Technical Support Team Lead

Hornetsecurity; Montreal; On-site; CAD 70,000 - 100,000; Full time

Job summary

Join a leading company in Montreal as a Technical Support Team Lead, where you will manage a skilled team within a global 24/7 operation. This full-time position involves ensuring outstanding customer service, supervising day-to-day operations, and mentoring team members while driving their career development. With opportunities for professional growth and flexible working arrangements, this role is designed for motivated individuals with a technical background and a passion for leadership.

Benefits

Home-Office Option

Flexible Working Hours

Personal Development Opportunities

Collective Insurance Plan

Be-Active Bonus

Employee Exchange Program

Qualifications

• 2+ years of experience in leading a support team.
• Familiar with email systems and scripting.
• Ability to manage team workload and solve problems.

Responsibilities

• Manage the Technical Support team in Canada.
• Ensure excellent customer service and supervise operations.
• Oversee high temperature tickets and incidents.

Skills

Customer Service

Technical Understanding

Leadership

Problem Solving

Communication

English

French

Education

Technical Degree (BAC/DEC)

Tools

Linux/Unix

SMTP

Bash

Python

Job description

Direct message the job poster from Hornetsecurity

Join us in Montréal as a Technical Support Team Lead (m/f/d) and take charge of a skilled team within a fast-paced global 24/7 operation. If you’re passionate about delivering top-notch customer service, driving team success, and solving technical challenges, this full-time role is made for you. Step up, lead with impact, and grow your career with us!

Your Job

• You manage the Technical Support team in Canada, forming part of a global 24/7 operation.
• You ensure availability and excellent levels of customer service throughout the team.
• You supervise the day-to-day operations and keep a close look at team KPIs.
• You invest into the individual development of the Technical Support team members, identifying career paths for key players and the need for further training where necessary.
• You oversee high temperature tickets and incidents and pro-actively step in when necessary, involving the right audience while maintaining close contact with high level partners.
• You are in regular liaison with other areas of the business (Software Development, Account Management, Pre-sales and R&D) to ensure that issues are dealt with in a timely fashion.

Your Profile

• You have a technical Degree (BAC/DEC) in a technology discipline and/or an equivalent combination of education and more than 2 years of experience in leading a support team in a multi-site organization.
• You are familiar with SMTP, email systems (e.g. Exchange, Exim, Postfix), Linux/Unix and Scripting (e.g. Bash, Python).
• You have a general understanding of the TCP/IP stack.
• You can manage the workload of a team based on priority.
• You have solid trouble shooting skills and a rational approach to problem solving, especially in unknown situations.
• You have the ability to work under pressure and you are committed to delivering results that will benefit customer support recognition.
• You are able to take initiative while also being an excellent team player.
• As the ideal candidate you will gain strong leadership in the department by adding a positive attitude and creating a motivated atmosphere.
• You have excellent communication skills.
• You are fluent in French and English, both written and verbal. Any other language is a plus.
• You are highly motivated, customer oriented and an organized people manager.
• Free space for innovation and independent action in a fast-growing international company.
• Personal and professional development opportunities.
• Short decision paths and flat hierarchies in an open work atmosphere.
• Home-Office Option and flexible working hours.
• Additional Sick Leave & Public Holidays.
• Collective Insurance Plan.
• Way to Work Goodie.
• Be-Active Bonus – we’ll keep you healthy with an allowance to your membership in fitness and sports clubs.
• Temporary Employee Exchange Program – we provide the ability for you to work at our global office locations and explore the world (e.g. Malta, Madrid, Berlin, Washington D.C.).
• Team events and regular global update meetings.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Management

• Industries

  Software Development and Computer and Network Security

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