{"id":4000082,"url":"https://alion.io/job/quandri-support-specialist","title":"Support Specialist","company":{"id":7281,"name":"Quandri","domain":"quandri.io","url":"https://alion.io/company/quandri","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PDT","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Incident Management","optional":false},{"name":"LinkedIn","optional":false}],"status":"live","first_seen_at":"2026-11-09T22:57:30Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-10T03:06:06Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Who we are\nOur mission at Quandri is to transform insurance into a trusted and delightful experience using AI. We are building the AI operating system for North America’s best insurance agencies and brokerages.\nFor the first time ever, we have the technology to fundamentally change how insurance operates, and the stakes are human. Better insurance means families protected from harm, businesses able to take risks, and communities more resilient when the worst happens. For insurance practitioners, the ability to deliver this level of service finally becomes possible.\nWhat we do\nQuandri brings deeply specific, vertically-focused AI to the industry’s most critical stakeholders:insurance agencies and brokerages.\nAgents are the lifeblood of the industry, the place where most property and casualty insurance is sold and serviced. Yet operating an agency is harder than ever. Peak product complexity, accelerating consolidation, a deepening talent crisis, and the AI revolution are all reshaping how agencies work.\nQuandri sits at the cutting edge of this shift, rebuilding how agencies operate one workflow at a time. We pair a deep understanding of insurance processes, systems, and data with serious technical capability and proprietary models, so the transformation is tangible and operational rather than aspirational.\nWe’re making insurance better for policyholders, while helping insurance brokerages deliver a better client service, grow faster, and harness AI so that they control the future of insurance distribution.\nWhy join us?\nYou'll join a fast-moving team with real ownership, direct access to leadership, and a genuine hand in shaping the company's next chapter.\nWe are headquartered in beautiful Vancouver, BC, backed by leading US and Canadian investors, and the recognition has followed:\nLinkedIn’s Top Canadian Startups in 2024 & 2025\n\nDeloitte’s Fast 50\n\nCB Insights’ Insurtech 50 and Fintech 100\n\nThe Globe and Mail’s Top Growing Companies in Canada.\n\nAbout the role\nAs a Support Analyst at Quandri, you’ll be the first line of help for the insurance brokerages that rely on our tool every day. You’ll own customer issues from the first report through resolution. That means investigating, troubleshooting and diagnosing problems across a technically complex product, then explaining the fix clearly and with empathy.\nYou’ll work closely with Customer Success, Implementation, Product and Engineering. You’ll turn what customers tell you into clear bug reports, product feedback and escalations. Beyond the ticket queue, you’ll keep an eye on our customers’ system runs so you can catch problems before customers do, write Knowledge Hub articles that help brokerages solve issues on their own, and dig into ticket data to find patterns that make support faster and smarter. You’ll also support incident management, including determining severity, streamline communications, and working with other cross-functional teams like Product and Engineering to resolve the issue. This is a hands-on role on a small, growing team, so you’ll have real ownership and a direct hand in how support works at Quandri.\nWhat you’ll do:\nProvide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.\n\nOversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.\n\nInvestigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.\n\nDemonstrate empathy, patience, and a customer-centric approach in all interactions.\n\nCollaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.\n\nMonitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.\n\nTake ownership of projects to help improve the support team, our overall customer service and cross-collaboration with internal stakeholders.\n\nThe right person for this role will have:\n3+ years direct experience working in customer support\n\nStrong understanding of AI and automation technologies\n\nBased on the West Coast or ability to work standard working hours that may fall between the hours of 9am - 6pm PDT\n\nWorked with a technically complex product\n\nTechnically curious with a desire to learn product function and new technologies\n\nPossess a talent for investigating, troubleshooting, and resolving support inquiries- always looking to go one step further to improve first level resolution\n\nCoordinate customer escalations and incident management\n\nSkilled in working cross-departmentally to ensure speedy resolutions to customer reported issues\n\nAbility to clearly articulate solutions while also displaying both empathy and patience\n\nDetail-oriented and organized, with excellent time management skills\n\nExcellent written and verbal communication\n\nComfortable working in a fast-paced environment and adaptable to change\n\nBonus points if you have:\nPreviously worked in high growth environment between Series A - C stage companies\n\nImplemented a support tech stack and worked with support automation tools\n\nContent writing skills for internal or external knowledge management\n\nKnowledge of the insurance industry\n\nUnderstanding of ticket data analysis and reporting\n\nOur guiding principles\nCustomers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company.\n\nMove with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact.\n\nBe curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep.\n\nExcellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email.\n\nAct like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term.\n\nFight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated.\n\nAI-first. We believe AI is a fundamental shift in how work gets done, not just a tool we occasionally reach for. At Quandri, we lead with AI, in how we build our product, how we run our operations, and how we think about every process and workflow. This isn't about replacing people; it's about unlocking them to do higher-value work.\n\nCompensation and Benefits\nThe range for base pay is $60k - $80k CAD which is dependent on level of experience, performance and choice of stock option compensation\n\nEmployee stock options based on experience level\n\nComprehensive health benefits, including Lifestyle Spending Account\n\nFour weeks of paid vacation per year\n\nWork anywhere in the world for 60 days of the year","description_format":"text","description_chars":7841,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Stock options"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Workflow & Process Automation (RPA, BPM)","Financial AI","InsurTech"],"lifecycle":[{"event":"open","at":"2026-11-10T03:06:06Z"}],"visa":[{"country":"CA","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Positions approved through LMIA in 12 months: 2","filings_12m":2,"filings_prev_12m":1,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Talent Stream","cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["ESDC: employers issued a positive LMIA"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":35,"reasons":["conf:2","win:early"],"computed_at":"2026-11-10T05:17:46Z"},"pay":null,"html_url":"https://alion.io/job/quandri-support-specialist","json_url":"https://alion.io/job/quandri-support-specialist.json","meta":{"generated_at":"2026-11-10T05:17:46Z","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":12344,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":7281},"rest":"https://alion.io/mcp/rest/get_company?id=7281"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fquandri-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Fquandri-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Fquandri-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/quandri-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fquandri-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4000082}},{"tool":"search_jobs","arguments":{"company":"quandri.io","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4000082},"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. Docs: https://alion.io/developers"}}