Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- Customer Support Manager at Suger, serving as the primary contact for customer-reported issues. Collaboration with engineering and product teams to resolve technical challenges and improve documentation.
Responsibilities
- Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
- Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
- Write clear, structured bug reports and feature requests for the Engineering and Product teams
- Communicate status updates and resolutions back to customers in a timely, professional manner
- Identify patterns in recurring issues and surface them proactively to the product team
- Maintain and improve support documentation, FAQs, and internal runbooks
- Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
- Track all open issues and ensure nothing falls through the cracks
Requirements
- 3+ years of experience in technical customer support, customer-facing operations, or similar customer-facing role
- Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
- Stays calm under pressure and knows how to de-escalate without losing momentum
- Highly organized - comfortable managing multiple open issues simultaneously without losing context
- Comfortable in a fast-moving startup environment where processes are still being built.
- Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more.
- Familiarity with cloud marketplaces (AWS, Azure, GCP) or B2B SaaS billing and RevOps workflows.
- Startup experience - comfort with ambiguity and a build-as-you-go mindset.
Benefits
- Competitive compensation and equity plan.
- Full healthcare benefits - extended health care, dental, vision, and life insurance.
- Monthly office stipends for lunch and commute-related benefits.
- Fast-moving, flat org structure with real product-market fit and big ambitions where you’ll ship quickly and see direct customer impact.
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