Technical Support Manager

Flexera; Champlain; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading SaaS company is seeking a Team Leader for its Technical Support department in Champlain, Ontario. This position involves mentoring a team of engineers and solving complex issues for B2B customers in the cloud and FinOps sectors. Ideal candidates should have experience in technical support and team leadership, with strong communication skills. The role offers competitive salary and opportunities for career advancement in a supportive and inclusive environment.

Benefits

Career advancement opportunities

Ongoing training and development

Inclusive and diverse work environment

Qualifications

• At least 2 years of experience in Technical Support (2nd tier) or similar.
• 2-5 years of experience as a Team Leader, managing people and operations.
• Strong written, verbal, and interpersonal communication skills.

Responsibilities

• Lead, mentor, and develop a team of 4-10 technical support engineers.
• Oversee the resolution of complex technical issues for B2B customers.
• Monitor customer satisfaction and implement corrective actions.

Skills

Technical Support

Team Leadership

Communication Skills

Problem Solving

Cloud Technologies

Education

Bachelor's degree in a technical area

Tools

AWS

GCP

Azure

Kubernetes

Job description

Why consider this job opportunity

• Opportunity for career advancement and growth within a leading SaaS company
• Engage with a dynamic and supportive team at the forefront of FinOps and cloud technology
• Competitive salary and excellent employee retention rates
• Ongoing training and development opportunities to enhance technical and customer service skills
• Strong focus on customer satisfaction and support, leading to meaningful work
• Inclusive and diverse work environment that values equity and collaboration

What to Expect (Job Responsibilities)

• Lead, mentor, and develop a team of 4‑10 technical support engineers, fostering a collaborative work environment
• Oversee the resolution of complex technical issues for B2B customers in cloud infrastructure and FinOps
• Monitor customer satisfaction and implement corrective actions based on feedback
• Track and analyze support metrics to evaluate team performance and drive continuous improvement
• Collaborate with other departments to action customer feedback and contribute to service enhancements

What is Required (Qualifications)

• At least 2 years of experience in Technical Support (2nd tier) or similar, preferably in global B2B‑focused SaaS
• 2‑5 years of experience as a Team Leader, managing people and operations
• Strong written, verbal, and interpersonal communication skills for high‑stress situations
• Ability to learn new technologies and apply them in a customer‑facing environment
• Experience with at least one Cloud provider (AWS, GCP, Azure)

How to Stand Out (Preferred Qualifications)

• AWS Cloud Practitioner or Azure Fundamentals certifications
• Familiarity with container technologies (Kubernetes)
• Bachelor's degree in a technical area (Engineering, Computer Science, IT, etc.)

#SaaS #CloudTechnology #TechnicalSupport #TeamLeadership #CareerGrowth

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