Job Description

Description

Empower customers through every answer, insight, and interaction.

Join Acuity Insights as a Bilingual Technical Customer Support Representative supporting One45, a mature and trusted EdTech SaaS product used by medical and health science programs to run critical, high-stakes workflows across North America and internationally.

One45 plays a central role in how institutions manage curriculum, assessment, and reporting. While the product continues to evolve as part of a growing organization, our partners rely on it every day. This role helps ensure their work remains stable, supported, and trustworthy.

This is a high-judgment, high-ownership support role for someone who values depth over volume and thoughtful problem-solving over racing through tickets. You’ll work on nuanced technical issues, build strong product understanding over time, and grow confidence and credibility by solving problems that truly matter.

This is a remote, full-time role based in Canada. Coverage expectations are assigned at the team level and may evolve based on customer demand, team composition, and areas of focus. Core coverage hours are 8:00 a.m. to 5:00 p.m. Eastern Time, Monday to Friday. Most work is in English, with occasional and situational French-language support to ensure continuity for French-speaking partners.

What You’ll Own & Contribute

You’ll own the resolution and quality of complex, escalated customer issues for a mature and widely used product. This role is centred on judgment, investigation, and follow-through, especially when problems are nuanced and playbooks are still evolving.

In practice, you will:

• 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

What Success Looks Like

Success means becoming a trusted support partner for both customers and teammates, known for sound judgment, care, and follow-through.

Over time, you’re trusted with increasingly complex issues and ambiguous situations. You contribute insights and patterns that help strengthen how support operates and scales, and you grow your impact through increased autonomy, pattern recognition, and contribution to support practices. Clear paths exist toward technical specialization or people leadership over time.

Who You’ll Work With

You’ll report to Tyler Cyrenne, a people leader who values learning curves, sound judgment, and progress over perfection, and join a collaborative Technical Customer Support team (internally called Client Empowerment).

You’ll work most closely with Technical Customer Success Managers, who focus on long-term relationships and program success, partnering with them to investigate and resolve complex issues. You’ll also collaborate with Product and Engineering when deeper context is required. While you won’t own system-level technical decisions, architecture, or roadmaps, your insights help inform how products and support practices continue to evolve.

Why This Work Matters

The work you do supports programs that educate and train future healthcare professionals. When systems work well, institutions can focus on teaching, learning, and assessment rather than troubleshooting.

During periods of product and organizational transformation, thoughtful, steady support plays a critical role in maintaining trust. Your ability to investigate issues carefully, communicate clearly, and follow problems through to resolution helps ensure partners feel supported, confident, and understood, balancing progress with reliability.

What You Bring to the Table

You enjoy getting to the bottom of complex problems and taking responsibility when things aren’t straightforward. You value clarity, follow-through, and learning by doing.

In practice, you bring:

• 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

How We Support You

At Acuity, we’re intentional about scaling the company without losing what makes it special, the sense of care, connection, and shared purpose that defines our culture. 

As we grow, we design our programs to protect that foundation, giving people trust, balance, and the support they need to do their best work.

Growth & Learning

• Transparent compensation. A fair and transparent salary between $52,000–$70,000 CAD, aligned to role scope, experience, and internal equity.
• Learning that grows with you. A $3,000 annual learning budget to invest in your development, whether that’s deepening technical skills, building confidence, or exploring new areas of interest.
• Shared success. Access to employee stock options, so you share in the value you help create.

Flexibility & Well-Being

• Remote-first work. Fully remote within Canada, with up to six weeks per year to work internationally.
• Time to rest and reset. Self-directed vacation (most teammates take 4–6 weeks annually), plus a two-week company-wide closure each December.
• Comprehensive care. Health benefits from day one for you and your dependents.
• Future-focused support. A 2% GRSP matching program to help you plan ahead.

Family & Community

• Support for growing families. A 16-week parental leave top-up beyond EI, available to all parents.
• Built for belonging. Policies designed with flexibility, trust, and inclusion at the core.
• Care in practice. 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.

What Happens After You Apply

We review every application carefully, looking for people who are caring, curious, driven, and resilient. Whether you apply directly, are referred, or connect through a recruiter or hiring manager, you’ll receive equal consideration.

We don’t use AI to evaluate applications, though you may be automatically screened out if you don’t meet baseline requirements (e.g. Canadian residency and valid work authorization). In some interviews, AI may help with note-taking, but all evaluations and decisions are made by real humans.

Our interviews are two-way conversations. We want to understand your career, abilities, and goals, and help you assess whether this opportunity and team are the right fit for you. 

Steps in the Process

Our hiring process typically takes 2–4 weeks from initial conversation to final decision. 

• Application Review. A real person reviews your application for potential fit.
• Intro Chat. An informal conversation with our recruiter to explore your career path, goals, and what you’re looking for, while giving you a chance to learn about Acuity Insights.
• Hiring Manager Conversation. A deeper dive into your support experience and approach with the Technical Support leader, who’s also the hiring manager for this role.
• Team Conversations. You’ll meet 1:1 with two future teammates to assess alignment and ways of working. One of these conversations will include a short portion in French, giving you the opportunity to demonstrate professional fluency in a realistic, supportive setting.
• Decision. The hiring manager reviews feedback and typically makes a decision within 2–4 business days.
• Offer & Reference Checks. If it’s a match, we move to offer, pending a digital reference check.

Our Story & Purpose

We believe everyone has incredible potential, and our mission is to help uncover it, nurture it, and bring it to life.

Higher education programs rely on us to help deliver fair, meaningful assessment experiences to applicants and learners worldwide, work that shapes who becomes tomorrow’s professionals, educators, and leaders.

Our journey began with a simple idea: assess people not just by academic metrics, but by who they are. That vision started with Casper, developed with McMaster University to measure human skills like empathy and collaboration, and grew with One45, created at the University of British Columbia to help medical programs manage curriculum and assessment digitally.

Now united as Acuity Insights, we’re building a connected platform that supports learners and programs from admissions to graduation, serving partners across North America, Europe, Asia, and Oceania. 

We’re trusted by leading education institutions and powered by a team that believes technology can help build a fairer, more human world.

Life at Acuity Insights

We’re a remote-first team of 140+ people who care deeply about our work and each other. We collaborate across time zones, connect intentionally through virtual rituals and co-working days, and live our values, Caring, Curious, and Driven, in everything we do.

We’re intentional about growth: scaling the company without losing what makes it special. We prioritize trust, flexibility, and inclusion, giving people the autonomy to do their best work and the space to keep learning.

If you’re looking for purposeful work, room to grow, and the chance to build systems that shape how people learn and lead, we’d love to meet you.