IT Technical Support (English/Spanish)

Fatigue Science

Fatigue Science

IT, Customer Service
Vancouver, BC, Canada
Posted on Wednesday, August 9, 2023

Who We Are

Fatigue Science is Venture Capital financed and the leading provider of predictive human performance data in heavy industry, elite sports, and military. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models in order to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness. Our suite of mobile and web applications enable organizations to optimize operations, reduce risk, and drive performance and productivity improvements — both at an individual and enterprise level. With proven impact and return on investment, Fatigue Science serves cutting-edge organizations who understand the importance of sleep as well as the value of data-driven decision-making.

Position Overview

As an IT Technical Support and QA Testing Analyst at Fatigue Science, you will be stepping into a unique and exciting combination role that blends technical support expertise with quality assurance and testing responsibilities. You will play a vital role in providing timely product support to our English and Spanish-speaking customers while ensuring the quality, reliability, and seamless performance of our web and mobile applications through various testing methods.

Position Responsibilities

IT Tech Support Analyst

  • Provide timely product support for Fatigue Science customers through chat, email and phone - Including diagnosis and providing solutions/troubleshooting by analyzing software logs
  • Collaborate with product and engineering to provide feedback on product behavior in the field to facilitate product improvement opportunities
  • Raising tickets with engineering when software bugs are observed
  • Support hardware team with QC of Fatigue Science technology
  • Provide internal IT support to Fatigue Science team members
  • Other ad-hoc duties as required (we’re a small team - there are lots of opportunities for someone to lend a hand and experience development outside of their specific roles)
  • Work with senior members of the IT, Engineering, and Customer Success teams to improve and advance the Technical Support process at Fatigue Science

QA Testing Analyst

  • Perform various types of testing web and mobile products
  • Submit and verify tickets, in JIRA, about issues found during the testing
  • Record test results in TestRail

Position Requirements

Mandatory Requirements

  • Fluent in both Spanish and English
  • Able to work in a hybrid environment, with a combination of remote and in-office responsibilities at our Vancouver office
  • 1-2 years of experience in a customer-facing technical support role
  • Able to provide occasional support outside of regular business hours
  • Proficiency in working with Android, iOS, macOS and Windows
  • Excellent interpersonal and communication skills with a customer focus (You’re as comfortable around people as you are with technology!).
  • Strong analytical and problem-solving skills with a willingness to dig deeper into technical issues
  • Proactive, self-starter and detail-oriented mindset
  • High degree of empathy, ability to connect with people from a variety of backgrounds and roles (In a given day, you may speak to a haul truck operator from a rural mine site, an executive stakeholder or an elite professional athlete).
  • Team player with a desire to learn to build skills and expertise (We’re keen to help you grow and succeed!)

“Nice To Have” Requirements

  • Fluent in Portuguese
  • Familiarity with Salesforce ServiceCloud, JIRA, and Confluence
  • Knowledge of cloud computing platforms such as AWS, Azure, or GCP
  • Knowledge of SQL and database management
  • Previous experience working in a SaaS or technology-driven organization
  • Any IT Support related certifications
  • 1+ years of experience in QA Testing


  • Completion of an undergraduate degree in a technology-related discipline