Product & Technical Support Lead

Job not on LinkedIn

🕒 August 6

🇨🇦 Canada – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Samster, Konkel & Safran Law Offices

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Samster, Konkel & Safran Law Offices is a Milwaukee-based law firm specializing in personal injury cases. With over 100 years of collective experience, the firm focuses on representing clients who have been injured due to another party's negligence. Their practice areas include car accidents, truck accidents, construction injuries, defective products, and more. They also handle civil rights cases, such as illegal searches and excessive force. Known for their commitment to client success, they offer personalized legal services and ensure that clients work directly with attorneys. The firm highlights their successful case results and provides free initial consultations to assess new cases.

📋 Description

• Run first-line support for inbound customer questions, issues, and requests • Triage incoming tickets, resolve issues where possible, and escalate unresolved issues with sufficient context • Set and meet response and resolution targets and communicate timelines to customers • Design and implement ticket classification and severity taxonomies • Define triage and escalation paths, including urgent issue criteria and stakeholders • Build and maintain the help centre, including AI chatbot, articles, troubleshooting guides, FAQs, and onboarding material • Establish and improve support tooling and workflows as volume grows • Design a scalable digital-touch account management program for basic-tier customers • Create onboarding sequences, in-app guidance, lifecycle messaging, and self-serve resources • Monitor engagement and health signals and flag risks or expansion opportunities to Customer Success • Conduct proactive reviews of platform alerts for accuracy, relevance, and noise • Investigate customer-reported alert issues, including missed alerts and false positives • Document findings for product and engineering action • Deliver monthly reporting to the product team on ticket themes, pain points, alert quality trends, feature gaps, and documentation gaps • Use data to support recommendations and advocate for fixes • Escalate concerns and drive feedback and outcomes with customers • Report to the VP, Customer Success

🎯 Requirements

• 2 to 4 years in a customer support, technical support, or support operations role at a SaaS or technology company • Evidence of building support systems such as a help centre, ticket taxonomy, macro library, escalation process, or reporting cadence • Strong technical troubleshooting instincts • Comfortable navigating software platforms, reproducing issues, reading logs or dashboards, and knowing when to escalate • Excellent written communication; clear, warm, and concise under pressure • Comfort with ambiguity and a bias toward building structure where none exists • Experience with support and analytics tooling • Located in Canada • Nice to have: familiarity with emergency management, public safety, security operations, or a related field • Nice to have: experience mentoring or leading other support staff, or a clear interest in growing into it • Nice to have: familiarity with support metrics such as first response time, resolution time, CSAT, and deflection rate

🏖️ Benefits

• Performance-based variable pay • Free access to a health benefits package, including dental, extended health, vision care, and a health spending account • Employee stock option plan • Clear path to leading a team as it grows • Opportunity to work at the intersection of AI, public safety, and enterprise technology • Equal opportunity and diverse, inclusive work environment • Interview accommodations available upon request