Support Engineering Lead

Jobgether • Canada

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead and scale a high-performing technical support organization within a fast-growing technology environment. Own end-to-end service delivery, manage a team of Support Engineers, and build processes/tools for global support operations. Requires 7+ years technical support experience, 3+ years team management, and strong technical foundation with SQL, REST APIs, and debugging skills.

Key Highlights

Lead and scale technical support organization

Own end-to-end service delivery and incident management

Build AI-powered tools and automation for efficiency

Manage team of Support Engineers and hiring initiatives

Work with Engineering, Product, and Customer Success teams

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Key Responsibilities

Lead, coach, and develop a team of Support Engineers by creating a culture of accountability, collaboration, and continuous improvement

Own end-to-end service delivery, acting as the escalation point for complex technical issues and enterprise customer situations

Provide hands-on technical support by debugging API issues, reviewing technical problems, participating in customer discussions, and supporting incident response

Build and improve operational frameworks, including incident management processes, escalation procedures, and quality review practices

Define and monitor support performance metrics, dashboards, and operational insights to identify trends and improve service quality

Partner with Engineering, Product, and Customer Success teams to advocate for customer needs and influence product improvements

Drive adoption of AI-powered tools and automation solutions to increase support efficiency and enhance service quality

Lead hiring, onboarding, training, and career development initiatives to help scale the support organization

Represent the support function in cross-functional discussions and contribute strategic insights based on customer feedback and operational data

Promote best practices around technical troubleshooting, documentation, and knowledge sharing across teams

Technical Skills Required

SQL REST APIs debugging tools observability platforms

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Benefits & Perks

Competitive compensation package

Remote-first culture with flexibility to work from anywhere

Generous cash and equity compensation

Early exercise options for all eligible equity grants

Flexible paid time off and year-end company break

Health, dental, and vision insurance

401(k) or RRSP matching contributions up to 4%

Company-provided MacBook Pro

Home office setup stipend

Monthly meal stipend and social meet-up allowance

Annual health and wellness stipend

Annual learning and professional development stipend

Job Description

This role offers the opportunity to lead and scale a high-performing technical support organization within a fast-growing technology environment.You will combine technical expertise, leadership, and operational excellence to improve customer experiences and resolve complex challenges.The position sits at the intersection of engineering, product, and customer success, providing meaningful influence across the organization.You will guide a team of Support Engineers while building processes, tools, and systems that enable global support operations.This is an ideal opportunity for a hands-on technical leader who enjoys solving complex problems and developing teams.

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