{"id":2503420,"url":"https://alion.io/job/ponto-sense-customer-support-specialist","title":"Customer Support Specialist","company":{"id":4421124,"name":"Pontosense Inc.","domain":"pontosense.com","url":"https://alion.io/company/pontosense","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":82000,"period":"year","method":"role_country_seniority_unknown","sample_n":383},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-11-02T14:51:10Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support\nYou help families and care partners get the most out of the product that keeps someone they love safe at home.\nThe company\nWe went from a lab in Waterloo to 24 countries in five years. Our sensors detect falls and track sleep, health and wellness, with no cameras, wearables or pendants. Families get peace of mind. Older adults keep their independence. Our CTO, Dr. Yihong Qi, holds 680 patents, and the next few hundred get built here.\nWhy now\nWe are scaling. Our consumer product, Silvie, launches in January. The team is doubling over the next year and a half. More customers means more people who need help, and every one of them is worried about someone they love.\nThe role\nYou are a hands-on member of our support team, covering both Pontosense and Silvie. You help families at home and care organizations with setup, questions and issues. You work alongside our BPO support team and take on the cases that need more care. You report to the Manager, Customer Support.\nWhat you'll own\nTickets from start to finish. Calls, emails and chats from families and care partners, resolved quickly and kindly\nSetup and troubleshooting. You help customers get up and running, and you fix what isn't working\nEscalations. Cases from the BPO team that need more time, context or follow-up\nThe help centre. Clear articles and guides for the questions customers ask most\nCustomer insight. You spot patterns in tickets and bring them to product and engineering\nWhat year one looks like\nCustomers rate support highly and say so\nTickets are resolved faster, and fewer need a second contact\nThe most common questions have clear answers in the help centre\nRecurring issues are flagged, and some are fixed for good\nHow we work\nBuild it right, then make it better. People's safety rides on what we ship, so we test hard and never settle for good enough.\nSay it as it is. Kind and direct, at every level, including the CEO.\nReal exposure. You'll see how every part of a company works, and learn faster than anywhere else.\nDo what you said. Trust is built on follow-through, and we return it with real ownership.\nHard, and worth it. What we build keeps someone's parent safe at home. Rest well, it's part of the job.\nThis is for you if\nYou would rather own a problem than be assigned a task\nThe mission matters to you and the pace feels real, not stressful\nYou are the person who just fixes it\nThis isn't for you if\nYou want a playbook. You'll help write ours\nYou need a big team around you to get things done\nWhat you get\nA sensor for your parents, on us\nDirect access to the leadership team. No layers.\nFair pay. Impact decides your pay and your path, not tenure\nHybrid in Toronto or Waterloo, remote if that's where you do your best work\nHealth, dental and vision benefits\nThe details\nPay: $60,000 to $80,000 CAD base salary\nThis is a new role, created to grow the team, not a backfill\nHow we hire: typically an initial interview, a short case, and a final interview in person with our CEO and members of the team. We may adjust this depending on the role\nWe leverage AI tools in our hiring process, but prioritize human input and manual review\nOur Commitment\nAt Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed.\nIf you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants.\nWe strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.\nWe are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.","description_format":"text","description_chars":4045,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Senior Living & Assisted Living","Home Care Services"],"lifecycle":[{"event":"open","at":"2026-10-14T06:50:20Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.591,"p_room":0.55,"age_days":35,"expected_fill_days":24,"reasons":["conf:3","win:tail"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/ponto-sense-customer-support-specialist","json_url":"https://alion.io/job/ponto-sense-customer-support-specialist.json","meta":{"generated_at":"2026-11-02T17:49:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24762,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4421124},"rest":"https://alion.io/mcp/rest/get_company?id=4421124"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fponto-sense-customer-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fponto-sense-customer-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fponto-sense-customer-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ponto-sense-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fponto-sense-customer-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2503420}},{"tool":"search_jobs","arguments":{"company":"pontosense.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2503420},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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