Technical Support Lead
Remote, Canada
We’re partnered with a fast-growing Canadian SaaS company in the telecom space – to help them hire a Technical Support Lead who will own the technical side of customer support and bring structure to high-volume, data-heavy support environments. This team is building a modern operating system for Communications Service Providers, powering billing, operations, automation, and analytics in one platform.
In this role, you’ll become the technical escalation point within Support—handling complex issues related to SQL, analytics, and reporting, and reducing reliance on Product and Engineering for post–Go Live questions. You’ll raise the bar on support quality, consistency, and speed by owning processes, documentation, and technical resolution.
You’ll work closely with Customer Success, Product, Data, and Engineering to separate support from strategic account work, improve self-serve resources, and ensure customers get fast, accurate answers. If you enjoy solving tough technical problems and building scalable support systems, this role is built for you.
3+ years across technical support, data, BI, or customer-facing technical roles
Strong working knowledge of SQL, including writing and reviewing queries
Experience supporting analytics, reporting, or data-heavy customer use cases
Hands-on experience with BI tools (Snowflake, Power BI, Tableau, or similar)
Background in B2B SaaS or technical support environments
Highly organized, process-oriented, and ownership-driven
Excellent written communication skills
Comfortable partnering cross-functionally with Product, Data, and Engineering
Experience in startup or scale-up environments
Familiarity with support tools like Zendesk
Experience with embedded analytics or customer-facing reporting tools
Competitive compensation with transparent salary philosophy
Stock options
Flexible vacation
Fully remote work across Canada
Group benefits and wellness programs
Culture centered on clarity, ownership, and trust
$85,000–$105,000 base salary + equity + full benefits
January 14, 2026