[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