Product & Technical Support Lead

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide first-line support for incoming customer inquiries, issues, and requests.

• Assess and prioritize incoming tickets, resolve issues, and escalate any unresolved matters with adequate context.

• Establish and meet response and resolution targets while communicating timelines to customers.

• Design and implement ticket classification systems and severity taxonomies.

• Define triage and escalation paths, including criteria for urgent issues.

• Develop and maintain the help center, encompassing AI chatbots, articles, troubleshooting guides, FAQs, and onboarding materials.

• Create and enhance support tools and workflows as demand increases.

• Design a scalable digital-touch account management strategy for basic-tier customers.

• Develop onboarding sequences, in-app guidance, lifecycle messaging, and self-service resources.

• Monitor engagement and health indicators, flagging potential risks or opportunities for customer success.

• Conduct proactive reviews of platform alerts to ensure accuracy, relevance, and minimal noise.

• Investigate and resolve customer-reported alert issues, including missed alerts and false positives.

• Document findings related to alert quality for product and engineering teams.

• Generate and present monthly reports on ticket themes, pain points, alert quality trends, feature gaps, and documentation shortcomings.

• Transform support anecdotes into actionable evidence and advocate for necessary fixes.

• Elevate concerns and drive feedback and outcomes collaboratively with customers.

⛳️ Requirements

• 2 to 4 years of experience in customer support, technical support, or support operations within a SaaS or technology firm.

• Proven track record in creating support systems such as a help center, ticket taxonomy, macro library, escalation processes, or reporting routines.

• Strong instincts for technical troubleshooting.

• Proficient in navigating software platforms, replicating issues, analyzing logs or dashboards, and knowing when to escalate matters.

• Exceptional written communication skills that are clear, friendly, and concise, even under pressure.

• Ability to thrive in ambiguous situations and a proactive approach to establishing structure where it is lacking.

• Experience with support and analytics tools.

• Familiarity with HubSpot, Intercom, and Mixpanel, or capability to choose/refine the ticketing stack.

• Must be located in Canada.

• Knowledge of emergency management, public safety, security operations, or a related field is a plus.

• Experience mentoring or leading support staff, or a desire to grow into such a role, is advantageous.

• Understanding of support metrics like first response time, resolution time, CSAT, and deflection rate is a plus.

• A cover letter must be attached, along with thoughtful responses to the screening questions.

🏝️ Benefits

• Competitive salary.

• Complimentary access to a health benefits package, which includes dental, extended health, vision care, and a health spending account.

• Opportunity to engage in the employee stock option plan.

• Performance-based variable compensation structure tied to deliverables.

• Clearly defined pathway to lead a team as it expands.

• Work at the convergence of AI, public safety, and enterprise technology.

• Genuine ownership in developing the support function.

• Additional opportunities for career advancement over time.