Tech Support Manager: Player-Coach & Frontline SME (Hybrid)

Sentry.io; Toronto; Hybrid; CAD 165,000; Full time

Job summary

A leading software monitoring company in Toronto seeks a Technical Support Manager to drive the success of the team and solve complex technical issues. The ideal candidate should have 8+ years in technical support, proficiency in debugging, and experience with team leadership. This position fosters a hybrid work environment and emphasizes hands-on participation in technical challenges. Strong knowledge of Python and JavaScript is essential for engaging as the technical subject matter expert for the team.

Benefits

Employee benefit plans

Equity grants

Paid time off

Group health insurance coverage

Qualifications

• 8+ years of total experience in technical support or software engineering.
• 2+ years of people management or team lead experience.
• Deep technical proficiency; must read and debug code.

Responsibilities

• Lead a team of high-performing Support Engineers.
• Participate actively in support requests.
• Triage and report complex product bugs.

Skills

Technical SME

Team Leadership

Debugging

Technical Mentorship

Community Engagement

Education

Experience in technical support, software engineering, or sales engineering

Tools

Zendesk

JIRA

Python

JavaScript

Job description

A leading software monitoring company in Toronto seeks a Technical Support Manager to drive the success of the team and solve complex technical issues. The ideal candidate should have 8+ years in technical support, proficiency in debugging, and experience with team leadership. This position fosters a hybrid work environment and emphasizes hands-on participation in technical challenges. Strong knowledge of Python and JavaScript is essential for engaging as the technical subject matter expert for the team.