Technical Customer Support (IoT & SaaS)

About our client

Our client is a fast-growing, Toronto-based cleantech startup building AI-powered energy management software and IoT hardware for large commercial and industrial facilities. Their cutting-edge platform combines smart sensor devices with an AI-driven portal to help clients monitor, predict, and reduce energy consumption in real time. Operating at the intersection of sustainability and innovation, they are deeply committed to driving real-world environmental outcomes and fostering a high-ownership culture.

Key Note & Application Instructions

TO APPLY, send your current CV directly to SHERYL.SAN.LORENZO@RANDSTADDIGITAL.COM.

Please note: Due to high application volumes, only candidates who meet the outlined requirements will be contacted for further discussion.

Role Overview

As the Technical Customer Support Specialist, you will be the sole owner of the client support function, serving as the primary point of contact for B2B clients across North America. This urgent, high-visibility role exists to manage support operations end-to-end, bridge the gap between software and hardware troubleshooting, and scale automated self-serve resolution. Your immediate impact will involve stabilizing the support function, optimizing the ticketing workflow, and building out the company's AI-driven knowledge base from the ground up.

Main Responsibilities

• Own and manage the Intercom ticketing system end-to-end, ensuring all inbound B2B queries are triaged, categorized, and resolved within defined SLA targets.
• Diagnose and troubleshoot complex client issues spanning both software (the dataTrack portal, Demand Response, and pTrack programs) and physical hardware (IoT devices, network misconfigurations, and connectivity drops).
• Build, maintain, and continuously improve the Intercom AI assistant knowledge base to enable automated self-serve resolution for clients.
• Coordinate directly with utility companies on behalf of clients to obtain portal access, retrieve interval data, and arrange site visits or KYZ pulse installations.
• Support new customer onboarding by configuring portal accounts, managing user permissions, and walking clients through the platform's functionalities.
• Liaise with internal technical teams and escalate complex bugs to engineering with thorough documentation of symptoms, data discrepancies, and device details.
• Compile quarterly reports on recurring support issues to identify trends and actionable patterns for the product and engineering teams.

Must-have required skills and experience

• Startup/SaaS Background: 2+ years of technical customer support experience specifically within a startup, SaaS, or fast-paced tech company.
• Daily AI Tool Proficiency: Genuine, demonstrable habit of utilizing AI tools (Claude, Gemini, or ChatGPT) to solve daily work problems.
• Hardware/Software Troubleshooting: Proven comfort diagnosing technical issues across both software portals and physical hardware/IoT setups.
• Support Tooling & Data Hygiene: Hands-on experience with Intercom, Zendesk, or equivalent ticketing tools, alongside working knowledge of Excel for data cleanup and reporting.
• Commute & Location: Ability to commute to the Toronto office fully in-person during a initial 3-month probationary period.
• Communication: Exceptional written and verbal English communication skills.

Nice-to-have skills

• Experience or deep interest in cleantech, energy management, utilities, or building automation technology.
• An "Apple Genius Bar" or hands-on IT support technician archetype background.
• Proficiency with HubSpot, ClickUp, or Jira.
• Technical writing ability for creating SOPs, FAQs, and internal resolution playbooks.
• Professional proficiency in French to support upcoming Quebec-based clients.
• An Engineering or Computer Science degree (or equivalent technical education).

Other important info (Logistics & Compensation)

• Location/Work Mode: Hybrid. Fully in-office in Toronto during the initial 3-month probation period, transitioning to up to 2 days WFH/week afterward.
• Employment Type: Full-time
• Compensation: $75,000–$90,000 base salary + $5,000 annual bonus ($80,000–$95,000 OTE).
• Benefits/Perks: Comprehensive health, dental, and vision benefits; potential equity participation; access to on-site facilities including a gym.