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

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).

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