Bilingual Customer Success Specialist

Job summary

The specialist will manage the end-to-end customer relationship, including remote deployment of the IT asset discovery platform and ongoing success reviews. They are responsible for maintaining support SLAs, documenting technical resolutions, and identifying opportunities for product improvements.

Job details

Company Overview We’re Block 64 - builders of a unified IT visibility platform purpose-built for mid-market IT teams managing complex, hybrid environments. Our platform eliminates blind spots across software, SaaS and cloud, empowering IT teams to reduce risk, cut waste, and lead modernization efforts with confidence. Role Summary We are looking for someone with a deep interest in technology and the ability to learn and adapt quickly. In this role you will be responsible for remotely helping customers deploy our tool, overcoming any unexpected hurdles and working with them until the deployment process is complete. You should have a fundamental understanding of how corporate networks are structured and be able to learn and adapt quickly. You will be speaking regularly with customers and partners, so discussing technology should energize you. About the Position This is a full time contract position based out of Toronto, from Nov 1st 2026 to June 30th 2027, with possibility of extension Competitive salary based on skills and experience Casual work environment with flexible and work from home options Successful candidate must be fluent in Portuguese and English Responsibilities Serve as the primary point of contact for a portfolio of customers, owning the relationship from onboarding through renewal via phone/web-conference, email and chat Record all customer interactions and support requests, documenting progress to resolution in the CRM/ticketing system Maintain or exceed customer success and support ticket SLAs for response time and resolution. Coordinate and plan activities with partners and customers from deployment pre-work through installation, hand-off, and ongoing success reviews Lead remote deployment and configuration of our proprietary IT asset discovery platform across client networks, public cloud tenants (AWS/Azure), and virtualized environments (VMware, Hyper-V, Nutanix) Monitor customer health, usage, and adoption metrics, and the collection of installation data from client sites; proactively identify risk and make recommendations to improve performance and completion rates Conduct periodic business reviews with customers to demonstrate value delivered and identify expansion opportunities Provide guidance and mentorship to team members, sharing technical and customer success best practices Document common errors, resolution paths, and customer playbooks in KB format Identify and champion opportunities for process and product improvements based on customer feedback Required Skills & Experience Post-secondary degree, diploma, or certificate in computer science, information systems, or related field Minimum 2 years of post-graduate experience in an IT support, systems administration, or customer-facing technical role IT Service Desk, Network Administration, or Customer Success/Account Management experience considered a strong asset Must demonstrate a solid foundation in core networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls) Familiarity with administering public cloud tenants (Azure and/or AWS) in corporate environments, including identity, access and resource management Familiarity with Microsoft 365 and Azure Active Directory (Entra ID) administration, including user provisioning, licensing, security groups and conditional access policies Understanding of Windows authentication protocols (Active Directory, Kerberos/NTLM), network security and optimization, and common virtualization platforms such as VMware/vSphere, Microsoft Hyper-V, and Nutanix Familiarity with Unix/Linux based operating systems, comfortable in a command line environment Solid systems administration fundamentals, including server/OS patching and endpoint management; basic scripting or automation experience (PowerShell, Bash, or similar) considered an asset Proven ability to build trusted relationships with customers and manage competing priorities across a portfolio of accounts Strong communication skills, technical and business, with the ability to translate complex technical concepts for non-technical stakeholders Most importantly, a keen, curious mind, a customer-first mindset, and a thirst for knowledge We thank all applicants for their interest; only candidates who meet the stated requirements will be considered.

What you’ll do

The specialist will manage the end-to-end customer relationship, including remote deployment of the IT asset discovery platform and ongoing success reviews. They are responsible for maintaining support SLAs, documenting technical resolutions, and identifying opportunities for product improvements.

Requirements

Candidates must have a post-secondary degree in a technical field and at least two years of experience in IT support or systems administration. Proficiency in both English and Portuguese is required, along with a strong foundation in networking, cloud administration, and virtualization.

Benefits

• Flexible work options
• Work from home options
• Casual work environment

Listed skills

• TCP/IP · Preferred
• DNS · Preferred
• DHCP · Preferred
• VPN · Preferred
• Microsoft Azure · Preferred
• Amazon Web Services · Preferred
• Microsoft 365 · Preferred
• Active Directory · Preferred
• VMware · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer success
• Network administration
• IT support
• TCP/IP
• DNS
• DHCP
• VPN
• Firewalls
• Azure
• AWS
• Microsoft 365
• Active Directory
• VMware
• Hyper-V
• Nutanix
• Portuguese

Job areas

• Technology
• Customer Service & Support
• Software