Technical Support Analyst at Docebo

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 next Technical Support Analyst, you are the frontline hero and resident product expert dedicated to ensuring our customers' success. You’ll dive deep into our AI-powered ecosystem to dismantle complex technical hurdles, turning frustrating roadblocks into "aha!" moments for users worldwide. By mastering the intersection of technology and education, you will directly impact business growth and learner satisfaction, proving that world-class support is the ultimate superpower. THE DAY-TO-DAY 🛠️ - Be the First Responder: Take the lead on customer inquiries across live chat, video, and ticketing systems to provide immediate, high-impact solutions. - Solve the Puzzle: Investigate complex technical issues by asking the right questions and gathering data to pinpoint the exact root cause. - Orchestrate Resolutions: Take swift action to fix issues on the spot or strategically escalate them to senior teams when the situation demands a deeper dive. - Master the Dialogue: Navigate a highly technical environment for up to 8 hours a day, maintaining high energy and clarity across all communication channels. - Bridge the Gap: Manage customer expectations with radical transparency, providing realistic timelines while constantly referencing a deep library of technical resources. - Stay the Course: Maintain high reliability in a contact center environment, ensuring consistent attendance and adhering to scheduled breaks to keep our support engine running smoothly. YOUR SUPERPOWERS ⚡ - The Tech Translator: You have a strong ability to quickly learn software concepts and explain them to others in a way that just "clicks." - The SaaS Veteran: You bring previous experience in technical support, specifically within fast-paced SaaS or support organisations. - The Pressure Performer: You thrive in high-pressure environments, maintaining your professionalism and "Docebo Heart" even when the heat is on. - The Information Architect: You possess the capacity to read, comprehend, and apply complex technical material with ease. - The Customer Champion: You lead with a proactive, problem-solving mindset and a genuine passion for helping people succeed. - The Team Player: You are confident in your skills and excited to contribute to a global team that celebrates collective wins. BONUS POINTS 🌟 - LMS Experience: You have previous experience specifically within Learning Management Systems (LMS). - Bilingual Bonus: You are proficient or fluent in French. - Expert Troubleshooter: You have a proven track record of managing high-level customer expectations and delivering sophisticated technical solutions. 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. - Fri-Yay: Kick off your weekends early with 4:30 PM Fridays (eligible employees only). - Swag Central: Look fresh with your new-hire swag and enjoy access to our internal swag store to stay branded year-round. 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 [Upgrade to PRO to see link] 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 six core values—Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact—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 [Upgrade to PRO to see link] 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 [Upgrade to PRO to see contact]. The email should also include the position you’re interested in.