Founding Support Analyst (CivCheck)

Join Clariti as the Founding Support Analyst for CivCheck, our Guided AI Plan Review software. You'll be the primary support contact for government customers, troubleshooting issues, creating resources, and collaborating with Product and Engineering. This role offers autonomy, growth opportunities, and the chance to make a real impact in the public sector.

• Serve as the primary day-to-day support contact for contracted customers, managing requests and prioritizing customer-reported issues.
• Own support cases from intake through resolution or closure, maintaining clear documentation of customer impact, investigation steps, and final outcomes.
• Build and maintain CivCheck’s customer-facing knowledge base, including product guidance, support articles, and other self-service resources.

• This role is for someone who is energized, not intimidated, by the absence of a playbook
• Attention to detail, you handle customer issues thoroughly and keep records accurate and up to date
• A passion for documentation, you don’t merely resolve inquiries; you meticulously record findings to ensure the next teammate can bypass the troubleshooting process entirely
• Empathy-driven advocacy, you prioritize the customer experience, ensuring users are truly heard, expertly guided, and empowered to achieve their goals
• Comfort with ambiguity you thrive in environments that are still being built, take initiative without waiting for a playbook, and are energized by the chance to help create one
• Familiarity with AI tools (Claude, ChatGPT, or similar) you're comfortable using AI to work more efficiently, or you're actively curious about it and quick to adopt new technology when it helps you do your job better
• Familiarity with CRM and support tools experience with Salesforce, Zendesk, or similar platforms is a plus; comfort learning new tools quickly is a must
• Exceptional communication clarity, you simplify complex technical details for non-technical users, crafting comprehensive responses that proactively eliminate the need for further inquiry
• Collaborative spirit, you work well across teams, take feedback well, and know when to loop in the right people
• 4–6 years in a technical support or customer-facing role in a SaaS environment you've diagnosed software issues, worked with logs or session data, and know how to investigate a problem systematically rather than just pass it along
• Innate curiosity and resourcefulness you embrace the unknown by digging for answers and ensuring every inquiry is met with a definitive resolution
• Experience in a startup or high-growth environment — you've worked on a small team where the playbook was still being written, worn multiple hats, and figured things out on the fly
• Experience supporting government, public sector, or civic technology customers — you understand the unique context government agencies operate in
• Experience writing or maintaining support documentation, knowledge base content, or runbooks — you've built resources that actually get used
• Location in Canada (preferred)
• Familiarity with government permitting, licensing, inspections, code enforcement, or similar workflows