Premium Support Advisor (Canada)

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 our Premium Support Advisor, your mission is to be the ultimate customer champion, ensuring our top-tier clients experience seamless, world-class support.

You will serve as a strategic partner to our Premier, Advantage, and Essential accounts, proactively tackling technical challenges and elevating customer satisfaction at every touchpoint. By blending your technical prowess with exceptional communication, you'll not only resolve complex issues but also shape the future of our product by turning customer feedback into actionable insights.

Get ready to collaborate with dynamic cross-functional teams and make a tangible impact on how our VIP clients achieve their learning goals! The Day-to-Day 💻 Deliver VIP Service: Serve as the primary support contact for assigned Premium clients, conducting ticket reviews to identify trends and ensure swift resolution of issues.

Collaborate Across Teams: Work closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership to maximize customer satisfaction and retention. Master Multi-Channel Support: Provide adaptable, top-tier technical support via phone, video, email, and chat, meeting clients exactly where they prefer to communicate.

Investigate and Innovate: Diagnose complex software application issues to find root causes, propose tailored solutions, and escalate crucial concerns directly to the Product team. Shape the Product: Partner with Product and Support Management during new feature rollouts to share vital client insights and feedback that enhance service delivery.

Document for Success: Maintain meticulous records of customer environments, troubleshooting processes, and interactions to boost team knowledge sharing and response effectiveness. Own the Outcome: Autonomously manage customer issues through to full resolution, skillfully handling escalations and prioritizing your workload based on urgency and business impact.

Your Superpowers 🦸♂️ Experience that Counts: You bring a Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience), along with a minimum of 3.5 years in SaaS technical support.

Technical Wizardry: You possess strong technical aptitude with a proven track record of autonomously troubleshooting and resolving complex software applications. Toolbox Mastery: You are highly proficient in navigating industry-leading SaaS support tools, specifically Zendesk, Salesforce, Slack, and JIRA.

Exceptional Communicator: You boast excellent verbal and written communication skills, allowing you to effectively convey complex technical concepts to diverse technical and non-technical audiences. Customer-Centric Mindset: You exhibit strong customer-centered behaviors, a self-starter attitude, and a proactive approach to finding innovative solutions to complex challenges.

Collaborative Spirit: You thrive in cohesive team environments, using critical thinking to empower diverse teams and advocate fiercely for client needs. Culture Champion: You are dedicated to fostering a culture of inclusivity, bringing your unique perspective to help the entire team succeed while ensuring every employee feels valued and respected.

Our Interview Process 🗓️ Step 1: We’ll kick things off with a 30-minute video call with a member of our Talent team. We’ll get to know you, share more about the role and team, and make sure we’re aligned. Step 2: A 30-minute video call with one of our leaders, where they’ll dig deeper into your experience, approach, and what excites you most about this opportunity.

Step 3: A 45-minute technical troubleshooting and scenario-based interview with members of the Premium Support team to showcase your SaaS problem-solving skills. Step 4: A final 30-minute culture and alignment chat with Support Leadership to ensure we’re the perfect match.

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 recruiting_accommodations@docebo.com. The email should also include the position you’re interested in.