ScalePad Looking for Senior Product Support Specialist, SaaS [Hybrid & Remote Work] at Vancouver, BC Full Time

We’re Hiring!

We’re looking for brilliant thinkers to join our #Rocketeers. If you’ve ever wondered what it’s like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: Our award-winning platform strengthens connections between Managed Service Providers (MSPs) and their clients. Trusted by more than 10,000 partners worldwide, ScalePad’s applications are used by MSPs to improve their clients’ overall IT environments and enhance the client experience. The Best Apps in Your Stack™️ deliver actionable insights that lead to enhanced service delivery through automated data collection and analysis.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.

We are looking for a Senior Product Support Specialist, specifically experienced with Saas, to take our next successful offering to the next level (Cognition 360). If you’re a strong problem solver, a fast researcher, constantly curious, and can’t stand users having anything less than a stellar experience, we want to hear from you!

This is *not* your typical help desk job. Instead, this is a diverse, rewarding, and career-defining opportunity to go much further. As a Partner Success Specialist, this makes ScalePad’s job offering so unique:

• Our users are highly-skilled IT companies (no need to explain the right mouse button).
• Our app is developed to be intuitive to use. Bugs are squashed as soon as (or before!) they appear.
• We have a very modern approach to support, keeping it very friendly and personal.
• Currently, we only offer email support (using an awesome tool), and our users *love* it!

Responsibilities.

• Spend time interacting with users by email and occasionally by phone.
• Optimize documentation and processes that instigate changes to help scale.
• Gain unique insights into how tens of thousands of IT professionals operate.
• Work closely with our internal Partner Development Executives to provide technical/product expertise.
• Work closely with Product Management and Engineering teams to report and champion the resolution of bugs.
• Drive onboarding/adoption of the platform through your interactions with users.
• Champion our products by writing technical tutorials, publishing articles, and building inspiring demos.
• Document features and best practices, organizing them for discoverability and maintaining quality.
• Dream up and implement new ways to deliver, author, and interact with technical content.

Qualifications.

• You have 1+ year of experience in a customer facing product support role
• You have experience with administration of Connect-Wise Manage/PSA

Soft Skills.

• Have exceptional verbal and written communication ability (you need to be fluent and highly proficient in English).
• Can empathize with users and quickly grasp the issues they’re facing.
• Enjoy talking about technical concepts, have great analytical skills, and be comfortable explaining technically complicated topics simply and elegantly, even in challenging situations.
• Enjoy the puzzle of solving open-ended problems.
• Are adaptive and have no problem constantly learning about a changing technical product, even when it’s a little out of your depth.
• Are happy to take on new projects, which can sometimes involve quickly researching to become a subject matter expert while seeing things through to completion.
• Are creative, collaborative, optimistic, communicative, intellectually curious, and clever.
• Able to quickly iterate and improve as a perpetual learner and teacher.
• Pay incredible attention to detail.
• Have a proven ability to multitask, stay organized and work rapidly in time-critical situations.

Bonus Marks!

• You have experience with the MSP industry or similar IT organizations.
• You have experience with data analysis and reporting.
• Power BI experience.

Perks, Perks, Perks.

• Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities.
• Training and professional development budget provided to help advance your career and skills (available every year to every employee).
• World-class offices and facilities in downtown Vancouver and Montreal, for locals seeking a hybrid experience.
• Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office.
• A top benefits package including 100% extended health and dental.
• Monthly stipend to assist with creating the best hybrid work experience.
• Employee Stock Options provided to all eligible employees!

Work-Life Balance.

We love our #Rocketeers! We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Our teams work on a hybrid model. This may mean working in one of our hub offices a few set days a week with your team or working remotely, whichever is deemed most beneficial for the success of the employee and specified role. Our goal is to provide the best work-life balance, whether that is in the office or at home.

Even while working remotely our teams are dedicated to staying connected throughout the day, so there is never a dull moment and you still feel part of the community, no matter where you are working from.

Dream jobs do not knock on your door every day.

ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You’ll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

Please no recruiters or phone calls.