Technical Support Manager

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

📋 Description

• Strive to foster positive relationships with customers while delivering exceptional customer satisfaction by achieving or surpassing case handling and issue resolution targets.

• Take ownership of complex cases from various sources and spearhead investigations into the root causes.

• Exhibit the capability to create and manage performance metrics that enhance customer satisfaction and optimize resource efficiency.

• Ensure that support procedures are effectively implemented and adhered to by team leads and their respective teams.

• Act as a dedicated internal advocate for our customers, articulating their needs in discussions regarding product direction.

• Make numerous judgment calls and decisions related to customer interactions, case management, partner concerns, and more throughout the day.

• Maintain an open-door policy for team members, fostering strong relationships with SREs, team leads, and management.

• Collaborate with peers to devise and execute plans that achieve technical excellence.

⛳️ Requirements

• 10 years of experience.

• Customer-facing experience in IT, software, hardware, storage, networking, or security.

• Experience in managing technical staff within a support environment.

• Proven ability to troubleshoot and resolve issues in enterprise real-time software applications, including network and database software such as SQL and Oracle.

• Committed individuals with strong operational and strategic reasoning abilities.

• A passion for making data-driven decisions.

• Proficient understanding of customer service operations and best practices in remote technical support.

• Proven track record of successfully managing and leading teams in the software services industry.

• Demonstrated experience in fast-paced and scaling enterprise support environments.

🏝️ Benefits

• Health and wellness benefits.

• Vacation.

• Paid holidays and refresh days.

• Pension - RRSP.

• Life and disability insurance coverage.