Technical Support Analyst, Tier 1

Artificial Intelligence. Actual Impact. At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses. We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart : trust by default, assume positive intent, and create space for different perspectives to thrive. So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops. 🚀 The Adventure Ahead As a Technical Support Analyst at Docebo, you will be the frontline champion and trusted platform expert empowering global organizations to unlock the full potential of AI-powered learning. You won’t just be answering tickets—you will untangle intricate technical puzzles, uncover root causes, and transform everyday customer roadblocks into seamless, delightful learning experiences. In this high-impact role, your problem-solving grit and customer empathy directly shape how thousands of world-class teams learn, innovate, and succeed every single day. 🛠️ The Day-to-Day Connect Across Channels: Deliver swift, empathetic, and top-tier technical guidance to customers through live chat, video, ticketing queues, and inbound/outbound calls in an active, tech-driven environment. Investigate Root Causes: Ask incisive diagnostic questions, analyze platform behaviors, and gather key information to solve underlying software challenges. Architect Swift Solutions: Take decisive action to resolve technical hurdles promptly, set transparent resolution expectations, and strategically escalate complex issues to senior technical staff when needed. Navigate Live Resources: Reference internal documentation, product release guides, and troubleshooting workflows in real time while actively communicating with clients. Close the Loop: Follow up proactively with customers to ensure their technical issues are completely resolved and their learning platforms perform flawlessly. Master the Rhythm: Thrive in an interactive contact center rhythm, taking pride in scheduled coverage, punctuality, and dependable customer availability. ⚡ Your Superpowers Technical Fluency: A solid background in technical customer support, ideally gained in a fast-paced SaaS, cloud, or enterprise software organization. Articulate Communication: Exceptional verbal and written communication skills with a natural talent for translating sophisticated technical concepts into clear, user-friendly solutions. Diagnostic Detective: A proactive, problem-solving mindset with the ability to read, comprehend, and quickly apply complex technical documentation. Poise Under Pressure: The resilience, confidence, and professionalism to multitask efficiently and maintain calm during peak support volumes. Customer-Obsessed Drive: Genuine empathy for users and an authentic passion for turning technical friction into lasting customer trust and satisfaction. Dependable Team Spirit: Strong accountability and dedication to structured scheduling, break adherence, and collective team success. 🌟 Bonus Points LMS Familiarity: Prior experience administering, configuring, or troubleshooting Learning Management Systems (LMS) or enterprise HR tech stacks. Advanced Ticketing Agility: Hands-on experience working with modern customer support platforms and CRM tools (such as Zendesk, Salesforce Service Cloud, or Jira). Our Hybrid Work Philosophy 🤝 Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing. Our Total Rewards Philosophy 🎉 Our Total Rewards Philosophy centers around three core areas to reward and care for our People: Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success. Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being. Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul. Our Promise to You 😍 Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package. Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it. Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off! Family First : We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025! Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long. About Docebo 💙 At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs ( TSX: DCBO & NASDAQ: DCBO ), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We're a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by five core values— Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection —that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Docebo is an Equal Employment Opportunity employer . We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law. As a federal contractor, Docebo is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. Docebo does not discriminate because of protected veteran status or on the basis of disability, and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities. Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to their recruiter directly.