Job Type: Full-time, Permanent

Work location: Hybrid/remote in Nelson, BC

Salary range: $50,000 - $65,000

Role Purpose

As the Technical Customer Support Specialist at Retreat Guru, you provide advanced technical support to retreat centres using our software platform. You diagnose, document, and resolve technical issues while supporting high-volume ticket queues and contributing to QA testing to improve product reliability.

You work closely with Customer Success, Engineering, and Product, helping bridge the gap between customer support and development. Reporting to the Customer Success Team Lead, you collaborate with the Development team to strengthen service delivery and product quality.

Success in this role is measured through ticket response times, clear documentation, and consistent delivery of team training sessions.

Core Responsibilities

Technical Support & Issue Resolution

• Manage and resolve technical support tickets, including primary ownership of the Small-Medium Business support queue
• Maintain <24hr first-response time on assigned weekday tickets
• Diagnose, reproduce, and report software bugs and unexpected behaviour
• Serve as the first technical escalation point for the Customer Success team
• Lead technical support calls with clients to resolve complex issues
• Support and execute data imports for new clients
• Maintain expert knowledge of integrations, APIs, plugins, and front-end technologies (CSS/HTML)

Testing & Product Quality

• Recreate and test customer-reported issues in controlled environments, including local site cloning when needed

• Perform front-end testing for key deployments

• Document reproduction steps, test results, and edge cases

  Identify patterns in support issues and provide structured feedback to Product and Engineering