Technical Support Lead
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Lead technical support for a new SaaS product at Canals, enhancing global supply chain efficiency with AI while managing a small team.
Responsibilities:
- Build and lead the technical support function for a new product line — from first customers to scale.
- Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness.
- Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products.
- Establish and refine SLAs, escalation paths, and operational workflows that scale with growth.
- Monitor and report on key support KPIs, maintaining our 1-minute first response time.
- Document internal processes, build knowledge bases, and streamline communication between teams.
- Serve as the escalation point for technically advanced or high-priority issues.
Requirements:
- Typically, 4+ years of experience in technical support or support engineering for SaaS products.
- Hands-on familiarity with multi-product environments — web and mobile platforms, APIs, and integrations.
- Strong understanding of APIs, SQL, and modern web application troubleshooting.
- Prior experience mentoring or leading a support or solutions team.
- Excellent written and verbal communication skills — able to explain complex topics to non-technical users.
- Proven ability to build and optimize support processes, SLAs, and escalation workflows.
- Highly organized, proactive, and comfortable operating in a fast-moving, early-stage environment.
Benefits:
- We're profitable: stability without the chaos of venture pivots.
- Real-world impact: your work improves global supply chains, saving customers time and reducing waste.
- Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.
- Culture of ownership: moving fast while putting quality first
- Remote-first, flexible work environment across North and South America.
- Stellar product-market fit with tons of customer love
- All star team with diverse backgrounds to collaborate with and learn from
Similar Jobs
Support Technician – Outage Management System
OMS Support Technician providing technical support services to Milsoft customers in a 24/7 support environment. Involves installation, troubleshooting, and maintenance of OMS products.
Technical Support Application Analyst – 24/7
Technical Support Application Analyst providing 24/7 support for company products. Diagnosing, troubleshooting, and resolving software and network issues for customers.
Technical Analyst, HR – Fixed Term Contract
Technical Analyst managing HR technology solutions and optimizing service delivery for efficient operations. Collaborating with IT and stakeholders to improve HR systems and processes.
Hadoop Product Support Engineer
Product Support Engineer at Acceldata responsible for enhancing Hadoop and Spark applications. Collaborating with teams to ensure high performance and reliability in data processing systems.
Product Support Engineer
Support Engineer providing exceptional customer service by diagnosing and resolving technical issues. Collaborating with Engineering and creating documentation for product improvements.
Genesys Cloud Support Engineer
Genesys Cloud Support Engineer providing technical support for TTEC Digital's Genesys platform. Collaborating with clients and teams to ensure exceptional customer experiences.
Support Engineer, SQL Experience
Support Engineer diagnosing SQL-related production issues for a healthcare technology platform. Collaborating with engineering teams to resolve user problems effectively.
Product Technical Support Manager
Product Technical Support Manager overseeing global HVACR technical support initiatives. Leading a team to enhance product reliability and customer satisfaction in HVACR systems.
Technical Support Specialist
Technical Support Specialist providing hands-on IT support for end users across diverse environments. Responsible for troubleshooting and administration of IT systems and user support.
Senior Technical Support Engineer
Technical Support Engineer resolving customer technical issues with the NetDocuments platform. Supporting clients via calls and support cases, ensuring timely resolutions.
Junior Support Analyst
Analista de Suporte Júnior coordinating internet setup and client engagements at Mamtech. Responsible for task validation, service order tracking, and system updates.
Manager, Technical Support – Content Management
Manager leading a team of technical support specialists for content management systems. Overseeing operations, performance, and customer interactions in a remote capacity.
Software Support Engineer
Software Support Engineer bridging senior customer support and engineering teams at ICANotes. Focus on troubleshooting web based software and contributing to bug fixes in behavioral health EHR.
Technical Support Specialist
Technical Support Provider assisting clients with electronic billing software needs. Supporting eligibility verification and patient liability estimator service lines remotely.
Junior Applications Support Engineer
Jr. Applications Support Engineer at GDIT providing operational support for SaaS and on-prem business applications. Collaborating with teams to ensure system performance and user satisfaction.
Business Support Analyst – Talent, Performance & Learning
Business Support Analyst focusing on Talent Management and Learning solutions. Part of the Global HRIS team optimizing Workday Learning and managing talent analytics dashboards.
Technical Support Engineer II – Scores Software Team
Technical Support Engineer working on AWS Cloud environments, troubleshooting analytics software for global clients. Join FICO to enhance decision-making through analytics.
Presales Support Engineer
Presales Support Engineer creating demos and helping clients with their LMS needs. Collaborating with Sales Executives to ensure exceptional client journeys in a remote-first environment.
Support Engineer
Support Engineer at Default providing high-quality technical support across email and Slack. Investigating and troubleshooting issues, collaborating with Engineering and Product teams.
Technical Support Specialist
Technical Support Specialist at Ship.Cars providing support via phone, email, and chat for a logistics platform. Troubleshooting and assisting business clients with technical issues.