Technical Manager Customer Support

Myticas Consulting; Ottawa; On-site; CAD 80,000 - 100,000; Full time

Job summary

A technology consulting firm in Ontario is seeking a Technical Support Manager to lead a team of engineers responsible for providing exceptional customer support. This role requires 7+ years of experience in technical support, strong leadership skills, and a solid understanding of networking concepts. You will manage daily operations, drive team performance, and ensure customer satisfaction through effective problem resolution.

Qualifications

• 7+ years of experience in technical support or customer success roles.
• Experience managing escalations in a high-growth environment.
• Strong analytical and organizational skills.

Responsibilities

• Lead a team of Technical Support Engineers to enhance product knowledge.
• Manage daily support operations and ensure key performance indicators are met.
• Act as the primary contact for technical escalations and resolutions.

Skills

Team leadership

Analytical skills

Problem-solving

Communication skills

Technical troubleshooting

Education

Bachelor’s degree in Computer Science or related

Job description

Our client is seeking a highly motivated and experienced Technical Support Manager to lead a team
of talented Technical Support Engineers responsible for providing world-class customer support.

This individual will be accountable for managing daily support operations, coaching and
mentoring team members, driving operational excellence, and building a customer-first culture
that ensures exceptional satisfaction, retention, and long-term success. The ideal candidate will
bring a deep understanding of technical support operations, a background in networking or SaaS
platforms, and a passion for solving customer problems with empathy and urgency.
Core Responsibilities
• Lead and inspire a team of Technical Support Engineers to drive product knowledge, support
excellence, and professional development.
• Manage the day-to-day operations of the support organization, ensuring key performance
indicators such as customer satisfaction, response times, and ticket resolution rates are
consistently met or exceeded.
• Act as the primary point of contact for customer technical escalations, ensuring timely and
effective resolution of complex or high-priority issues.
• Analyze team metrics, SLAs, and customer support trends to implement scalable strategies that
improve response quality and operational efficiency.
• Proactively research and adopt new support tools and technologies that enhance team productivity
and service quality.
• Support career growth and retention through coaching, mentoring, and continuous learning
opportunities.
• Promote and enforce best practices, process improvements, and documentation standards
across the team.
• Collaborate cross-functionally with Product, Engineering, and Customer Success to escalate
systemic issues and prioritize long-term fixes.
• Lead customer-facing support reviews and QBRs, ensuring open communication around issue
trends, resolution plans, and areas of improvement.
• Translate technical feedback and customer pain points into actionable product or
documentation enhancements.
Required Qualifications and Skills
• 7+ years of relevant experience in technical support or customer success roles, including
experience managing escalations.
• Demonstrated success leading support teams in fast-paced, high-growth environments.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal abilities, with the capacity to engage both technical
and non-technical audiences.
• Solid understanding of networking concepts and tools used in network troubleshooting.
• Bachelor’s degree in Computer Science or a related technical discipline (or equivalent
experience).
• Ability to manage multiple priorities and deadlines in a high-pressure environment.
• Proven track record of proactively identifying risks and implementing mitigation strategies.