Support engineer Offres d'emploi - Surrey, BC

Benefits:

• 36-hour work week for a healthier work/life balance
• Company parties
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

About Us


Ideal Siding is a growing siding renovation franchise with operations across Canada and the United States. Our head office supports franchise owners and corporate teams with the systems, resources, and expertise they need to run their businesses.


About the Role


Are you a tech-savvy, people-oriented professional who enjoys solving problems, helping others, and making technology easier to use?

We are looking for someone who combines strong communication skills with hands-on technical abilities to support our franchisees and corporate employees. In this role, you will be one of the primary points of contact for technology-related questions, new user onboarding, business software administration, and technology training.


We are NOT looking for a senior IT engineer or someone focused exclusively on technical troubleshooting. We are looking for a resourceful, approachable, and independent professional who enjoys working with people, learns quickly, takes ownership of their work, and is comfortable adapting to new systems and responsibilities.



Key Responsibilities


Training and Learning Content

• Lead technology onboarding and ongoing software training for franchisees and corporate employees, including full-day sessions when required.
• Independently create and maintain LMS content, including video tutorials, screen recordings, guides, SOPs, and presentations.
• Use practical demonstrations and adapt training to different levels of technical experience.
• Gather feedback and update training materials as applications and company processes change.

First Point of Contact and User Support

• Be the first point of contact for franchisees and employees with technology questions or support requests.
• Clarify the issue and determine whether it needs user guidance, a settings adjustment, vendor support, or another IT team member.
• Resolve routine software, login, access, and workflow issues, using available documentation and resources.
• Document requests and troubleshooting steps, coordinate follow-up, and keep users informed through resolution.

Business Systems and Coordination

• Learn how our business operates, why we use each application, and how systems support company processes.
• Support user account setup, permissions, and technology onboarding and offboarding across our CRM and cloud applications.
• Work with internal teams and vendors, explaining the business context and directing requests to the right contact.
• Keep system records current, identify recurring issues, and help improve workflows, training, and adoption of new tools.
  
  

Qualifications

Must Have

• 2+ years of relevant experience in application support, SaaS support, technical onboarding, software administration, or customer success involving hands-on software support.
• Experience delivering live software demonstrations or training, with confidence facilitating group sessions.
• Experience creating clear user guides and training resources, including screen recordings or basic video tutorials.
• Experience managing user accounts, permissions, and routine settings in a CRM or other cloud-based business applications.
• Practical troubleshooting skills and the ability to investigate unfamiliar issues and recognize when to escalate.
• Strong written and spoken English, with a patient, approachable communication style.
• Ability to prioritize requests, maintain accurate records, and follow through independently while collaborating with others.

Nice to Have

• Experience with ServiceMinder or a similar CRM, Google Workspace administration, and Slack.
• Familiarity with learning management systems, knowledge bases, and support ticketing tools.
• Experience supporting franchise networks or distributed teams, coordinating with SaaS vendors, or applying secure account practices such as MFA.

What Success Looks Like

• New users have the right access and can confidently complete their everyday tasks.
• Support requests receive clear communication, reliable follow-up, and appropriate escalation.
• Training resources stay useful and current, helping users work more independently.
  
  

Why Join Ideal Siding

• Extended health benefits, including dental and vision care.
• Hybrid work with a minimum of 2 days per week at our Burnaby office.
• Opportunities to develop your technical and training skills as the company grows.
• Meaningful input into how we support users, deliver onboarding, and improve business systems.
  
  

How to Apply


Submit your resume and a brief introduction highlighting your experience with software support and user training. Include one example of a technical problem you solved or a training session you delivered.


Ideal Siding is an equal opportunity employer. We welcome applications from qualified candidates of all backgrounds.

Flexible work from home options available.

Ideal Siding is committed to providing a workplace free from discrimination or harassment. We expect every member of our community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve. Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome.