Technical Support Analyst, Tier 1 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. Summary: The Technical Support Analyst, Tier 1 serves as a Docebo product expert and the first point of contact for customer issues and inquiries. This role ensures customer satisfaction by addressing technical concerns, troubleshooting issues, and helping clients maximize the system’s potential. The analyst provides prompt and accurate support through various communication channels, ensuring customers have their questions answered and their technical issues resolved efficiently. Primary responsibilities, including but not limited to: The responsibilities listed in this section are representative and not exhaustive. Additional duties may be assigned as needed. - Address customer inquiries and technical issues via inbound/outbound calls, live chat, video, and ticketing systems. - Troubleshoot technical issues by asking clarifying questions and gathering information to identify the root cause. - Take appropriate actions to resolve customer issues quickly and escalate when necessary. - Conduct phone, chat, or email conversations within a highly technical environment for up to 8 hours per day. - Follow up with customers to confirm full resolution of their concerns in a timely manner. - Research complex technical issues using troubleshooting skills or escalate to senior technical staff when required. - Manage customer expectations by communicating realistic response and resolution times. - Reference various resource materials while simultaneously interacting with customers. - Remain seated or relatively sedentary for long periods, ensuring consistent attendance and punctuality in a contact center environment. - Adhere closely to set break and lunch schedules determined by business needs. What it takes to be successful: - Strong ability to quickly learn and communicate software-related and technical concepts clearly to customers. - Exceptional communication skills and a passion for helping customers. - Previous experience in technical support, particularly in SaaS or fast-paced support organizations. - Ability to work effectively in a fast-paced, high-pressure environment while maintaining professionalism. - Capacity to read and comprehend complex technical material. - Ability to follow set schedules for breaks and lunches, as determined by customer needs. - A proactive, problem-solving mindset with a customer-first approach. - Confidence in your abilities and a passion for contributing to team success. Education and Experience: - D02: Typically requires no previous professional experience or internship experience. - Previous experience in technical support is highly desirable, especially within SaaS or LMS environments. - Proven ability to manage customer expectations and deliver effective solutions. Docebo is focused on nurturing a culture of inclusivity that ensures every employee feels valued and respected. We are dedicated to helping every team member succeed and bring their unique perspectives to the team. 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 [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]. 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