Senior Technical Support & Incident Lead

Very Good Security, Inc.; Canada; Hybrid; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Remote and hybrid opportunities

Flexible working hours

Weekly office lunches

Employee discount platform

Job summary

Very Good Security, Inc. is seeking a hands-on Senior Support professional in Canada to own incident communications, coordinate maintenance windows, and act as the primary on-shift decision-maker during PT business hours.

You’ll debug, triage, and communicate clearly with customers while guiding cross‑team projects and customer integrations to go‑live. You will write runbooks, deliver training, meet SLA targets, and participate in a weekend on-call rotation.

Qualifications

• 5+ years in Technical Support, Solutions Engineering, or related roles with senior/lead capacity.
• Experience owning customer-facing incident or maintenance communication.
• Strong ability to translate technical context for diverse stakeholders.
• Excellent written and verbal English; able to write customer-facing updates under time pressure.

Responsibilities

• Serve as senior decision-maker for the Support team during PT business hours.
• Own incident and maintenance communications, post updates, and coordinate notices.
• Set maintenance windows based on user traffic; inform internal teams and customers.
• Coordinate multi-team projects where Support is a stakeholder.
• Debug network issues using logs, DNS, TLS/SSL, and tracing requests across systems.
• Drive customer integrations from kickoff to go-live.
• Write internal runbooks and public documentation.
• Deliver customer training and ensure SLA/quality targets are met.
• Participate in weekend on-call rotation (every 3rd weekend, 8:00–20:00 PT).

Skills

Technical Support

Incident Management

Internal Communication

HTTP REST

On-call

Education

BA/BS degree

Tools

Postman

cURL

Job description

Very Good Security, Inc. is seeking a hands-on Senior Support professional in Canada to own incident communications, coordinate maintenance windows, and act as the primary on-shift decision-maker during PT business hours.

You’ll debug, triage, and communicate clearly with customers while guiding cross‑team projects and customer integrations to go‑live. You will write runbooks, deliver training, meet SLA targets, and participate in a weekend on-call rotation.