Manager, Technical Support - Remote Eligible

Manager, Technical Support

This role is a high-impact leadership position within a fast-growing SaaS environment, responsible for elevating the technical support function and ensuring seamless customer experiences. You will lead a team of technical support engineers while also directly engaging in complex escalations and troubleshooting. Acting as a player-coach, you will balance hands-on technical problem-solving with strategic operational leadership. The role plays a key part in strengthening collaboration between Support, Engineering, Product, and Customer Success teams. You will own critical support processes, drive SLA performance, and continuously improve service quality through data, feedback, and automation. This is an opportunity for a leader who thrives in both technical depth and people development, and who is motivated by building scalable, high-performing support systems.

Accountabilities

You will lead and develop the technical support function, ensuring efficient resolution of complex customer issues while continuously improving processes, tools, and team performance. You will act as both a technical escalation point and a strategic leader driving operational excellence across support operations.

• 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

Requirements

You bring a strong combination of technical expertise and leadership experience in SaaS support environments. You are comfortable working across engineering and customer-facing teams, and you excel at solving complex technical issues while guiding and developing others.

• 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
• Nice to have: experience with Django, Symfony, or similar frameworks

Benefits

• Competitive salary range: CAD 95,000 – CAD 110,000 plus performance-based bonus
• Remote-first working model across Canada
• Health and dental coverage with additional healthcare spending account
• RRSP/TFSA contributions up to $3,000 annually (no employee contribution required)
• Flexible work culture with strong work-life balance
• Company-wide holiday shutdown period (December 25 – January 1)
• Twice-yearly in-person company gatherings and team events
• Learning-oriented environment with collaborative and supportive teams
• Inclusive culture focused on diversity, autonomy, and professional growth