Technical Customer Support Manager

Suger.io • Vancouver, BC

7d • Hybrid

About The Position

As a Customer Support Manager, you are the bridge between our customers and our product and engineering teams. When customers run into issues, you're the first person they hear from - and the person who makes sure their problems get resolved. This role is distinct from our Customer Success Manager role. The Customer Success guides customers on how to use Suger's features to get the best outcomes. The Customer Support Manager owns the reactive side: receiving issues, understanding them clearly, escalating with the right context, and closing the loop with the customer. Most of your day will be spent communicating - with customers, with software engineers, and with the product team. You don't need to write code, but you do need to understand technical products well enough to ask the right questions and translate customer pain into something engineers can act on. We work in a hybrid model with 4 days per week in our Downtown Vancouver office.

Requirements

• 3+ years of experience in technical customer support, customer-facing operations, or similar customer-facing role
• Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
• Stays calm under pressure and knows how to de-escalate without losing momentum
• Highly organized - comfortable managing multiple open issues simultaneously without losing context
• Comfortable in a fast-moving startup environment where processes are still being built

Nice To Haves

• Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more
• Familiarity with cloud marketplaces (AWS, Azure, GCP) or B2B SaaS billing and RevOps workflows
• Startup experience - comfort with ambiguity and a build-as-you-go mindset

Responsibilities

• Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
• Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
• Write clear, structured bug reports and feature requests for the Engineering and Product teams
• Communicate status updates and resolutions back to customers in a timely, professional manner
• Identify patterns in recurring issues and surface them proactively to the product team
• Maintain and improve support documentation, FAQs, and internal runbooks
• Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
• Track all open issues and ensure nothing falls through the cracks

Benefits

• Competitive compensation and equity plan.
• Full healthcare benefits - extended health care, dental, vision, and life insurance.
• Monthly office stipends for lunch and commute-related benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed