Technical Support Specialist

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner.

CoLab is a cloud based platform purpose built for fast, effective design review. Using CoLab, multiple engineers, designers, and other stakeholders can review designs together and build off one another's feedback. Engineers at companies like Ford, Komatsu, and Johnson Controls use CoLab to review designs faster, prevent mistakes, and build the next generation of innovative products.

What you’ll do: 

Our ideal candidate is someone who is autonomous, with the ability to troubleshoot and communicate effectively in writing. You enjoy helping others and have a strong sense of urgency. This position is on a 7am to 3pm UTC shift, so being a morning person is a win!

• Provide help and answers to customers' technical issues by identifying the problem, researching answers and providing guidance.
• Champion all aspects of the user’s experience, with a focus on clarity and speed.
• Work to clarify and triage customer requests as quickly as possible.
• Maintain a positive customer sentiment throughout the support process and escalate appropriately.
• Consistently follow up with the internal teams on open issues.
• Consistently and confidently triage and escalate requests to other internal teams in a timely manner.
• Independently own the support process and decision matrix, completing retros and updating as necessary.

What you’ll need: 

• Experience dealing with external enterprise customers in a technical support context for a SaaS web application.
• Exceptional interpersonal skills with a broad range of external and internal teams.
• Exceptional written communication skills and the ability to effectively communicate technical concepts to non-technical users.
• Ability to communicate effectively and with empathy via phone and web conference.
• Experience with a ticket management system like Zendesk, Shortcut, or Jira.
• Experience managing and maintaining a knowledge base.
• This role will deal with highly sensitive information, requiring the successful completion of enhanced background checks and security clearance in some situations.

Nice to have:

• Experience with web debugging tools such as Chrome Dev Tools, JavaScript Console and performance monitoring platforms like Datadog, New Relic or AppDynamics
• Experience working with CAD desktop software and troubleshooting issues loading / converting CAD files

The extra details: 

• Compensation: This is a full-time, permanent position with a competitive compensation package that includes a stock options package.
• Benefits: This role offers health and dental insurance (covered at 100% for the employee) and unlimited PTO.
• Remote/Hybrid Work: Our main office location is in St. John’s, NL, Canada. This role is based in Ireland and is 100% remote, working 7am to 3pm UTC. 
• Success measured by: Response time to customer requests,  average handling time, customer satisfaction.