Manager, Technical Support
CanadaFull-TimeManager
Salary95000 - 110000 CAD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years
- Required Skills
- PHPPythonGitJavascriptMySQLOAuthReactRESTful APIs
Requirements
- 7+ years of experience in software development, technical troubleshooting, or related technical roles in SaaS/B2B environments
- 2+ years of experience managing or leading a technical support or customer support team
- Strong experience in production debugging and root-cause analysis of complex technical issues
- Proficiency in technologies such as PHP, Python, JavaScript, React, and MySQL
- Solid understanding of web protocols (SSL, OAuth2, APIs) and Git version control
- Experience with support operations including SLAs, escalation processes, and QA frameworks
- Strong cross-functional communication skills with the ability to translate technical concepts for non-technical audiences
- Proven ability to manage multiple priorities in a fast-paced environment with strong attention to detail
- Experience collaborating with engineering and product teams to drive long-term fixes and improvements
- Leadership style grounded in empathy, accountability, and team development
Responsibilities
- Lead, coach, and grow a team of technical support engineers and specialists through ongoing feedback, mentoring, and performance management
- Manage L3 support operations and directly handle complex technical escalations and high-priority tickets
- Oversee and improve SLAs, escalation workflows, and support processes to ensure fast and consistent resolution of issues
- Act as the primary escalation point for technical issues, ensuring clear communication and rapid customer response
- Collaborate with Engineering, Product, and Customer Success teams to identify and resolve root causes of recurring issues
- Improve documentation, knowledge bases, and internal enablement resources for both customers and support teams
- Implement quality assurance frameworks and feedback loops to improve ticket handling and service consistency
- Leverage automation and AI-driven tools to streamline workflows and enhance support efficiency
- Monitor support performance metrics, analyze trends, and drive continuous improvement initiatives
- Ensure alignment between customer needs, technical solutions, and operational priorities
View Full Description & ApplyYou'll be redirected to the employer's site
