[Remote] Bilingual Technical Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Acuity Insights is a company focused on supporting educational programs through their EdTech SaaS product, One45. They are seeking a Bilingual Technical Customer Support Representative to resolve complex customer issues, ensure product stability, and contribute to support practices as the product evolves.

Responsibilities

• Resolve complex issues across workflows, data, reporting, and system configuration, prioritizing depth and quality over volume
• Troubleshoot thoughtfully, applying judgment about when to resolve independently and when to collaborate with Customer Success, Product, or Engineering
• Take ownership of your product learning and skill development through hands-on problem-solving
• Identify patterns in customer needs and share insights that inform documentation, support practices, and continuous improvement

Skills

• Experience supporting complex SaaS products, including nuanced or escalated technical issues
• Comfort operating where processes and escalation paths are still evolving
• Strong communication skills, with the ability to explain system behaviour clearly and calmly
• Professional fluency in English and French, with the ability to support French-speaking partners when needed

Benefits

• $3,000 annual learning budget to invest in your development, whether that's deepening technical skills, building confidence, or exploring new areas of interest
• Access to employee stock options, so you share in the value you help create
• Fully remote within Canada, with up to six weeks per year to work internationally
• Self-directed vacation (most teammates take 4-6 weeks annually), plus a two-week company-wide closure each December
• Health benefits from day one for you and your dependents
• A 2% GRSP matching program to help you plan ahead
• A 16-week parental leave top-up beyond EI, available to all parents
• Policies designed with flexibility, trust, and inclusion at the core
• A culture where care isn't abstract. We respect each other's time, show up for one another, and build systems that make sustainable work possible

Company Overview