Support Delivery Lead

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

📋 Description

• Assemble and guide a team of technical and troubleshooting specialists acting as the final line of defense before core Engineering.

• Collaborate with Engineering and customer teams to create systems for addressing escalated issues.

• Engage with senior internal or customer leaders and coordinate resources across various teams.

• Operationalize insights gained from customer issues on a large scale.

• Refine internal processes in collaboration with Engineering, Go-to-Market, and vendor partners.

• Shape product roadmaps and enhance the overall customer support experience.

• Oversee team growth and operations to provide global 24x7 support coverage.

• Cultivate strong customer relationships and ensure the success of applications.

• Ensure the team extends assistance beyond its primary responsibilities.

• Participate in Support’s broader leadership team and contribute to organization-wide initiatives.

⛳️ Requirements

• Over 6 years of experience in leading and managing technical support engineering or software engineering teams.

• More than 10 years of experience in technical support engineering or software engineering.

• Experience in high-scale or fast-paced environments.

• Proven experience in leading highly skilled engineering teams.

• Capability to empower senior individual contributors while establishing clear technical and operational direction.

• Extensive technical knowledge in application development or infrastructure.

• Strong comprehension of operational systems and customer reliability.

• Demonstrated ability to influence engineering and product roadmaps through support-driven insights.

• Automation-first mindset with a history of implementing scalable support tools or processes.

• Ability to balance strategic leadership with technical detail in uncertain environments.

• Experience in building trust with strategic accounts during critical issues or transformations.

• Mission-driven, collaborative, high-integrity, and humble approach.

🏝️ Benefits

• 24x7 technical coverage globally, including holidays and weekends as per business needs.

• Reasonable accommodations for applicants with disabilities.

• Immigration and sponsorship support may be provided based on individual circumstances.