Product & Technical Support Lead

samsters; Toronto; Remote; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Employee stock options

Ownership of function

Job summary

samdesk is seeking a passionate Product & Technical Support Lead to build the support function from the ground up. You will implement a ticket taxonomy, triage process, and a scalable help centre while staying close to product and alert quality.

You’ll own monthly reporting tying support signals to product priorities and drive a global support program from Canada. The role is remote for candidates in Canada, aligned to Eastern Time to support global operations.

Qualifications

• 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: help centre, ticket taxonomy, macro library, or escalation process.
• Strong technical troubleshooting instincts and ability to read logs or dashboards.
• Excellent written communication: clear, warm, concise under pressure.
• Comfort with ambiguity and a bias toward building structure where none exists.
• Experience with support and analytics tooling (HubSpot, Intercom, Mixpanel).
• Located in Canada.

Responsibilities

• Own the front line for inbound customer questions, issues, and requests across our customer base.
• Triage incoming tickets, resolve what you can, and elevate what you can’t with enough context.
• Set and meet response and resolution targets, and be honest with customers about timelines.
• Design and implement a ticket classification and severity taxonomy.
• 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, onboarding material.
• Establish the support tooling and workflows, and improve them as volume grows.
• Design a scalable, low‑touch approach to account management for basic tier customers.
• Monitor engagement and health signals across this segment and flag risk or expansion opportunities.
• Run proactive reviews of platform alerts, investigate missed alerts and false positives.
• Document findings for product and engineering, and deliver monthly reporting to the product team.
• Escalate concerns for resolution and drive the feedback and outcome with customers.

Skills

Technical troubleshooting

Written communication

Ambiguity tolerance

Support analytics tooling

SaaS experience

Tools

HubSpot

Intercom

Mixpanel

Job description

Product & Technical Support Lead

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.

Who We Are

Samdesk is a global disruption monitoring tool that delivers real‑time crisis alerts powered by AI. We make sense of the world’s most valuable real‑time data sources with the purpose to create a safer world. our mission is to help our users act faster, with more confidence, at a time when action can make the biggest difference. samdesk is backed by leading global investors and is headquartered in Edmonton, Alberta, with team members in multiple regions including North America, Europe, and Asia Pacific.

We are a growing team of dreamers and builders, supporting large global customers around the world. Check us out! www.samdesk.io

The Highlights (Who You Are)

You’ve worked support in a SaaS company and you were the person who got frustrated that nobody was fixing the root cause. You started tagging tickets properly on your own initiative. You wrote the help article because you were tired of answering the same question. You noticed patterns in the queue that nobody upstream had spotted. That instinct is the job here. You’re comfortable being the only person doing this at first, and you’re organized enough that being the only person doesn’t mean things get dropped. You can hold a queue and build a system in the same week without letting either slide. You write clearly. Support writing is a specific skill: plain, warm, unambiguous, and short. You can explain a technical limitation to a frustrated customer without hiding behind jargon or over‑apologizing. You also care about the substance of what our customers do. Our users are monitoring security incidents, wildfires, and disruptions that affect real people. A support ticket about a missed alert is not a routine ticket, and you’ll treat it accordingly.

What You’ll Do

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 elevate 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.

Lastly, but importantly, you want to make a meaningful contribution to a world‑changing product and be a key member of a team you enjoy working hard with.

We’re Looking for Someone With

Required

• 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 elevate.
• 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 have

• 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.

What Are the Perks? What’s In It For You?

• Work at the intersection of AI, public safety, and enterprise technology, with a committed and passionate team of innovators at a fast growing startup.
• Genuine ownership. You are building this function, not inheriting someone else’s version of it, and there is a clear path to leading a team as it grows.
• Competitive compensation and 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.
• A seat on the rocket ship buckle up!

Reports to: VP, Customer Success

Compensation: Base salary of $75-$85k CAD plus a performance‑based variable structure based on deliverables. Total compensation is designed to reward both individual impact and team success, with additional opportunities for growth over time.

Diversity and Inclusion

Samdesk is an equal opportunity employer committed to creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.