Technical Support Lead – New Product

November 17

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Canals

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Artificial Intelligence • Enterprise • Distribution

Canals is an AI-driven tool designed to enhance efficiency in distribution and order processing for sales, accounting, and procurement teams. It automates tasks like sales order entry and invoice processing, transforming customer emails into actionable quotes and orders without the need for templates. Canals is built specifically for various distribution verticals including electrical, plumbing, HVAC, and industrial sectors, helping teams save time and increase accuracy in their workflows. As users engage with the platform, the AI continues to improve its performance and adapt to specific business needs, ensuring better service for customers and vendors alike.

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• Build and lead the technical support function for a new product line — from first customers to scale. • Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness. • Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products. • Establish and refine SLAs, escalation paths, and operational workflows that scale with growth. • Monitor and report on key support KPIs, maintaining our 1-minute first response time. • Document internal processes, build knowledge bases, and streamline communication between teams. • Serve as the escalation point for technically advanced or high-priority issues.

🎯 Requirements

• 4+ years of experience in technical support or support engineering for SaaS products. • Hands-on familiarity with multi-product environments — web and mobile platforms, APIs, and integrations. • Strong understanding of APIs, SQL, and modern web application troubleshooting. • Prior experience mentoring or leading a support or solutions team. • Excellent written and verbal communication skills — able to explain complex topics to non-technical users. • Proven ability to build and optimize support processes, SLAs, and escalation workflows. • Highly organized, proactive, and comfortable operating in a fast-moving, early-stage environment.

🏖️ Benefits

• Remote-first flexibility: Work anywhere in North America. • Collaborative culture: Work directly with engineers, designers, and product leaders who care about solving real problems.