Technical Support Analyst, Tier 1

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 🚀

Step into the role of Technical Support Analyst, Tier 1 and become the ultimate product expert and frontline hero for our customers' success. You will have a direct impact on customer satisfaction by diving deep into technical puzzles, troubleshooting issues, and empowering clients to unlock the full potential of our platform. If you are passionate about delivering top-tier support and thrive in a fast-paced environment where your problem-solving skills shine, this is your chance to make a real difference.

THE DAY-TO-DAY 💻

• Champion the Customer Experience: Address customer inquiries and conquer technical issues through inbound and outbound calls, live chat, video, and our ticketing systems.

• Solve the Puzzle: Troubleshoot complex technical roadblocks by asking the right clarifying questions and gathering essential information to uncover the root cause.

• Drive Rapid Resolutions: Take swift, appropriate actions to resolve customer issues efficiently, and expertly escalate to senior technical staff when necessary.

• Master the Tech Terrain: Navigate a highly technical environment, confidently managing phone, chat, or email conversations for up to 8 hours a day.

• Own the Follow-Through: Proactively follow up with customers in a timely manner to confirm their concerns have been fully resolved.

• Communicate with Clarity: Manage customer expectations like a pro by setting and communicating realistic response and resolution times.

• Anchor the Operations: Maintain consistent attendance and punctuality in a dynamic contact center environment, adhering closely to set break and lunch schedules driven by business needs.

YOUR SUPERPOWERS 🦸

• Tech-Savvy Communicator: Demonstrate a strong ability to quickly learn software concepts and clearly explain technical details to customers of varying skill levels.

• Customer-First Champion: Bring exceptional communication skills and a deep, proactive passion for helping customers succeed.

• SaaS Support Veteran: Leverage your previous technical support experience, especially within SaaS, fast-paced environments, or LMS platforms.

• Grace Under Pressure: Showcase your ability to work effectively and maintain unwavering professionalism in a fast-paced, high-pressure support landscape.

• Information Sponge: Possess the capacity to read, comprehend, and quickly apply complex technical materials while interacting with clients.

• Schedule Rockstar: Exhibit the reliability to follow set schedules for breaks and lunches as determined by fluctuating customer demands.

• Team Player Mindset: Radiate confidence in your abilities and bring a proactive, problem-solving attitude that contributes directly to our team’s shared success.

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 https://www.docebo.inc/home/default.aspx), 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 five core values—Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection—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 https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf. 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 recruiting_accommodations@docebo.com. The email should also include the position you’re interested in.