[Remote] Bilingual Technical Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Acuity Insights is a company focused on supporting educational programs through their EdTech SaaS product, One45. They are seeking a Bilingual Technical Customer Support Representative to resolve complex customer issues, ensure product stability, and contribute to support practices as the product evolves. Responsibilities Resolve complex issues across workflows, data, reporting, and system configuration, prioritizing depth and quality over volume Troubleshoot thoughtfully, applying judgment about when to resolve independently and when to collaborate with Customer Success, Product, or Engineering Take ownership of your product learning and skill development through hands-on problem-solving Identify patterns in customer needs and share insights that inform documentation, support practices, and continuous improvement Skills Experience supporting complex SaaS products, including nuanced or escalated technical issues Comfort operating where processes and escalation paths are still evolving Strong communication skills, with the ability to explain system behaviour clearly and calmly Professional fluency in English and French, with the ability to support French-speaking partners when needed Benefits $3,000 annual learning budget to invest in your development, whether that's deepening technical skills, building confidence, or exploring new areas of interest Access to employee stock options, so you share in the value you help create Fully remote within Canada, with up to six weeks per year to work internationally Self-directed vacation (most teammates take 4-6 weeks annually), plus a two-week company-wide closure each December Health benefits from day one for you and your dependents A 2% GRSP matching program to help you plan ahead A 16-week parental leave top-up beyond EI, available to all parents Policies designed with flexibility, trust, and inclusion at the core A culture where care isn't abstract. We respect each other's time, show up for one another, and build systems that make sustainable work possible Company Overview Acuity Insights helps higher education institutions connect, process, and research data to inform actions and drive outcomes. It was founded in 2014, and is headquartered in Toronto, Ontario, CAN, with a workforce of 51-200 employees. Its website is