so you’re our secret sauce to ensure we provide a remarkable customer experience. Our customers are core to everything we do (it’s in our name!) – so it’s key to bring your passion to customers and help solve their problems to advocate for product improvements. Today, our Technical Support team is powered by Zendesk for ticketing, Linear for bug tracking, and Zapier for automating support team workflows. We support our customers through email and live chat. While we mostly interact with each other through Notion and Slack, it’s not uncommon for us to jump on a Zoom or Roam pairing session or a video call to clarify customer scenarios or share tips to remedy customer issues. Are you interested in growth opportunities? So are we. Our Technical Support Team offers various career paths, such as our Engineering, Product, or Customer Success Teams. We’re looking for folks who want to develop professionally as [Customer.io](http://customer.io/) grows. What we are looking for: * Located in Canada * Working hours align with Central or Mountain time zone * This role includes rotating weekend support coverage * Experience in a technical support role and/or customer-facing role * Familiarity or comfort with offering live channel support * An understanding of basic programming concepts (API, variables, if-else statements, loops, etc.). If you know some Javascript, too, that’s even better! * Excellent written and verbal communication skills * Be motivated with a self-starter attitude * Previous work for a SaaS company or an understanding of technical platforms * Ability to work in a fast-paced, team environment * Experience with the Marketing Automation industry a plus or supporting email marketing/business communication tools! ### About you: * You love technical problem-solving and demonstrate curiosity. * You enjoy helping others with your technical knowledge and take pride in your work. * You see every support interaction as an opportunity to improve the customer experience. * You take ownership of delivering results and get satisfaction from getting things done. * You’re passionate about learning new things. * You’re not afraid to ask questions if you’re confused about how something works. * You understand written communication is not always flawless and assume the best intentions during interactions with customers and your team. Empathy is one of your strongest attributes. ### Compensation & Benefits We believe in transparency. Starting salary for this role is $70,000 USD (or equivalent in local currency) depending on experience and subject to market rate adjustment. In addition to base salary, this role includes an equity grant in the form of stock options, so you share in the success you help build. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more. [See full benefits here →](https://customer.io/careers#:~:text=our%20collective%20success.-,BENEFITS,-Our%C2%A0) ### Our Process No gotchas, no trick questions – just a clear, human process designed to help both of us make an informed decision. * 30-minute video interview with Recruiter * 45-minute video call with Hiring Manager * A take-home assignment to prepare for your next interview * 60-minute video call with three potential teammates to go over the take-home assignment * 30-minute video call with Senior Leadership All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process. [Customer.io](http://customer.io/) recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact. Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official [Customer.io](http://customer.io/) letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact [jobs@customer.io](mailto:jobs@customer.io). ### Join us! Check out our [careers page](https://customer.io/careers/) for more information about why you should [come work with us!](https://customer.io/about/) We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now. Show more [Apply now >](https://jobicy.com/jobs/159714-technical-support-engineer-canada.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a moderately demanding support role because it combines customer communication with technical troubleshooting of APIs, integrations, and messaging workflows. The ticket volume, live support channels, cross-functional coordination, and rotating weekend coverage increase the operational pace. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$70,000US market range (per year)$65k–$85k0$93.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer states a starting base salary of $70,000 USD. The annual cadence is inferred from the professional full-time role and conventional interpretation of a stated US salary amount, as no explicit pay period is provided. Estimated market compensation for comparable Canada-based technical support engineering roles is $65,000–$85,000 USD per year; this is an AI estimate, not verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support](https://jobicy.com/jobs?search_keywords=Technical%20support.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Email support](https://jobicy.com/jobs?search_keywords=Email%20support.md)[Live chat support](https://jobicy.com/jobs?search_keywords=Live%20chat%20support.md)[Ticket triage](https://jobicy.com/jobs?search_keywords=Ticket%20triage.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[API troubleshooting](https://jobicy.com/jobs?search_keywords=API%20troubleshooting.md)[JavaScript fundamentals](https://jobicy.com/jobs?search_keywords=JavaScript%20fundamentals.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Linear](https://jobicy.com/jobs?search_keywords=Linear.md)[Zapier](https://jobicy.com/jobs?search_keywords=Zapier.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Bug reporting](https://jobicy.com/jobs?search_keywords=Bug%20reporting.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md) Sample interview questionsHow would you investigate a customer report that an automated message was not sent?I would first confirm the expected trigger, audience conditions, event data, and message status. Then I would review relevant logs or delivery details, reproduce the workflow where possible, identify whether the issue is configuration, data, integration, or platform related, and communicate clear next steps to the customer. How do you make a technical support email understandable to a non-technical customer? I use plain language, explain the impact before the technical detail, and provide numbered actions with expected outcomes. I avoid unnecessary jargon, include screenshots or examples when useful, and close by confirming what information I need if the issue persists. Describe how you prioritize a queue of support tickets. I prioritize by customer impact, urgency, security or delivery risk, and the number of affected users. I address blockers and widespread incidents first, acknowledge lower-priority requests quickly, and keep customers informed when investigation requires more time. What is an API, and how would you use API knowledge in support? An API is an interface that lets software systems exchange data and trigger actions. In support, I would use API knowledge to verify requests, inspect payloads and responses, identify authentication or formatting errors, and help customers implement the correct integration behavior. How would you turn recurring customer problems into an improvement opportunity? I would document the pattern with examples, frequency, impact, and probable root cause. I would share that evidence with Product or Engineering, suggest documentation or workflow improvements, and track whether the change reduces future support volume. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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