L3 support engineer resolving complex enterprise networking and AV issues for NETGEAR customers. Escalating incidents, validating fixes, and supporting NETGEAR connectivity products remotely.
About the role
- Technical Support Manager leading a team to enhance customer experience at commonsku. Overseeing L3 support, improving SLAs, and collaborating with Engineering and Product teams.
Responsibilities
- Lead, coach, and grow a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful development.
- Manage the L3 support function, and directly support with technical escalations & tickets
- Balance leadership and execution — acting as both manager and technical contributor when needed.
- Own and improve SLAs, escalation paths, and support processes to ensure fast, consistent, high-quality issue resolution.
- Act as the primary point of contact for technical escalations, triaging, debugging, and ensuring rapid customer communication.
- Collaborate cross-functionally with Engineering, Product, and Customer Success to solve root causes — not just symptoms.
- Refine documentation and knowledge bases, ensuring both internal teams and customers have access to clear, helpful resources.
- Implement quality and feedback programs to monitor ticket handling, consistency, and improvement opportunities.
- Leverage AI and automation to streamline workflows and enhance customer experience.
- Report on trends and performance, identifying opportunities for process improvement, cost efficiency, and customer satisfaction
Requirements
- 2+ years of experience managing a technical or customer support team in a SaaS environment.
- 7+ years of software development or technical troubleshooting experience, ideally within SaaS or B2B platforms
- Proven ability to lead and coach both technical and customer-facing roles with empathy and accountability.
- Experience implementing support operations, including QA programs, documentation standards, and escalation workflows.
- Technical proficiency in: PHP, Python, JavaScript React and MySQL Web protocols (SSL, OAuth2, etc.) and Git version control
- Nice to Have: Django or Symfony (or similar MVC/MVT frameworks)
- Strong debugging and root-cause analysis skills for production-level issues.
- Excellent cross-functional communication — you can explain complex technical topics to both engineers and non-technical stakeholders.
- Detail-oriented with the ability to juggle multiple issues and priorities without letting anything slip.
- A great sense of humour (seriously — we like to laugh while we work).
Benefits
- Remote-first culture (with plenty of in-person experiences sprinkled in)
- Company-wide closure between December 25th and January 1st
- Health and dental benefits, including a $1,000 healthcare spending account
- RRSP/TFSA contributions up to $3,000 a year (no employee contribution required!)
- Twice-yearly company-wide summits (we call it HQ — and you’ll love it)
- A delightful team of smart people who are good at what they do
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