Product Specialist - Technical Support

Join our mission to transform support!

At Coveo, we see technical support differently. Our mission is to make every interaction memorable and impactful, where employees, partners, and customers find solutions that help them achieve their goals. If you’re looking to transform support into a positive and innovative force, this opportunity could be for you!

Far from the stereotypes of traditional call centers, Coveo's support team operates differently. No rigid hierarchies or isolated cubicles : here, you’ll join a team of experts who are passionate about technology and deeply knowledgeable about the Coveo platform. As a product specialist, you’ll be on the front lines, working hand-in-hand with our clients to ensure they get the most value from our technology and enjoy an exceptional experience at every step.

Sounds interesting? This is what it looks like on a daily basis!

• You start your day by reviewing your ongoing cases, identifying the actions needed, and planning your day accordingly. Then, you join the team for a Scrum meeting to go over incidents and support requests. It’s the perfect opportunity to gain a fresh perspective!
• Back at your desk, a new support case is assigned to you. Without hesitation, you contact your client to make sure you have all the necessary information to dig deeper into your investigation. After a discussion with your R&D colleagues, you gain additional insights into the more technical aspects of the platform.
• With that missing piece in hand, you resolve the support case! You immediately document the solution in the record, providing a detailed explanation to enrich the knowledge base.
• Speaking of knowledge sharing, you also take the time to offer proactive support by creating knowledge articles and sharing your findings so that colleagues and clients can reuse them in similar situations.
• Now, it's time to focus on your professional development, whether through continuous learning or by participating in service improvement projects. You’re given dedicated time just for that!
• Before wrapping up your day, you take one last look at your cases to make sure nothing has been overlooked.

Here is what will qualify you for the role :

What will make you stand out :

Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

Send us your application, we want to hear from you!

Join the Coveolife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

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Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!

Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills.

In-person

This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.

Hybrid

Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.

Remote

We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.