Spécialiste Du Support Technique / Technical Support Specialist

Technical Support Specialist

LANDR is a fast-growing audio company made up of left-brained creative technologists, right-brained music professionals and everyone in between. Together, we are revolutionizing the process for music makers to help them create, master, distribute and promote their music. We love music. We love musicians. Our mission is to give music makers the freedom to create and be heard. We bring our love of music to the office every day and we are continuously innovating to create experiences that delight and engage our audience of over 6 million music creators. We love best practices but we aren't afraid to break them.

LANDR is looking for a Technical Support Specialist, who will ensure proper responses to our users' questions and issues related to the LANDR ecosystem. You will help users troubleshoot and solve technical and creative challenges, guide them through workflows, and ensure they get the most out of our platform. You'll communicate directly with users to diagnose and resolve problems, while maintaining a clear and organized record of user experiences, issues, and feedback. You'll tag tickets appropriately and relay relevant insights to the Support Team Manager.

Responsibilities

• Understanding the ins and outs of our platform, including devices, plugins, integrations, and workflows.
• Troubleshooting with users to solve issues related to installation, licensing, routing, devices, or compatibility with other DAWs.
• Logging and tracking user issues in an organized manner (and using ticket tags), ensuring that serious or commonly recurring technical issues are escalated to the Support Manager.
• Maintaining accurate and up-to-date internal documentation for support workflows.
• Communicating with users when something is not right and working with them until it is.
• Providing feedback to the Product and QA teams to help improve the overall user experience.

Qualifications

• Hands-on experience using a DAW (ex: Logic, Reason, Ableton)
• Experience working in a customer support, technical support, or client-facing role.
• Solid understanding of music production, plugins, and audio signal flow.

Candidate Profile

• Passionate about every single client being happy with our products.
• A true music and tech enthusiast — you understand the tools creators use and love talking about them.
• Experienced in music production — you understand DAWs, audio interfaces, and how creative and technical workflows connect.
• Exceptionally good at troubleshooting and solving problems. You're organized, methodical, and love figuring things out.
• A great communicator who loves helping people and can turn frustration into satisfaction.
• Able to multitask and make quick decisions, while maintaining accuracy and empathy.
• Comfortable working independently but also thrive in a collaborative, creative team.
• Excellent written communication skills in English (as the majority of our users are English-speaking); French or other languages are considered an asset.
• Able to manage a high volume of support tickets daily without losing quality or tone.

Bonus Points For

• Education in audio, music production, or sound engineering is an asset.
• Experience working in a fast-paced startup environment is an asset.

Here are a few perks that we enjoy at LANDR:

• Competitive compensation, based on your role, experience and expertise.
• Health insurance coverage, with access to a doctor via Maple and to an Employee Assistance Program (via Homewood).
• Frequent office and social events (Catering on Monday, Bagel Tuesdays, 5@7, etc.).
• Your birthday is a free day.
• Annual public transit (Montreal employees) & sport activity allowance.
• Free access to our music studio (for practice or recording).
• Free access to the LANDR products.
• Open office space in Downtown close to Square-Victoria Metro Station.
• LANDR Band.
• Partnerships with local music events & festivals (MUTEK, Pop Montreal, Igloofest…).

At LANDR, we don't just accept diversity, we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. LANDR is striving every day to create a more diverse workplace, and we strongly encourage applications from people of color, women, LGBTQ people, people of any religion, age, or belonging to any marginalized community. We accept people as they are and firmly believe diversity is essential to our success! If you're applying to LANDR, it's because you want to contribute to our amazing company and culture, and we're thankful for that! We work hard to create the best experience for our employees and we'd love for you to be a part of it!