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Spécialiste du support technique / Technical Support Specialist
LANDR
Montréal, CAN
Entry
Onsite
Discovered 1 weeks ago
Communication
Key Skills for This Role
Communication
Full Job Posting
Qualifications
- Une expérience dans un environnement structuré de service client ou de support technique (expérience en SaaS ou commerce électronique fortement privilégiée).
- Une compréhension approfondie de ce qu'implique une expérience client exceptionnelle, avec une capacité éprouvée à concilier empathie, efficacité et professionnalisme dans chaque interaction.
- D'excellentes compétences en communication écrite et verbale, avec la capacité de traduire un jargon technique complexe en solutions claires, bienveillantes et faciles à comprendre pour des utilisateurs de tous niveaux. La maîtrise de l'anglais est requise; le français ou d'autres langues sont considérés comme un atout. La connaissance de l'anglais est requise, car le poste implique de travailler avec une équipe internationale, notamment au Canada, au Royaume-Uni et dans le reste de l'Europe.
- Une passion profondément enracinée pour la musique et une solide maîtrise des flux de travail de production musicale, apportant une réelle authenticité et un enthousiasme partagé lors de chaque interaction avec les artistes et les utilisateurs.
- Voici quelques avantages offerts chez LANDR:
- Une rémunération compétitive, basée sur votre rôle, votre expérience et votre expertise
- Couverture d'assurance maladie, avec accès à un médecin via Maple et à un programme d'aide aux employés (via PeopleConnect)
- Accès à notre programme de REER, incluant une contribution de l’employeur équivalant jusqu’à 2% de votre salaire annuel
- Événements de bureau et sociaux fréquents (traiteur le lundi, bagel le mardi, 5@7, etc.)
- Votre anniversaire est un jour de congé
- Allocation annuelle pour le transport en commun (employés de Montréal) et pour activités sportives
- Accès gratuit à notre studio de musique (pour pratiquer ou enregistrer)
- Accès gratuit aux produits LANDR et Reason
- Espace de bureau ouvert au Centre-Ville à proximité de la station de métro Square-Victoria
- Groupe de musique LANDR
- Partenariats avec des événements et festivals musicaux locaux (MUTEK, Pop Montréal, Igloofest...)
- Chez LANDR, non seulement nous acceptons la diversité, mais nous la célébrons, nous la soutenons, et nous prospérons dans l’intérêt de nos employé.e.s, de nos produits et de notre communauté. LANDR s'efforce chaque jour de créer un lieu de travail plus diversifié. Nous encourageons vivement les personnes de couleur, les femmes, les personnes LGBTQ, les personnes de toutes religions, de tous les âges et de toutes les communautés marginalisées à postuler.
- Nous acceptons les gens tels qu'ils sont et croyons fermement que la diversité est essentielle à notre succès! Si vous postulez chez LANDR, c’est parce que vous souhaitez contribuer à notre succès et à notre culture extraordinaire, et nous en sommes reconnaissants!
- Nous travaillons fort pour créer la meilleure expérience pour nos employé.e.s et nous aimerions que vous y joignez!
- LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music. We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard.
- LANDR is looking for a Technical Support Specialist to ensure proper responses to our users’ questions and issues related to the LANDR ecosystem. You will help users troubleshoot technical and creative challenges, guide them through complex workflows, and ensure they get the most out of our platform. This position is for a predetermined contract.
- —
- A deep understanding of what it takes to deliver an exceptional customer experience, with a proven ability to balance empathy, efficiency, and professionalism in every interaction.
- Outstanding written and verbal communication skills, with the ability to translate complex technical jargon into clear, empathetic, and easily digestible solutions for users of all skill levels. English is required, French or other languages are considered an asset. Knowledge of English is required, as the position involves working with an international team, particularly in Canada, the United Kingdom, and the rest of Europe.
- A deep-rooted passion for music and a strong grasp of music production workflows, bringing true authenticity and shared excitement to every artist and user interaction
- Competitive compensation, based on your role, experience and expertise
- Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via PeopleConnect)
- Access to our RRSP program, including an employer matching contribution of up to 2% of your annual salary
- Frequent office and social events (Catering on Monday, Bagel Tuesdays, 5@7, etc.)
- Your birthday is a free day
- Annual public transit (Montreal employees) & sport activity allowance
- Free access to our music studio (for practice or recording)
- Free access to LANDR and Reason products
- Open office space in Downtown close to Square-Victoria Metro Station
- LANDR Band
- Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest...)
- At LANDR, we don’t just accept diversity, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. LANDR is striving every day to create a more diverse workplace, and we strongly encourage applications from people of color, women, LGBTQ people, people of any religion, age, or belonging to any marginalized community.
- We accept people as they are and firmly believe diversity is essential to our success! If you’re applying to LANDR, it’s because you want to contribute to our amazing company and culture, and we’re thankful for that!
- We work hard to create the best experience for our employees and we’d love for you to be a part of it!
Responsibilities
- Account & Billing Support: Resolving user inquiries regarding account access, subscription tiers, billing discrepancies, and subscription management with clarity and efficiency.
- Technical Troubleshooting: Assisting users with installation, software licensing, MIDI/audio routing, and plugin compatibility across various operating systems and DAWs.
- Product & Ecosystem Mastery: Developing an expert-level understanding of the LANDR platform, standard DAW workflows, and popular music production software, plugins, and tools.
- Issue Tracking: Logging and tracking user issues, ensuring that critical technical bugs or systemic billing issues are promptly escalated to the Support Manager.
- Documentation & Knowledge Base: Maintaining accurate internal documentation and helping create user-facing "How-To" guides, FAQs, and troubleshooting articles for the music creator community.
- User Advocacy: Identifying commonly voiced friction points, gathering user sentiment, and ensuring our community's needs directly inform ongoing platform improvements
- Cross-Functional Collaboration: Partnering closely with the Product, QA, and Billing teams to quickly communicate emerging bugs, streamline workflows, and co-create lasting solutions that elevate the overall user experience.
Qualifications
- Experience in a structured customer service or technical support environment (SaaS or e-commerce experience) is highly preferred.
- Here are a few perks that we enjoy at LANDR:
Preferred Qualifications
- Experience in a structured customer service or technical support environment (SaaS or e-commerce experience) is highly preferred.
About LANDR
Software & SaaS176 employeesFounded 2014
Canadian AI music platform helping musicians create, master, distribute, promote, and monetize music.
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