Technical Support Manager

November 20

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commonsku

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What is commonsku?

51 - 200 employees

📋 Description

• Lead, coach, and grow a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful development. • Balance leadership and execution — acting as both manager and technical contributor when needed. • Own and improve SLAs, escalation paths, and support processes to ensure fast, consistent, high-quality issue resolution. • Act as the primary point of contact for technical escalations, triaging, debugging, and ensuring rapid customer communication. • Collaborate cross-functionally with Engineering, Product, and Customer Success to solve root causes — not just symptoms. • Refine documentation and knowledge bases, ensuring both internal teams and customers have access to clear, helpful resources. • Implement quality and feedback programs to monitor ticket handling, consistency, and improvement opportunities. • Leverage AI and automation to streamline workflows and enhance customer experience. • Report on trends and performance, identifying opportunities for process improvement, cost efficiency, and customer satisfaction.

🎯 Requirements

• 2+ years of experience managing a technical or customer support team in a SaaS environment • 7+ years of software development or technical troubleshooting experience, ideally within SaaS or B2B platforms • Proven ability to lead and coach both technical and customer-facing roles with empathy and accountability • Experience implementing support operations, including QA programs, documentation standards, and escalation workflows • Technical proficiency in: PHP, Python, JavaScript, Django or Symfony (or similar MVC/MVT frameworks), React and MySQL, Web protocols (SSL, OAuth2, etc.) and Git version control • Strong debugging and root-cause analysis skills for production-level issues • Excellent cross-functional communication — you can explain complex technical topics to both engineers and non-technical stakeholders • Detail-oriented with the ability to juggle multiple issues and priorities without letting anything slip • A great sense of humour (seriously — we like to laugh while we work)

🏖️ Benefits

• Remote-first culture (with plenty of in-person experiences sprinkled in) • Company-wide closure between December 25th and January 1st • Health and dental benefits, including a $1,000 healthcare spending account • RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!) • Twice-yearly company-wide summits (we call it HQ — and you’ll love it) • A delightful team of smart people who are good at what they do