Technical Support Specialist L1 / L2 – North America

Company Description Letsignit provides a centralized platform to design, deploy, and manage branded email signatures and targeted banners across all employees’ devices. The solution helps organizations strengthen brand image, increase employee engagement, and drive business opportunities through demand generation and performance tracking. Letsignit integrates with Microsoft 365 (Outlook), Exchange, and leading marketing automation tools such as Salesloft, Pardot, Outreach, HubSpot, and Lemlist. As a Microsoft Gold Partner, Letsignit supports more than 1,000,000 users worldwide, including well-known brands such as Pernod Ricard, Sephora, Vinci Construction, Carglass, Stéphane Plaza, Suez, Kiloutou, and Les Mousquetaires.
Role Description The Technical Support Specialist L1 / L2 – North America is a full-time, hybrid role based in Montreal, QC, with flexibility for some work from home. In this role, you will handle incoming support requests from customers, diagnose technical issues related to Letsignit products, and provide clear, timely resolutions. You will perform L1 and L2 troubleshooting, including environment checks, configuration review, and escalation of complex incidents when needed. Daily activities include responding to tickets, guiding customers through product features, documenting solutions, and contributing to knowledge base content. You will collaborate closely with customer success, product, and engineering teams to help maintain high customer satisfaction and continuous improvement of the service.
Qualifications

• Strong Technical Support and Troubleshooting skills to resolve product and configuration issues across email and cloud environments.
• Customer Support and Customer Satisfaction focus to manage inquiries professionally, follow up on cases, and ensure a positive customer experience.
• Analytical Skills to investigate problems, interpret logs or system behavior, and propose effective solutions or workarounds.
• Experience working with Microsoft 365, Exchange, and related email or marketing automation tools (e.g., HubSpot, Pardot, Outreach) is an asset.
• Good written and verbal communication skills in English; French proficiency is a plus for the Montreal-based environment.
• Ability to work in a hybrid setup, manage priorities, and handle multiple cases in a fast-paced, customer-centric context.
• Previous experience in a SaaS, IT support, or help desk environment and relevant technical certifications or education are beneficial.