Manager of Technical Support

Canopy Tax-posted about 2 months ago
Full-time • Manager
Professional, Scientific, and Technical Services
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Canopy is a fast-growing SaaS company in Draper, Utah, building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. Our goal is to help our clients unlock the firm they've always wanted with our Practice Management Suite. We place strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. The Manager of TSE (Technical Support Engineering) is a key member of our Technical Support Engineering Team, responsible for leading a group of Technical Support Engineers (TSE) while maintaining an individual contributor role. This position requires balancing leadership, direct customer support, and collaboration with cross-functional teams to ensure high-quality service. The role involves resolving escalated issues, mentoring direct reports, and driving process improvements.

  • Lead and manage a team of Technical Support Engineers, with responsibility for team performance, growth, and operational planning
  • Serve as the escalation point for complex or sensitive technical issues and assist the team in reproducing, isolating, and documenting bugs or edge cases
  • Collaborate closely with Tier 1 leadership to build shared troubleshooting workflows, reinforce best practices, and improve overall case quality across the support org
  • Partner cross-functionally with Product, Engineering, and CX teams to surface recurring issues and contribute to product feedback loops
  • Ensure that escalated cases are consistently high quality before reaching Engineering, including complete reproduction steps, environment testing, device and browser info, permission confirmation, relevant links, and visual proof
  • Identify trends or recurring issues using Intercom, Jira, and internal tools to inform coaching, documentation, and team bandwidth planning
  • Own internal documentation quality by identifying gaps in the knowledge base and macros and working with the team to keep materials clear and up to date
  • Lead team meetings, performance feedback sessions, and case reviews to support ongoing development and alignment
  • Participate in high-priority customer escalations when needed and support account teams with technical guidance
  • Partner with Support leadership on team planning, performance expectations, and long-term resourcing needs as the business scales
  • 3 to 5 years of experience in a technical support or technical success role, including 2 or more years in a leadership or mentorship position
  • Proven experience managing full-time employees, including goal setting, 1:1 coaching, and performance development
  • Strong understanding of SaaS applications and browser-based troubleshooting tools like Chrome DevTools
  • Experience using support platforms such as Intercom, Jira, Slack, and internal admin or debugging tools
  • Demonstrated ability to coach team members on documentation quality, root cause analysis, and technical accuracy in customer communication
  • Skilled at interpreting support metrics and using them to guide decisions around quality, training, and workflows
  • Excellent communication skills and the ability to work cross-functionally in a collaborative environment
  • A thoughtful, empathetic leadership style that balances high standards with active support
  • Familiarity with SQL or observability tools such as DataDog, Sentry, or similar
  • Experience with customer-facing knowledge base management and internal enablement materials
  • Background in SaaS platforms or accounting software is a plus
  • Flexible Paid Time Off - that you're actually encouraged to use plus 10 company holidays!
  • Health Benefits - including Medical, Dental, and Vision and an HSA Match. Canopy covers Medical premiums at 100% for Employees only.
  • 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.
  • Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).
  • Paid New Parent Leave & Birthing Parent Leave - so you're able to care for your little ones.
  • Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.
  • Motivosity - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!
  • Company Events - including monthly company-wide meetings, summer parties, and more.
  • DEIB Committee - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.
  • Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We've got you covered.
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