This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Team Lead in Canada.
Join a fast-growing technology environment where operational excellence, customer success, and AI-driven innovation are central to the mission. This role is ideal for a hands-on leader who can transform technical support into a scalable, high-performing function. You will guide a team handling complex client issues, improve service reliability, and build smart workflows that reduce manual effort. Working closely with engineering, product, and customer-facing teams, you will help shape processes that directly impact customer satisfaction and retention. The position offers strong ownership, exposure to cutting-edge tools, and the opportunity to lead meaningful change. If you thrive in dynamic environments and enjoy solving technical and operational challenges, this is an exciting leadership opportunity.
Accountabilities:
- Lead, mentor, and develop a team of technical support analysts handling complex customer issues and escalations.
- Ensure high service quality, SLA adherence, efficient workload distribution, and consistent operational performance.
- Own escalation management processes and coordinate timely resolution of critical incidents.
- Conduct post-mortems and root cause reviews to prevent recurring issues and strengthen support systems.
- Build scalable support processes, playbooks, and knowledge resources to improve team autonomy and efficiency.
- Introduce AI tools, automation workflows, and smart agents to streamline repetitive operational tasks.
- Guide advanced troubleshooting across data pipelines, APIs, SQL databases, and platform integrations.
- Partner with engineering, product, and customer success teams to share structured feedback and prioritize improvements.
- Create onboarding documentation, internal training materials, and process standards for new team members.
- Continuously evaluate new technologies and identify smarter ways to improve support operations at scale.
Requirements:
- Proven experience leading or coordinating technical support, operations, or customer-facing technical teams.
- Strong SQL and relational database skills, including writing queries and diagnosing data issues.
- Experience troubleshooting APIs, integrations, data pipelines, or SaaS platform environments.
- Strong operational mindset with excellent organization, prioritization, and incident management skills.
- Demonstrated ability to work independently, make decisions, and remain calm under pressure.
- Hands-on experience using AI tools, automation platforms, or LLM-based workflows to improve productivity.
- Excellent English communication skills, both written and verbal, with the ability to explain technical topics clearly.
- Strong analytical and problem-solving abilities with attention to detail.
- Passion for technology, systems thinking, and continuous learning.
- Experience documenting processes, creating playbooks, or supporting analytics/marketing platforms is a plus.
Benefits:
- Fully remote-first work environment with location flexibility.
- Opportunity to lead and shape an AI-first support organization.
- Work with a high-growth product serving enterprise-level customers.
- Competitive compensation aligned with experience and leadership scope.
- 20 working days of paid time off annually.
- US holidays and additional company days off.
- Professional development reimbursement for learning and certifications.
- High-impact role with strong visibility across multiple departments.
- Exposure to modern AI, automation, and data technologies.
- Collaborative culture focused on ownership, growth, and execution excellence.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.