We are looking for a Customer Success & Support Specialist to join our Customer Success team. This is a role suited to someone who already has hands-on experience supporting customers in a technical environment and is ready to take on more ownership, complexity, and customer-facing responsibility.Keys to success in this role will be curiosity, patience, technical capability, and a natural ability to troubleshoot real-world problems with real customers.Note: This position is based in Ottawa, ON, and requires working from the office.Key responsibilities:This role blends technical AV support with a customer success mindset. You will support customers directly while helping them adopt best practices and get long-term value from Epiphan products.- Troubleshoot technical issues: Diagnose and resolve AV, streaming, and basic networking issues via phone, email, and chat. You’ll handle signal flow problems, configuration issues, and workflow questions, escalating complex cases when appropriate.- Guide customers proactively: Beyond reactive support, you’ll take a consultative approach to help customers optimize their setups and workflows, based on how they actually use our products.- Own customer outcomes within your scope: You’ll take responsibility for seeing issues through to resolution, coordinating internally when needed, and ensuring customers feel supported and informed.- Use and improve our tools: Work daily in HubSpot, Jira, and internal systems. You’ll provide feedback on processes, documentation, and tooling to help the team scale more effectively.- Share knowledge internally: Translate customer feedback and technical learnings into clear insights for sales, marketing, and product teams. Over time, you may contribute to support documentation, training content, or internal enablement materials.- Occasional travel: Once you are fully ramped, you may have opportunities to support trade shows or industry events a few times per year.What would make you a strong candidate:- Customer-focused and calm under pressure: You understand that technical issues can be high-stakes for customers and you communicate clearly, patiently, and professionally.- Technically capable: You have hands-on experience working with computers and a solid grasp of basic networking concepts. You don’t need to know everything, but you know how to troubleshoot logically.- Confident but collaborative: You are comfortable making recommendations, asking clarifying questions, and pushing back respectfully when needed, while working closely with teammates.- Accountable: You take ownership of your work and follow issues through, rather than treating support as ticket-by-ticket task execution.- Growth-oriented: You actively look to deepen your technical knowledge and improve how you support customers, and you are open to feedback.Must have:- 2+ years of experience in a customer-facing technical support, customer success, or helpdesk role.- Experience troubleshooting software, hardware, or networking-related issues.- Comfortable learning new tools and systems (CRMs, ticketing platforms, collaboration tools).- Strong verbal and written English communication skills.- Attention to detail and strong organizational habits.Nice to have:- Degree or diploma in a technical or related field.- Experience with AV equipment, cameras, or live streaming platforms (OBS, YouTube, Facebook, etc.).- Familiarity with HubSpot, Jira, or similar support tools.- Experience writing internal or customer-facing documentation.- Exposure to cloud services, SaaS platforms, or device management tools.