Founding Support Analyst, CivCheck

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Founding Support Analyst, CivCheck based in Canada.

This is a foundational customer support role for an AI-powered software solution serving government agencies and their communities.

You’ll be the primary day-to-day support contact for customers, owning issues from initial intake through resolution.

The role combines technical troubleshooting, customer advocacy, documentation, and cross-functional collaboration.

You’ll investigate complex product issues, analyze available data, and distinguish defects from configuration or implementation challenges.

As an early member of the support function, you’ll have significant autonomy to establish workflows, playbooks, and knowledge resources from the ground up.

You’ll work closely with Product, Engineering, Design, Professional Services, and Operations to improve both the customer experience and the product itself.

This is an ideal opportunity for a proactive support professional who thrives in ambiguity and wants to help shape a growing product and support organization.

Accountabilities

• Customer support and case ownership: Serve as the primary support contact for contracted customers, managing requests through approved channels, monitoring queues, triaging issues, and prioritizing cases according to severity, business impact, and contractual commitments.
• End-to-end issue management: Own customer cases from intake through resolution or closure, maintaining detailed records of customer impact, investigation steps, reproduction details, workarounds, escalations, decisions, and outcomes.
• Customer communication: Set clear expectations around ownership, next steps, investigation progress, and timelines, communicating with customers through written channels, video, or voice calls when appropriate.
• Troubleshooting and escalation: Investigate and reproduce reported issues, identify root causes, distinguish product defects from configuration or how-to questions, and escalate technical issues to the appropriate internal teams with well-documented tickets.
• Incident management: Coordinate customer-facing communication during critical or high-priority incidents, providing updates on findings, mitigations, responsible teams, next steps, and restoration timelines.
• SLA and emergency support: Monitor support performance against contractual response commitments, identify SLA risks, maintain accurate records, and participate in defined on-call or after-hours coverage for critical incidents.
• Knowledge management: Build and maintain customer-facing and internal documentation, including support articles, troubleshooting guides, runbooks, product guidance, customer-specific playbooks, and self-service resources.
• Customer enablement: Answer product and how-to questions, provide walkthroughs and guidance, and help customers become increasingly confident and self-sufficient with the platform.
• Product partnership: Identify recurring customer issues, support trends, and product opportunities and translate them into actionable feedback for Product and Engineering.
• Cross-functional collaboration: Work closely with Product, Engineering, Design, Professional Services, and Operations on customer issues, releases, user acceptance testing, demonstrations, and improvements to the overall support experience.
• Tools and workflows: Use platforms such as CRM and support systems, collaboration tools, issue trackers, monitoring and session-analysis tools, and AI-powered productivity solutions to manage cases and improve support efficiency.

Requirements

• Professional experience: 4-6 years of experience in technical support or a customer-facing SaaS role, with demonstrated ability to diagnose software issues, work with logs or session data, and investigate problems systematically.
• Technical troubleshooting: Strong analytical and investigative skills, with the ability to identify root causes, reproduce issues, assess impact, and determine appropriate next steps rather than simply passing issues to another team.
• Customer focus: Empathy-driven approach to customer advocacy, with a strong commitment to listening carefully, guiding users effectively, and ensuring issues are resolved thoroughly.
• Communication: Exceptional written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical users and provide comprehensive responses.
• Ownership and autonomy: Comfortable working with ambiguity, taking initiative, making decisions without a predefined playbook, and carrying problems through to resolution.
• Documentation: Strong attention to detail and a genuine appreciation for documentation, with the ability to create accurate, practical resources that help future team members and customers resolve issues faster.
• Collaboration: Comfortable partnering across technical and non-technical teams, receiving feedback, and involving the right stakeholders when issues require additional expertise.
• Systems and tools: Familiarity with CRM and customer support platforms such as Salesforce, Zendesk, or similar tools is beneficial, along with the ability to learn unfamiliar systems quickly.
• AI fluency: Comfortable using AI tools such as Claude, ChatGPT, or similar technologies to improve productivity, investigation, documentation, and customer support workflows, or highly motivated to adopt them quickly.
• Preferred experience: Background in a startup or high-growth environment, experience supporting government or public-sector customers, or experience creating support documentation, knowledge bases, or runbooks is advantageous.
• Domain knowledge: Familiarity with government permitting, licensing, inspections, code enforcement, or similar civic workflows is a plus.
• Location: Candidates based in Canada are preferred.

Benefits

• Competitive compensation with a CAD $70,000-$95,000 base salary range, depending on skills, experience, qualifications, internal equity, and compensation philosophy.
• Competitive benefits designed to support employees and their families.
• Well-deserved paid time off.
• Remote-first working environment.
• Occasional travel for company-wide or departmental in-person meetings, typically 1-2 times per year.
• Opportunity to play a foundational role in establishing support operations for a growing AI-powered product.
• Significant autonomy, ownership, and opportunities for professional growth.
• Inclusive, collaborative culture centered on customer focus, continuous learning, direct communication, and diverse perspectives.
• Reasonable accommodations available throughout the application and hiring process.
• Employment is subject to applicable background-check requirements due to the sensitive information handled for customers.