Technical Support Specialist I

Redbrick and Delivra are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.

One thing that our team members say they value most is our fun and truly ‘people-first’ culture. Ours is a place where you’re given the autonomy to do your best work and provided with all the tools and support you need to do so. Here are some of the things our team loves most about working at Redbrick:

• State-of-the-art and centrally located offices (Victoria & Minneapolis)
• Opportunities to work on interesting products
• Internal mobility; opportunity to work with various products and teams across the Redbrick portfolio of companies
• Opportunities to learn and grow through professional development support, funding, and mentorship
• Autonomy and freedom to do your best work on your own terms (you won’t find any micromanagers here!)
• Remote work fund to create a successful home working setup
• Flexibility to work remotely
• Monthly fitness reimbursements to support a healthy and active lifestyle
• Attractive vacation, healthcare & benefits, including generous RRSP matching (Canada) and 401k (US)
• ‘People-first’ culture that prioritizes fun
• Highly competitive salary
• High-end hardware and equipment — in the office and at home

Redbrick is the parent organization of a portfolio of disruptive digital companies. Headquartered in Victoria, British Columbia, we’ve scaled from local start-up to global name in a few short years, conceptualizing new business ideas, acquiring established companies, and growing them to super-scaled profitability — all thanks to the people we hire.

4 portfolio companies and growing

1 amazing shared service team

140+ employees

One of our four portfolio companies, Delivra is an email marketing automation platform. Delivra supports marketers and entrepreneurs, helping them engage with their customers and create meaningful interactions. We are a 25-person team working collaboratively, putting our customers first and loving the work we do along the way.

At Delivra, we work hard to create a welcoming and inclusive environment that respects all of our people. We value diversity and encourage everyone to bring their whole selves to the workplace to promote their unique strengths. Embracing and encouraging the diversity of various perspectives creates a safe and collaborative environment that leads to product innovation, diverse viewpoints and a successful business.

We are changing the way work gets done, and building an exceptional team is our top priority. We cheerlead your goals and accomplishments and are invested in your future. In line with putting your overall well-being first, we provide our team with the freedom and flexibility to work where they work best. Most of our team enjoys a blend of remote and in-office work. In-office time brings many perks, and we also place an emphasis on planning events and fun that all can enjoy.

What does a day look like in my role?

As the Technical Support Specialist I, you will focus your efforts on resolving advanced Delivra customer support needs and share primary responsibility for our client’s success through technical knowledge, Delivra product expertise and excellent customer service skills.

We get it: You want to know what you’re signing up for before you apply, right? This is what you need to know: As a Technical Support Specialist I at Delivra, you’ll be responsible for:

• Identifying support tickets requiring escalation to the Engineering team and remaining involved to assure the quality of communication with the customers is high calibre and consistent.
• Spotting trends or patterns across Client Services; be inquisitive.
• Participating in New Release and Hotfix QA efforts.
• Contributing to Delivra’s knowledge management by identifying and/or creating knowledge base articles.
• Working closely with the Director of Customer Success to build and maintain Zendesk workflows and reports to help improve efficiency and visibility to capacity and performance.
• Resolving support tickets submitted through the Zendesk portal

After 1 week

• Meet your Delivra team members
• Gain access to our applications
• Learn all about Delivra - the product, company, and culture

After 1 month

• Update Knowledge Base articles based on your new learnings
• Document resolution processes for future needs and reference
• Resolve support tickets with help from subject matter experts

After 6 months

• Resolve support tickets with minimal assistance
• Suggest and create documentation that would help both internal staff and our clients

What we would like to see in you.

Every Delivra employee has three things in common: We’re curious, hungry, and good-humored. We try our best to balance hard work with good, old-fashioned fun. As a Technical Support Specialist I with Delivra, there are extra specialties we’re on the lookout for:

• Previous experience supporting internal and external customers.
• Excellent verbal and written communication skills
• Strong teamwork and collaboration skills.
• Ability to solve complex technical problems with excellent troubleshooting skills.
• Ability to adapt communication style as necessary to meet the unique needs of various audiences.
• Ability to prioritize and manage multiple tasks.
• Self-motivated and willing to take initiative to proactively solve problems.
• Solid software and technical skills, with an emphasis on SaaS applications.
• Ability to dissect and understand customer’s needs and help guide towards a viable solution.
• 2+ years of relevant technical support experience
• Experience with HTML, CSS, SQL (querying) and web service APIs.
• An Associates degree in IT, Science or Communication is a bonus

What next?

If you’re picking up what we’re putting down, applying is easy as 1, 2, 3.

1. Apply with your cover letter, resume.
2. Take this opportunity to tell us your story and why you’d be a good fit for our team.
3. Be sure to follow us on Facebook, Linkedin, Twitter, and Instagram for all that is happening and Redbrick and Delivra!