Job Description

Company Overview

Canopy, formerly Banyan Hills Technologies, is a leading SaaS provider specializing in Remote Monitoring and Management (RMM) for connected products. Our platform simplifies device management, minimizes downtime, and enhances operational efficiency for businesses worldwide. Canopy supports over 1 million devices across six continents and has been recognized by Inc. 5000, Venture Atlanta, and IoT Innovations.

As we enter our next phase of growth, we are seeking a Customer Success & Support Associate to help our customers maximize the value of our platform while ensuring a seamless support experience. If you thrive at the intersection of technology and customer engagement, we want to hear from you!

Position Summary

The Customer Success & Support Associate plays a dual role in ensuring customers achieve their desired outcomes with Canopy while also providing technical assistance. This position involves:

• Managing and resolving customer support tickets related to platform functionality and integrations.
• Proactively engaging customers to drive adoption, provide best practice recommendations, and assist with onboarding and training.
• Collaborating with internal teams to escalate and resolve complex technical issues.
• Gathering and analyzing customer feedback to improve the platform and enhance the customer experience.
• Identifying upsells and expansion opportunities through consultative customer interactions.

This is a hybrid role requiring a blend of technical troubleshooting, relationship management, and strategic advisory skills.

Key Responsibilities

Customer Support & Technical Troubleshooting

• Serve as the primary point of contact for customers experiencing technical issues with the Canopy platform.
• Diagnose and resolve software, API, and connectivity issues.
• Utilize remote monitoring tools to analyze and troubleshoot device performance.
• Troubleshoot and provide guidance on Windows and Linux-based environments.
• Document and escalate unresolved issues to the appropriate teams while maintaining clear communication with the customer.

Customer Success & Engagement

• Guide customers through onboarding and product adoption to ensure they achieve their desired outcomes.
• Provide training sessions and educational resources to help customers maximize the platform’s value.
• Proactively reach out to customers to assess health metrics, address concerns, and recommend optimizations.
• Identify potential risks and proactively work to mitigate churn.

Collaboration & Process Improvement

• Work closely with Product, Engineering, and Sales teams to relay customer feedback and influence product roadmap decisions.
• Contribute to self-service knowledge base articles, FAQs, and documentation.
• Identify recurring technical issues and recommend process improvements to enhance efficiency.

Qualifications & Skills

Education & Experience

• Bachelor’s or Associate’s degree in Information Technology, Computer Science, Business, or related field, or equivalent experience.
• 1-3 years of experience in technical support, IT helpdesk, customer success, or a similar role within a SaaS product company or connected devices environment.

Technical Skills

• Basic understanding of cloud-based applications and SaaS platforms.
• Familiarity with API integrations and troubleshooting API-related issues.
• Knowledge of basic networking concepts (IP addressing, DNS, VPNs, connectivity issues).
• Experience with remote monitoring and management (RMM) tools is a plus.
• Working knowledge of Windows and Linux operating systems, including troubleshooting, command-line operations, and system administration basics.

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent written and verbal communication skills.
• Ability to simplify complex technical concepts for non-technical users.
• Proactive, self-motivated, and customer-centric mindset.

Performance Metrics & Success Indicators

• Customer Satisfaction (CSAT) Score: Maintaining a high rating through responsive and effective support.
• First Response Time (FRT) & Resolution Time: Efficiently addressing and resolving customer issues.
• Adoption & Engagement Metrics: Monitoring and improving feature adoption rates.
• Retention & Expansion: Identifying opportunities to drive renewals and account growth.

Why Join Canopy?

At Canopy, we foster a collaborative, innovative, and customer-focused environment. We value problem solvers, strategic thinkers, and technology enthusiasts who are eager to make an impact. Our team enjoys:

• Opportunities for career growth in a fast-growing SaaS company.
• A dynamic, hybrid work environment that balances flexibility with collaboration.
• A culture of learning and innovation where new ideas are encouraged.

If you are passionate about customer success, enjoy solving technical challenges, and want to contribute to a cutting-edge SaaS platform, apply today!

Canopy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees!

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