Technical Customer Support (B2B SaaS) Role: Bilingual (French & English) Salary: $75,000 + $10,000

A global leader in Field Service Management (FSM) software, providing a premier SaaS solution for over 20 years. With a strong international presence and a rapidly expanding North American division, the company is recognized for its innovation and consistent market growth.

The Role We are looking for a Technical Customer Support Specialist to join the North American Support team. Your mission is to ensure a world-class customer experience by providing reliable, high-quality technical assistance. You will act as a key link between the customers and the product/engineering teams, ensuring that every inquiry is handled with precision and empathy. Please Note: The role is a lot more "investigation-heavy" than "high level of inbound phone calls".

Key Responsibilities Ticket Management: Analyze and resolve incoming customer requests via the helpdesk platform. Technical Investigation: Qualify requests by understanding business impacts and reproducing behaviors in a test environment. Cross-Functional Collaboration: Partner with product and engineering teams to identify root causes of technical incidents and implement solutions. Deep-Dive Analysis: Conduct technical diagnostics using logs and testing API requests (Postman). Feature Activation: Guide customers through the activation and optimization of new software features. Continuous Improvement: Proactively suggest updates for internal processes, documentation, and customer satisfaction strategies.

Your Background: SaaS Experience: Proven experience in Customer Support, Customer Care, or Helpdesk roles within a B2B SaaS environment. Technical Proficiency: A strong understanding of the functional stakes of SaaS products to quickly diagnose and triage complex issues. Language Skills: Must be bilingual (English, French) to effectively support a diverse international client base. Spanish is an amazing plus.

Your Strengths: Rigor & Precision: You pride yourself on reliable diagnostics and impeccable follow-up. Customer-Centric Mindset: You are solution-oriented and excel at de-escalating situations with calm and empathy. Team Spirit: You enjoy sharing knowledge and contributing to a cohesive team environment. Proactivity: You view technical hurdles as opportunities to improve the overall product experience.

What We Offer Market Leadership: The opportunity to work with a top-rated FSM solution with a track record of excellence. Award-Winning Culture: Join a workplace recognized for high employee engagement and professional development. Flexibility: A hybrid work policy supporting a healthy work-life balance (up to 50% remote). Sustainability Commitment: Work for an organization with "Gold Medal" CSR credentials, ranking in the top tier of global companies for ethics and sustainability. Inclusive Environment: Our client is an equal opportunity employer committed to diversity and inclusion.

Interview Process Introductory call with the Talent Acquisition team. Interview with regional team members. A practical case study / technical assessment. Final interview with Regional Leadership.