Full-Time

Premium Support Advisor

Posted on 10/7/2025

Docebo

Docebo

1,001-5,000 employees

SaaS learning platform for corporate training

No salary listed

Toronto, ON, Canada

Hybrid

Hybrid model allows for some work-from-home flexibility.

Category
Customer Experience & Support (1)
Required Skills
Zendesk
Salesforce
JIRA
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent professional experience)
  • Minimum of 3.5 years of experience in SaaS technical support or a related field
  • Strong technical aptitude with experience troubleshooting complex software applications
  • Proficiency in using SaaS support tools such as Zendesk, Salesforce, Slack, and JIRA
  • Excellent verbal and written communication skills with the capacity to convey technical information to diverse audiences
  • Ability to work both independently and as part of a cohesive team
Responsibilities
  • Serve as the primary Support contact for Premier, Advantage, and Essential Premium Support accounts; provide rollover support for Elite accounts as needed, ensuring consistent communication and assistance
  • Collaborate closely with Customer Success Managers (CSMs), Account Managers (AMs), Professional Services (PS), Technical Account Managers (TAMs), and leadership teams to maximize customer satisfaction and retention
  • Conduct monthly ticket reviews with assigned Premier accounts to enhance their support experience by identifying trends and ensuring swift resolution of issues
  • Provide multi-channel technical support to Premium Support customers via phone, video, email, and chat, ensuring adaptability to client communication preferences
  • Advocate for the business needs of Premium clients, ensuring timely case resolution while striving to exceed customer expectations in service delivery
  • Maintain meticulous documentation of customer environments, interactions, and troubleshooting processes to facilitate knowledge sharing and enhance response effectiveness
  • Ensure the successful delivery of Premium Support offerings, helping clients realize value and satisfaction from their investment
  • Diagnose software application issues to determine root causes and propose appropriate solutions, escalating concerns to the Product team when necessary
  • Collaborate with Product and Support Management teams on the introduction and rollout of new product features, providing client insights and feedback
  • Manage customer issues through to resolution, effectively addressing escalations and prioritizing workload based on urgency and customer impact
Desired Qualifications
  • Strong customer-centered behaviors
  • Proactive approach to problem-solving
  • Self-starter mindset
  • Collaborative nature
  • Critical thinking skills

Docebo provides a cloud-based learning platform for businesses to train employees and other stakeholders by combining formal, social, and experiential learning. It operates as a Software-as-a-Service (SaaS) product, where clients subscribe to access features like course management, social learning tools, AI-driven recommendations, and analytics. Users enroll and track training, receive personalized learning paths, and measure progress within a scalable interface that supports multiple learning modalities. Compared with typical LMS options, Docebo emphasizes integrating formal, social, and experiential learning in one system and uses artificial intelligence to tailor content and recommendations to each learner and organization. The goal is to help companies improve workforce development by offering accessible, scalable, and personalized learning experiences that boost skills and performance across their teams.

Company Size

1,001-5,000

Company Stage

IPO

Headquarters

Toronto, Canada

Founded

2005

Simplify Jobs

Simplify's Take

What believers are saying

  • Q1 2026 revenue hit $65.6M with 13.7% ARR growth excluding OEM and FX impacts.
  • MCP Server integrates learning data into Claude, Copilot, and ChatGPT enterprise stacks.
  • Skills-based strategies drive demand as 365Talents adds $9M revenue by December 2026.

What critics are saying

  • SAP's $1.5B WalkMe acquisition bundles LMS into SuccessFactors, eroding Docebo's share in 12-24 months.
  • Microsoft's Q3 2026 Copilot agents in Teams displace Docebo integration for 80% customers.
  • Cornerstone Galaxy AI platform causes 15-20% mid-market churn within 6-12 months.

What makes Docebo unique

  • Docebo's platform manages multiple audiences like employees, partners, and customers from one system.
  • AgentHub uses AI agents to proactively scan documents and auto-distribute learning content.
  • Acquisitions of Zive and 365Talents embed skills intelligence into AI-driven learning workflows.

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Benefits

Paid Vacation

Employee Stock Purchase Plan

Hybrid Work Options

Remote Work Options

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

0%

2 year growth

11%
Brandon Hall Group
May 5th, 2026
Docebo acquires Zive to transform LMS into AI-driven knowledge ecosystem

Docebo, a learning management system provider, has acquired Zive, a Hamburg-based enterprise AI startup, strengthening its position in AI-driven workplace learning. The deal was announced at Docebo's Inspire conference in April. Zive specialises in knowledge retrieval technology that connects unstructured data sources across enterprises, making them searchable through AI. The acquisition enables Docebo to shift from content storage to contextual knowledge delivery embedded in employees' workflows. The integration powers Docebo's AgentHub, which uses proactive AI agents to scan internal documents, identify updates, create learning content and distribute it to relevant teams automatically. This marks a transition from reactive chatbots to autonomous AI agents that can reason and act independently. The move positions Docebo beyond traditional learning management systems towards a broader knowledge orchestration platform, particularly benefiting customer education and sales enablement teams.

Yahoo Finance
Feb 27th, 2026
Docebo's Q4 2025 revenue hits $63M as adjusted EBITDA margins reach 21.2%

Docebo, a learning platform provider, reported fourth quarter 2025 results with subscription revenue of $59.1 million, up 9% year-over-year, representing 94% of total revenue. Total revenue reached $63.0 million, an 11% increase. The company achieved net income of $26.9 million, or $0.93 per share, compared to $11.9 million in the prior year period. Adjusted EBITDA reached $13.3 million, representing 21.2% of revenue, up from 16.7% a year earlier. Annual recurring revenue (ARR) grew 8.4% to $238.1 million. Excluding its largest OEM customer and foreign exchange impacts, ARR increased approximately 12.5%. Free cash flow was $12.3 million, representing 19.6% of revenue. CEO Alessio Artuffo called Q4 "one of Docebo's strongest quarters on record", citing robust bookings performance.

Yahoo Finance
Feb 3rd, 2026
Docebo launches $60M substantial issuer bid

Docebo shares edged higher in after-hours trading on Tuesday after the learning management software company announced the launch of a $60 million substantial issuer bid. The Toronto-based firm will offer to repurchase its own shares as part of the buyback programme, signalling confidence in its financial position and commitment to returning value to shareholders. Details about the specific terms of the substantial issuer bid, including the offer price and timeline, were not immediately disclosed in the initial announcement.

Everest Group
Jan 26th, 2026
Docebo's Acquisition of 365Talents: What It Signals for Learning and Skills Intelligence

Docebo's acquisition of 365Talents: what it signals for learning and skills intelligence. Docebo's acquisition of 365Talents is a meaningful development in the learning technology and skills intelligence space. While learning platforms and skills tools have been moving closer together for some time, this deal highlights how central skills have become to learning, internal mobility, and workforce readiness conversations. We have been tracking the learning technology and skills intelligence markets for several years. Based on our research, enterprises are increasingly clear about one thing: learning can no longer be separated from skills. Organizations want learning to be driven by real skill needs and tied more directly to workforce outcomes. The Docebo - 365Talents acquisition fits well into this broader shift. Most organizations already know they have skill gaps. They run assessments, build frameworks, and generate reports. Yet, based on our research, these efforts often struggle to change how people are developed, deployed, or redeployed. Skills data frequently sits in isolation, disconnected from learning systems and talent decisions. As a result, skills initiatives become exercises in measurement rather than action. This is why interest in skills intelligence platforms has grown. Enterprises are looking for solutions that do more than describe skills, they want platforms that help them act on skills, whether through learning, mobility, or workforce planning. 365Talents' role in the skills intelligence space Based on our research, 365Talents has established itself as a strong player in the skills intelligence market, with good growth momentum and a clear focus on enterprise use cases. The platform has supported a broad range of scenarios, including: * Skills visibility, helping organizations understand what skills they have today * Learning alignment, by identifying gaps and guiding relevant development * Internal mobility and career pathing, enabling better movement of talent across roles and projects * Workforce readiness and redeployment, especially as roles evolve due to Artificial Intelligence (AI) and automation What has set 365Talents apart is its emphasis on making skills intelligence usable. Rather than treating skills as static data, the platform has focused on embedding skills insights into real decisions across learning and talent management. From Docebo's perspective, the acquisition is about more than adding a skills taxonomy or analytics layer. Docebo has been clear that it sees skills as valuable only when they are actionable. Based on our reading of the announcement, Docebo is positioning the combined offering as an AI-powered intelligence layer that connects skills, learning, and workforce readiness. The idea is to move beyond traditional course-based learning models and toward learning that is triggered by real skill needs tied to roles, projects, and business priorities. This aligns with what we are seeing across the learning technology market. Buyers increasingly expect learning platforms to: * Personalize learning based on skills and context * Measure progress in terms of capability and skill development, not just course completion. In this sense, the acquisition strengthens Docebo's ability to participate in the broader skills-based talent conversation, not just the Learning Management System (LMS) market. Open questions: learning-first or broader talent use cases? At the same time, the acquisition raises important questions. Historically, 365Talents has supported use cases well beyond learning, including internal mobility, career pathing, and workforce planning. With the platform now part of Docebo, it remains to be seen how broadly these use cases will continue to be supported over time. Docebo has indicated that 365Talents will remain a distinct product and brand in the near term, with a phased approach to integration. While this provides continuity for existing customers, longer-term priorities will matter. Will the platform continue to invest equally in mobility and career pathing use cases, or will skills increasingly be viewed primarily through a learning lens? How Docebo balances depth in learning with breadth across other talent use cases will be an important area to watch. From our perspective, this acquisition has the potential to be a positive catalyst for 365Talents. Being part of a larger learning platform provider could accelerate product development, expand market reach, and strengthen go-to-market execution. We also hope this move gives renewed impetus to 365Talents' product roadmap and Go-to-Market (GTM) efforts, especially as enterprises look for clearer, more scalable skills-based solutions. Continued investment in AI, skills inference, and real-time skill updates will be critical to maintaining momentum in an increasingly competitive market. For enterprise buyers, success will ultimately depend on execution: * How tightly skills and learning are integrated in practice * Whether skills insights genuinely drive development and mobility decisions, and * How effectively the combined offering supports workforce outcomes, not just insights The Docebo-365Talents acquisition reflects a broader market reality: learning, skills, and talent decisions are converging. Organizations are looking for platforms that help them understand skills, build them through learning, and deploy talent more effectively, all within a connected ecosystem. While questions remain around long-term focus and integration depth, this acquisition clearly reinforces the growing importance of skills intelligence as a foundation for the future of learning and workforce strategy. If you enjoyed this blog, check out our webinar deck: Future-Proofing Your Workforce: Harnessing Skills and Work Intelligence, which delves deeper into skills and work intelligence and their role in workforce redesign. If you'd like to discuss the topics of skills and talent in more depth, as well as how Docebo's acquisition of 365Talents will mean for the wider sector, contact Sharath Hari ([email protected]).

Business Wire
Jan 21st, 2026
Docebo Acquires 365Talents

Docebo Inc. (Nasdaq: DCBO; TSX: DCBO), a leading AI-powered enterprise learning platform (“Docebo”), today announced it has acquired all of the issued and ou...

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