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Job Description & How to Apply Below
We're a B2B SaaS company replacing the spreadsheets, disconnected systems, and manual processes that small and medium-sized manufacturers rely on. Our integrated solution becomes their single system of record for everything. We exist to help them grow their businesses and build better products. We're profitable and growing because we build software that manufacturers actually want to use.
What you'll drive
You're not here to just close tickets. You're here to become the person our customers love, the reason they stay, and the force multiplier that helps our team scale. You will:
Handle tier 1 support issues with speed and genuine care
Triage and route tier 2 and 3 issues to the right internal experts
Troubleshoot IT problems with customer implementations
Build support automation, templates, and processes that scale
Own customer-facing communications and proactive outreach
Free up critical capacity from our development and implementation teams
Who you are
Must Haves:
Technical troubleshooting ability with servers, databases, networking, and on-premise IT environments
Excellent communication skills to de-escalate tense situations, explain complex issues clearly, and keep customers informed throughout resolution
People skills with empathy, patience, and genuine enjoyment of solving problems for others
Should Haves:
Experience with ERP, MRP, or manufacturing software
Background in IT support or helpdesk management
Comfortable in fast-paced startup environments where you wear multiple hats
Nice to Haves:
Manufacturing experience and understanding of shop floor operations, production challenges, and how manufacturers actually work
Experience building automation and implementing new tools
Interest in exploring how AI can improve support quality and efficiency
What's in it for you
High impact role where you directly shape customer experience and company growth
Work with a profitable company where your efforts free strategic capacity
Build our next generation support infrastructure using the latest and greatest
Remote-first work environment with offices in Collingwood and Oakville
This is a remote-first role based in Ontario, Canada with the ability to travel occasionally to our Collingwood or Oakville offices for in-person collaboration. Proximity to one of these offices is a strong asset.
If you want to be the person customers love talking to, if you thrive on building infrastructure that scales, let's talk.
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