Product & Technical Support Lead
About The Position
We’re looking for a Product & Technical Support Lead to build samdesk’s support function from the ground up. This is a builder role. Today, support at samdesk happens in the gaps between other people’s jobs. You’ll turn that into a real system: a ticket classification scheme that tells us something useful, a triage process with clear severity levels, a help centre customers actually read, and a scalable tech touch approach for our growing base of smaller accounts. You’ll also be close to the product itself. Alert quality is what our customers pay for, so you’ll review alerts both proactively and in response to customer reports, and you’ll own the monthly reporting loop that turns support signal into product priorities. We are open to remote candidates already residing in Canada, working on an eastern time zone to support global operations.
Requirements
- 2 to 4 years in a customer support, technical support, or support operations role at a SaaS or technology company.
- Evidence that you’ve built something, not only worked a queue. A help centre, a ticket taxonomy, a macro library, an escalation process, a reporting cadence. Tell us about it.
- 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. We use HubSpot, Intercom, and Mixpanel today, and selecting or refining the ticketing stack is part of this role.
- Located in Canada.
Nice To Haves
- Familiarity with emergency management, public safety, security operations, or a related field.
- Experience mentoring or leading other support staff, or a clear interest in growing into it.
- Familiarity with support metrics like first response time, resolution time, CSAT, and deflection rate.
Responsibilities
- Run first line support: Own the front line for inbound customer questions, issues, and requests across our customer base. Triage incoming tickets, resolve what you can, and escalate what you can’t with enough context that the next person isn’t starting from zero. Set and meet response and resolution targets, and be honest with customers about timelines.
- Build the system: Design and implement a ticket classification and severity taxonomy that supports real analysis, not just tidy folders. Define triage and escalation paths, including what qualifies as urgent and who gets pulled in. Build and maintain the help centre: AI chatbot, articles, troubleshooting guides, FAQs, and onboarding material that reduce ticket volume over time. Establish the support tooling and workflows, and improve them as volume grows.
- Own the digital touch program: Design a scalable, low-touch approach to account management for our basic tier customers: onboarding sequences, in-app guidance, lifecycle messaging, and self-serve resources. Monitor engagement and health signals across this segment and flag risk or expansion opportunities to the Customer Success team. Make the digital experience feel deliberate rather than neglected.
- Review alert quality: Run proactive reviews of platform alerts, assessing accuracy, relevance, and noise. Investigate and resolve customer-reported alert issues, including missed alerts and false positives. Document findings in a way that product and engineering can act on.
- Close the loop with product & development teams: Build and deliver monthly reporting to the product team: ticket themes, recurring pain points, alert quality trends, feature gaps, and documentation gaps. Turn anecdotes into evidence. When you raise something, bring the numbers. Advocate for the fixes that would take the most work off the queue. Escalate concerns for resolution and drive the feedback and outcome with customers.
Benefits
- Free access to a health benefits package, including dental, extended health, vision care, and a health spending account.
- Opportunity to participate in our employee stock option plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
