Technical Customer Support Specialist

Acuity Insights

  • Vancouver, BC
  • $52,000-70,000 per year
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Empower customers through every answer, insight, and interaction.Join Acuity Insights as a Technical Customer Support Specialist supporting complex EdTech SaaS products in a mission-driven environment. In this fully remote role, you’ll work with our One45 and Analytics solutions to help higher education institutions train and graduate the next generation of doctors, nurses, and other healthcare professionals.You’ll contribute to an evolving support function and collaborate with a team that values knowledge-sharing and continuous improvement. If you love learning fast, solving real problems, and supporting purpose-driven users, this might be a great next step for you.You’ll also be joining a people-first company undergoing meaningful change, one that values balance, invests in your growth, and is building with care for the long term.The Role You’ll PlayYou’ll be a front-line champion for our Program Experience customers, delivering high-quality, human-centred support across our One45 and Analytics solutions.You’ll help users navigate technical challenges, troubleshoot issues, and uncover how to use our products more effectively, all while collecting insights that drive internal improvements and product evolution.You’ll support customers using One45, a powerful and deeply embedded software that powers curriculum delivery, clinical scheduling, evaluations, grades, and operational workflows across medical education.While the product is actively being modernized, institutions continue to rely on the current product to run critical, high-stakes processes, and you’ll help ensure that the experience is smooth, stable, and well-supported.This is a full-time role with core working hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday to Friday. These hours allow you to fully support our customers, stay connected with your team, and collaborate across functions.How You’ll ContributeAs a Technical Customer Support Specialist, you’ll support education programs using One45 and Analytics to streamline operations, surface insights, and graduate great healthcare professionals.You will:
  • Field, prioritize, and resolve customer support inquiries across a range of topics, from user access and product navigation to integrations, reporting, and system configuration.
  • Investigate and troubleshoot technical issues using product knowledge, documentation, tools, and team collaboration.
  • Translate complex workflows and systems into clear explanations and helpful guidance.
  • Identify patterns in support needs and advocate for product or process improvements.
  • Contribute to internal and external documentation, tooling, and support practices that scale.
  • Collaborate with Customer Success, Product, and Development to share customer feedback and solve complex cross-functional challenges.
What You’ll Help Make PossibleSupport at Acuity isn’t just about closing tickets; it’s about empowering people who are empowering future professionals.With your work, we’ll:
  • Deepen trust with our Program Experience customers and help them realize more value from our solutions.
  • Improve the customer journey through responsive support and proactive enablement.
  • Strengthen our support systems and knowledge base to scale with growth.
  • Surface insights and opportunities that influence product, process, and partnership decisions.
Your support work will also inform improvements across these core workflows, from scheduling and evaluations to integrations and system performance, contributing to a more connected, intuitive experience for educators and learners over time.Who You’ll Work WithYou’ll report to the Manager, Client Empowerment and work closely with:
  • Your fellow Customer Support team members, a collaborative, tight-knit group that meets daily and shares knowledge freely.
  • Customer Success Managers, who guide long-term customer relationships and strategic value.
  • Product and Engineering, to escalate complex issues and advocate for customer needs.
  • Enablement and Technical Consultants, who build solutions, run implementations, and solve advanced use cases.
You’ll be joining a caring, experienced team that works in the open, values progress over perfection, and believes support is a strategic function.What You Bring to the Table
  • Hands-on technical support experience. You’ve supported complex, multi-feature SaaS products, troubleshooting issues related to workflows, permissions, integrations, or data integrity in a B2B environment.
  • Clear, empathetic communication. You’ve written helpful, human responses to a wide range of users and know how to explain technical concepts without jargon.
  • Technical acumen and learning agility. You’re comfortable working with complex products and unfamiliar domains. You pick up new systems quickly and enjoy digging in to understand how things work.
  • Proficiency with support tools. You’ve worked with systems like TeamSupport, Zendesk, Jira, Confluence, or similar, managing ticket queues, contributing to knowledge bases, and escalating issues with clarity and context.
  • Process-minded problem solver. You’ve spotted inefficiencies, suggested workflow improvements, created macros or templates, or helped improve triage, always thinking about how to make things better for customers and the team.
  • Curiosity about automation and AI. You’re excited about experimenting with tools that reduce manual work or enhance the customer experience, even if you haven’t used them yet. You ask good questions, try new things, and learn as you go.
  • Openness to change. You’re not thrown off by shifting priorities, evolving processes, or new tools. Whether or not you’ve worked in a transforming company before, you’re comfortable adapting and you bring a steady, solutions-focused mindset.
How We Support YouCompensation & Growth
  • Fair, transparent salary. The hiring salary for this role is $52,000–$70,000 CAD, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity.
  • Learning budget. $3,000 annually for professional or personal development.
  • Long-term value. Access to employee stock options as part of our shared growth.
Flexibility & Well-Being
  • Remote-first work. Fully remote within Canada, with up to 6 weeks per year to work internationally.
  • Generous time off. Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November.
  • Health benefits. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati.
  • Retirement planning. GRSP matching program with up to 2% salary contribution.
Family & Community
  • Parental leave. 16-week top-up beyond EI, no matter your role in growing your family.
  • People-first culture. A caring, inclusive environment where learning, balance, and belonging are prioritized.
What to Expect From the ProcessWhether you apply directly, are referred, or connect with a recruiter or hiring manager, you’ll be given equal consideration. Your application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here.We don’t use AI to evaluate applications. However, if you don’t meet baseline requirements, like Canadian residency and valid work authorization, you may be automatically screened out. During our conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people.We view hiring as a two-way conversation. Our goal is to learn about and understand your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit.Here are the steps to expect: * Application Review & Response. A human carefully reviews your application. You’ll hear back from us, whether or not you move forward.
  • Conversation with Recruiter. A recruiter will reach out for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture.
  • Conversation with the Manager. A video call with your potential manager to explore your relevant experiences, approach to troubleshooting, and share more about the day-to-day realities of the role and team.
  • Team Conversations. Meet 1:1 with future teammates to assess alignment and ways of working.
  • Decision & Follow-Up. After consolidating feedback, the hiring manager makes a decision, typically within 2–4 business days.
  • Offer Conversation & References. If it’s a mutual match, we’ll invite you to a conversation to walk through the offer. Any offer is contingent on completing a reference check.
We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us.Our Story & PurposeWe believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life.Our journey began with a bold idea: to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014.Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond.In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single, growing organization with a shared purpose and broader vision.What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey.Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia.As we continue to grow, we’re committed to being more than a software provider. We’re trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions.Life at Acuity InsightsWe’re a remote-first team of 130+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can.Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance.We’re committed to inclusion and belonging, not just in principle but in practice. We know that diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being.If you’re looking for purposeful work, room to grow, and a team that’s as thoughtful as it is ambitious, we hope you’ll consider joining us.

Acuity Insights