Technical Customer Support | Hardware + Software | AI Tools | Hybrid

Our client is a fast-growing Toronto-based cleantech startup building AI-powered energy management software and IoT hardware for large commercial and industrial facilities. Their platform helps clients monitor, predict, and reduce energy consumption in real time — combining smart sensor devices with an AI-driven portal used by energy managers across North America.

As their Customer Support Specialist, you’ll be the primary point of contact for B2B clients — troubleshooting software and hardware issues, managing support operations end-to-end, and owning the AI-powered knowledge base that drives self-serve resolution. This is a high-ownership role where your work directly shapes the client experience at a company that genuinely cares about customer success.

If you're interested, please click apply and submit your resume to kyle.chan@randstaddigital.com

Advantages
Work on high-impact sustainability initiatives with real-world environmental outcomes
Exposure to cutting-edge technologies in IoT, SCADA, and energy systems
Competitive compensation package with potential equity participation
Comprehensive health, dental, and vision benefits
Hybrid work model with strong work-life balance support
Access to on-site facilities such as a gym

Responsibilities
Client Support & Technical Troubleshooting
•Serve as the first point of contact for B2B clients with software, hardware, and IoT device issues — including the dataTrack portal, Demand Response, and pTrack programs
•Diagnose and resolve field issues: device disconnections, network misconfigurations, missing sensor data after installation, and portal access problems
•Escalate complex issues to engineering with thorough documentation of symptoms, steps taken, and relevant device details
•Coordinate with utilities on behalf of clients to obtain portal access, retrieve interval data, and arrange site visits or KYZ pulse installations
•Act as the liaison between clients and internal technical teams throughout the full resolution lifecycle

Ticketing, Operations & Onboarding
•Own and manage the Intercom ticketing system — triage, categorize, assign, and resolve within defined SLA targets
•Support new customer onboarding: create portal accounts, configure access credentials, and walk clients through the dataTrack platform
•Process portal access requests including adding users, managing permissions, and resolving login issues
•Coordinate hardware shipments to client sites, monitor delivery status, and manage missed deliveries and reshipments
•Execute routine data hygiene tasks in HubSpot and ClickUp — keeping contact records and project statuses accurate

AI Knowledge Base, Documentation & Reporting
•Own the Intercom AI assistant knowledge base — build, maintain, and continuously improve it to enable automated self-serve resolution
•Keep the knowledge base current with new product updates, known issues, and bug fixes
•Develop and improve internal troubleshooting guides, resolution playbooks, and step-by-step support documentation
•Compile quarterly reports on recurring support issues — identifying trends, root causes, and patterns with actionable recommendations for product and engineering teams


Qualifications
Must-Have
•2+ years of experience in a technical customer support role
•Startup, SaaS, or fast-paced tech environment background — large enterprise or BPO experience alone will not be a fit
•Genuine, demonstrable AI tool proficiency — daily use of Claude, Gemini, or ChatGPT is expected and tested in the interview
•Comfortable troubleshooting both software and hardware issues; hardware-leaning background is preferred
•Hands-on experience with customer support tooling: Intercom, Zendesk, or equivalent
•Working knowledge of Excel — data cleanup, error identification, and structured reporting
•Strong written and verbal English communication skills

Nice-to-Have
•Background or genuine interest in energy, cleantech, utilities, or IoT/building management technology
•Experience with HubSpot, ClickUp, or Jira
•Technical writing ability: SOPs, FAQs, knowledge base articles
•Engineering or computer science degree or equivalent technical education

Summary
Our client is a fast-growing Toronto-based cleantech startup building AI-powered energy management software and IoT hardware for large commercial and industrial facilities. Their platform helps clients monitor, predict, and reduce energy consumption in real time — combining smart sensor devices with an AI-driven portal used by energy managers across North America.

As their Customer Support Specialist, you’ll be the primary point of contact for B2B clients — troubleshooting software and hardware issues, managing support operations end-to-end, and owning the AI-powered knowledge base that drives self-serve resolution. This is a high-ownership role where your work directly shapes the client experience at a company that genuinely cares about customer success.

If you're interested, please click apply and submit your resume to kyle.chan@randstaddigital.com

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.