Do you like solving problems and teaching people how to solve them? Help the municipal staff behind Canadian communities’ websites get the most out of their sites, with the backing of an experienced web team.
About the role
Upanup builds and supports websites for municipalities and public-sector organizations across Canada, sites that tens of thousands of residents use every day. You’ll join our three-person support team, which is spread across our Victoria and Waterloo offices to cover clients across time zones, and report to our Client Experience Director in Calgary. Together, you’ll help clients solve problems with their Drupal sites and teach them to manage those sites with confidence.
Most of your time will go to resolving support requests, and along the way you’ll grow into an advanced Drupal admin. The rest will go to training: hands-on sessions while new builds are being tested, onboarding and refresher sessions after launch, and guides and recordings that help clients help themselves.
Beyond your own team, you’ll have the backing of our development, design and strategy teams, plus training and mentorship as your skills develop.
What you'll do
- Troubleshoot and resolve website support requests, and manage tickets and time logs in our ticketing system
- Configure Drupal sites through the admin interface, including content types, fields, views, menus, taxonomies, blocks, layouts, user roles and permissions, and contributed module settings
- Plan and deliver Drupal training for clients, both for new builds and as part of ongoing support
- Write and maintain training guides, how-to documentation and video walkthroughs
- Help clients with content entry, small content migrations and site housekeeping
- Spot recurring client questions and turn them into better documentation, training or build improvements
What you bring
- 2+ years of experience in technical support, CMS administration, or a related role
- Admin-level experience with a CMS (Drupal preferred)
- The technical aptitude to troubleshoot and solve problems through no-code configuration
- A working understanding of web fundamentals, including site structure and basic HTML
- Experience training, teaching or presenting to small groups, or the confidence to build that skill
- Clear, friendly communication with non-technical people by chat, email, phone and video
- Patience, a positive attitude and real enjoyment of helping people
Nice to have
- Drupal 10 or 11 experience, including Paragraphs and the Media Library
- Experience working with municipal, government or public-sector organizations
- Familiarity with web accessibility (WCAG)
- Experience creating screen recordings or video tutorials
What we offer
- Starting salary of $55,000–$65,000, based on experience
- Health benefits after three months
- Hybrid work: in the office at least four days a week for your first three months, then Tuesdays and Thursdays at minimum
- See sidebar for some perks of working at Upanup
How to apply
Apply through the form below. You’ll upload your resume as a PDF and answer a few short questions about your experience, which takes about 10-15 minutes. We’re only considering candidates who already live in Greater Victoria.