Technical Support Team Lead – Canada

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

Job summary

Join a leading cloud-based security provider in Montreal as a Technical Support Team Lead. You will oversee a skilled team in a fast-paced global operation, ensuring top-notch customer service while developing team members. This full-time role offers opportunities for professional growth in a supportive environment that values innovation and customer orientation.

Benefits

Flexible working hours

Home-office options

Professional development opportunities

Health insurance

Wellness allowances

Global exchange programs

Team events

Qualifications

• At least 2 years in support team leadership.
• Strong troubleshooting skills and rational problem-solving approach.
• Excellent communication skills in French and English.

Responsibilities

• Manage the Technical Support team in Canada.
• Ensure excellent levels of customer service throughout the team.
• Supervise operations and monitor team KPIs.

Skills

Technical Troubleshooting

Customer Service

Linux/Unix

Scripting (Bash, Python)

TCP/IP Networking

Team Management

Communication

Education

Technical Degree (BAC/DEC) or equivalent experience

Job description

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

1. You manage the Technical Support team in Canada, forming part of a global 24/7 operation.
2. You ensure availability and excellent levels of customer service throughout the team.
3. You supervise the day-to-day operations and monitor team KPIs.
4. You invest in the individual development of team members, identifying career paths and training needs.
5. You oversee high-priority tickets and incidents, stepping in proactively and coordinating with the right stakeholders.
6. You liaise regularly with other departments (Software Development, Account Management, Pre-sales, R&D) to ensure timely issue resolution.

Your Profile

1. You hold a technical Degree (BAC/DEC) in a relevant discipline or equivalent experience, including at least 2 years in support team leadership.
2. You are familiar with SMTP, email systems (e.g., Exchange, Exim, Postfix), Linux/Unix, and scripting languages like Bash or Python.
3. You have a general understanding of TCP/IP networking.
4. You can prioritize and manage team workload effectively.
5. You possess strong troubleshooting skills and a rational problem-solving approach.
6. You work well under pressure and are committed to delivering results.
7. You are proactive, a team player, and foster a positive, motivated environment.
8. You have excellent communication skills in both French and English, written and verbal.
9. You are highly motivated, organized, and customer-oriented.
10. You value innovation and independent action within a fast-growing international company.
11. Additional benefits include flexible working hours, home-office options, professional development opportunities, health insurance, wellness allowances, global exchange programs, team events, and more.

Your application

Please provide your name, email, phone number, salary expectations, and availability. Attach your application documents and optionally include your LinkedIn profile and message to us. Consent to data processing is required to proceed.

About Hornetsecurity

Hornetsecurity is a leading provider of cloud-based security, compliance, backup, and awareness solutions, serving over 125,000 customers worldwide through a network of over 12,000 partners. Our flagship product, 365 Total Protection, offers comprehensive security for Microsoft 365. We are committed to building a safer digital future through innovation and cybersecurity excellence.