PRODUCT SUPPORT TEAM LEAD

Svitla Systems, Inc.; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading company in Vancouver is seeking a Product Support Team Lead to manage a team of product support engineers. This role involves enhancing client solutions and ensuring effective communication with users. The ideal candidate will have a strong background in customer support, excellent communication skills, and a passion for problem-solving. This position offers competitive salary, remote work options, and various benefits including medical and wellness programs.

Benefits

Medical, dental, and wellness benefits

Reimbursements for sports and health activities

Bonuses for recommendations and activities

Support for conferences and courses

Team events and webinars

Qualifications

• 4+ years in customer success/support, preferably in SaaS.
• 1-2 years in a lead role managing a support team.
• Excellent English communication skills.

Responsibilities

• Lead a team of 3 product support engineers.
• Improve documentation and processes for scaling.
• Support onboarding and platform adoption.

Skills

Customer Success

Communication

Problem Solving

Time Management

Adaptability

Tools

HTML

Markdown

API

JSON

Job description

Svitla Systems Inc. is looking for a Product Support Team Lead for a full-time position (40 hours per week) in Ukraine.

We are seeking a Product Support Team Lead to elevate our client’s solution and manage a team of 3 L1 product support engineers.

Our client is a technology company providing Managed Service Providers (MSPs) with tools that automate asset lifecycle management, backup monitoring, business intelligence, security, compliance, quoting, and contract management.

Serving over 12,000 partners across 80+ countries, it offers real-time asset data, insightful reports, a revenue dashboard, warranty services, and standardized asset management, helping customers maximize productivity. Founded in 2015 and based in Vancouver, BC.

Our client values a collaborative, family-like team environment that fosters strong interpersonal connections, high engagement, and a supportive culture.

Rotating Shifts (Including Night Shifts)

• All team members will participate in rotating night shifts.
• Shifts cover 2 AM – 2 PM (winter) / 3 AM – 3 PM (summer) Ukraine time.
• Morning shifts start at 6-7 AM Ukraine time.

*Note – Schedule and rotation frequency will be discussed later.

Requirements

• 4+ years in customer success/support, preferably in SaaS.
• 1-2 years in a lead role managing a support team.
• Excellent English communication skills.
• Empathy and quick issue grasping abilities.
• Understanding of IT concepts.
• Enjoy discussing technical topics and explaining complex issues simply.
• Basic knowledge of HTML and Markdown.
• Understanding API fundamentals and JSON.
• Knowledge of email deliverability.
• Problem-solving enthusiasm and adaptability.
• Willingness to learn and research new topics.
• Creative, collaborative, optimistic, curious, and clever.
• Ability to iterate and improve continuously.
• General software development knowledge.
• Excellent time management and attention to detail.
• Proven multitasking and organizational skills in time-critical situations.

Nice to Have

• Experience in MSP or related IT industries.
• Ability to support multiple technical products.
• Knowledge of Regular Expressions.

Responsibilities

• Lead a team of 3 product support engineers.
• Interact with users via email and phone.
• Improve documentation and processes for scaling.
• Gain insights into IT professional operations.
• Collaborate with Partner Development and product teams.
• Support onboarding and platform adoption.
• Create technical tutorials, articles, and demos.
• Document features and best practices.
• Develop and implement new content delivery methods.

We Offer

• Projects in US and EU using advanced tech.
• Competitive salary based on skills and experience.
• Remote or office work options.
• Medical, dental, and wellness benefits.
• Reimbursements for sports and health activities.
• Bonuses for recommendations, articles, talks, and activities.
• Support for conferences, courses, and language classes.
• Team events, webinars, meetups, and gifts.

About Svitla

Svitla Systems is a global digital solutions provider with offices worldwide, known for its flexible remote culture and focus on growth and trust.

Since 2003, we’ve worked with startups and large corporations, building lasting partnerships through seamless integration.

Our mission is to contribute to the well-being of our partners, team, and community, making a positive global impact. Join us!

If interested, please send your CV. We look forward to welcoming you to our team :)

Briefly tell us about your project, and we’ll contact you within a day.

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