Technical Support Operations Lead

Flexera; Canada; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading software solutions firm in Canada is seeking an experienced operations or technical support engineer. Your role will involve leading initiatives to improve processes and technology in support, analyzing performance metrics, and managing customer satisfaction feedback. Strong proficiency with Salesforce.com Service Cloud, and a Bachelor's degree in a related field is required. Join a dynamic team dedicated to continuous improvement and customer orientation, with opportunities for growth and flexibility in a global environment.

Qualifications

• Minimum of 5 years of experience in an operations role or technical support engineer role.
• Strong proficiency with Salesforce.com Service Cloud and familiarity with Atlassian Jira & Confluence.
• Excellent analytical, organizational, and communication skills.

Responsibilities

• Participate in and lead initiatives focused on improving people, processes, and technology within the support organization.
• Monitor and analyze support metrics to evaluate performance and implement strategies for continuous improvement.
• Manage the Customer Satisfaction (CSAT) survey process and leverage feedback for team enhancements.

Skills

Analytical skills

Communication skills

Organizational skills

Salesforce.com Service Cloud

Familiarity with Atlassian Jira

Experience with key business metrics

Education

Bachelor's degree in business management, computer science, information technology, or a related field

Tools

Salesforce.com

Atlassian Jira

Confluence

Power BI

Microsoft Excel

PowerPoint

SharePoint

Job description

Overview

Employer industry: Software Solutions and Technology Optimization

Why consider this job opportunity:

• Opportunity for career advancement and growth within a dynamic, innovative company
• Join a supportive team recognized as a leader in Hybrid IT Asset Management and FinOps
• Engage in exciting initiatives incorporating AI technologies into support processes
• Contribute to a customer‑focused environment with a strong emphasis on continuous improvement
• Work in a collaborative atmosphere with engagement levels above the top 10% industry benchmark
• Flexibility to work with a global team, occasionally attending meetings outside of standard hours

Job Responsibilities

• Participate in and lead initiatives focused on improving people, processes, and technology within the support organization
• Monitor and analyze support metrics to evaluate performance and implement strategies for continuous improvement
• Manage the Customer Satisfaction (CSAT) survey process and leverage feedback for team enhancements
• Collaborate with Support leadership on the evolution of Salesforce’s AI‑enabled Service Cloud
• Document and improve working methods to facilitate knowledge sharing and onboarding for new employees

Qualifications

• Minimum of 5 years of experience in an operations role or technical support engineer role
• Strong proficiency with Salesforce.com Service Cloud and familiarity with Atlassian Jira & Confluence
• Excellent analytical, organizational, and communication skills
• Experience measuring performance using key business metrics
• Bachelor's degree in business management, computer science, information technology, or a related field

Preferred Qualifications

• Familiarity with Gainsight, Power BI, Microsoft Excel, PowerPoint, and SharePoint
• Demonstrated track record of collaboration and teamwork within diverse groups
• Innovative mindset with a passion for process improvement and customer orientation
• Ability to adapt and respond positively to changing environments

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