Senior Manager of Technical Support Management

About RootlyAt Rootly, we are dedicated to being the premier solution for organizations facing challenges, enabling every entity to enhance its reliability. Our industry-leading incident management platform empowers companies globally to swiftly resolve incidents with consistency. We are not just transforming an industry; we are establishing a whole new multi-billion dollar segment, and we need exceptional talent to help us reach this ambitious goal.Our customers love Rootly. Leading companies like NVIDIA, Figma, Canva, Tripadvisor, Squarespace, and others rely on us for their critical incident management processes. They appreciate our user-friendly enterprise-ready platform and unique partnership model. Discover why our clients have rated us 5 stars on G2.Our investors also believe in Rootly. We are supported by some of the most prestigious funds worldwide, including Y Combinator, and by operators such as the CTO of Dropbox and GitHub. We are committed to transparency, conducting monthly financial reviews as a team to ensure everyone is informed about the business's health, and we regularly update our community through our weekly changelog.About the RoleRootly is changing the landscape of how organizations manage incidents and emergencies, equipping businesses to respond efficiently to critical situations and safeguard their employees and customers. We are seeking a Technical Support Engineer to join our dynamic team.If you thrive on solving complex problems and are eager to employ your investigative and troubleshooting skills in a fast-paced environment, this is an excellent opportunity for you. This role also offers a chance to help establish the foundations of our Support team at Rootly. The position follows a hybrid work model, requiring in-office presence three days a week.Handle incoming customer requests and inquiries, including analyzing, prioritizing, and troubleshooting technical questions.Take ownership of customer-reported issues and drive them through to resolution.Provide timely and accurate feedback to customers.Escalate complex technical challenges to the relevant teams while ensuring clear and prompt communication with clients.Deliver exceptional technical support to our B2B clients through various channels.

Semperis seeks a Product Support Engineer to join the Technical Delivery team in Toronto. This hybrid role requires working onsite 2-3 days per week and centers on supporting Semperis security and identity products. The company has received recognition from Inc. 5000 and DUNS 100 for growth and workplace culture. Location and Hybrid Work Toronto, Canada (primary focus) Phoenix, AZ Hoboken, NJ Dallas, TX Ottawa, Canada This position follows a hybrid schedule: expect to be in the local office 2-3 days each week. What You Will Do Troubleshoot and resolve technical and operational issues to help maintain strong customer satisfaction. Develop in-depth knowledge of one or two assigned Semperis products. Monitor and manage the Support Queue, meeting all service level agreements. Apply expertise in Active Directory Management, such as user and group management, schema, LDAP, Group Policies, SysVol, and Enterprise Administration. Work with cloud platforms like Azure, AWS, or Google Cloud. Document support cases using a CRM system such as Salesforce. Create and update Knowledge Base articles for both internal teams and customers. Analyze issues by gathering data and drawing clear conclusions. Proactively identify and resolve concerns for customers and internal stakeholders. Develop solutions and handle conflicts with professionalism. Impact Customer support insights will directly influence product development by providing feedback to management, Product, and R&D teams.

Join our dynamic Technical Support Team as a Technical Support Analyst, where you will provide exceptional technical support before and after client implementations. The ideal candidate will be responsible for deploying and updating client builds as needed while conducting remote software installations. Proficiency in English and French is a plus.To excel in this role, you will need to understand all ASL HR applications thoroughly, enabling you to investigate and diagnose client-reported issues accurately. You will reproduce issues, collaborate with the development team to identify solutions, test those solutions, and deploy them to clients. Evaluating and testing all software applications is a vital part of your responsibilities. You will also ensure that all escalated client concerns are addressed promptly, acting as a liaison between clients, technical teams, and management. Occasionally, you will prepare client communications with support from the Implementation Lead.Strong management and organizational skills are essential, as you will be responsible for managing the internal bug tracking system and meeting deadlines independently and collaboratively.You will utilize JitBit Help Desk tools to research similar past issues to provide effective resolutions. Effective communication with both internal and external clients at all levels is crucial, with English and French skills being advantageous.We are looking for innovative thinkers who can bring new ideas and suggestions for future development that will benefit our clients. If you are a team player with a passion for learning and problem-solving, and you want to impact technology positively in the lives of individuals, we encourage you to apply!We offer a flexible work schedule, opportunities for continuous learning, and a professional work environment. Our office is conveniently located on a TTC route, eliminating the need for a personal vehicle.

Join our dynamic team at Homebase as a UX Engineer. In this role, you will play a pivotal part in designing and enhancing user experiences across our platforms. We are looking for a talented individual who is passionate about user-centered design and technology. Your expertise will help us create seamless and engaging interactions for our users.This is a hybrid position, allowing you to work both remotely and in our Toronto office. We value collaboration and innovation, and you will have the opportunity to contribute to exciting projects that make a difference.

Join our dynamic team as an IT Support Engineer at Stripe, where you will play a crucial role in ensuring our systems run smoothly and efficiently. You will be responsible for providing top-notch technical support to our teams, troubleshooting issues, and implementing solutions that enhance our operational capabilities.

About the Role:We are seeking a dynamic Technical Support Analyst to join our team at ION, specializing in providing first and second-level support for Fidessa applications. In this fast-paced and innovative environment, you will engage in hands-on technical support within a production setting, utilizing your in-depth technical expertise and creative problem-solving skills to address complex issues. Ideal candidates will exhibit a strong technical foundation and a keen interest in the financial sector, particularly in equities and futures & options asset classes. This position is an excellent fit for recent graduates or individuals with up to three years of relevant experience. We pride ourselves on fostering internal growth, and this role offers a clear career trajectory for those interested in technology, financial products, trading, client support, product management, or technical account management.Fidessa, a proud member of the ION Group, delivers cutting-edge trading, investment, and information solutions to the global financial community. In a world where new technologies, regulations, and challenges emerge rapidly, our ability to identify trends and adapt swiftly transforms change into opportunity. This is why 85% of the world’s leading financial institutions rely on Fidessa for their multi-asset trading and investment infrastructure, market data, analysis, and decision-making technology. With $10 trillion in transactions facilitated through our global network each year, we offer unparalleled access to the largest and most influential trading community, including global institutions, investment banks, boutique brokers, and niche hedge funds.The Americas Technical Support team plays a pivotal role in providing technical application support to our equities and derivatives clients and is integral to ION Markets' global support team. Our responsibilities include technical investigations, customer updates, and reporting software defects to development teams. Additionally, we lead service restoration during software or hardware failures, engage in capacity planning, and conduct Business Continuity testing for our hosted environment. Our fast-paced team stays ahead of regulatory changes and technological advancements.

Join ServiceNow as a Technical Support Management Manager, where you will lead a team dedicated to delivering exceptional customer support services. This role requires a strategic thinker who can enhance operational effectiveness while ensuring customer satisfaction. You will oversee the training and development of support staff, manage performance metrics, and implement best practices to improve service delivery. Your leadership will be crucial in fostering a culture of collaboration and excellence within the team.

Senior Technical Support SpecialistLocation: Toronto, Ontario, Canada About Extreme Reach Extreme Reach helps brands and agencies bring creative visions to life and deliver them across every platform. The company’s technology and services support marketing and entertainment teams worldwide. Here, new ideas are encouraged and collaboration is part of daily work. Employees are trusted to challenge assumptions, experiment, and help shape the future of creative operations. Role Overview The Senior Technical Support Specialist takes on complex technical challenges and acts as a key escalation point for the support team. This role bridges support, engineering, and automation, focusing on both troubleshooting and process improvement. Responsibilities go beyond traditional support: this specialist actively contributes to automation, tooling, and the use of AI-assisted troubleshooting. The position requires deep technical knowledge, strong communication, and the ability to work independently in high-pressure situations. What You Will Do Advanced Technical Support & Escalation Act as a senior escalation point for complicated Level 2 and Level 3 issues involving platform, workflow, and integrations. Diagnose problems across distributed systems, APIs, cloud infrastructure, and internal platforms (such as XR Adstream/XR ExtremeReach, AppCentral, Phoenix, and Prodigy). Perform detailed log analysis, API inspection, and backend validation to identify root causes. Manage complex support tickets through resolution, meeting SLA requirements. Work closely with Engineering, DevOps, and Product teams during incidents and problem-solving efforts. Automation, Tooling & AI Enablement Spot repetitive or manual support tasks and develop automation to improve efficiency and reliability. Build and maintain scripts, utilities, or lightweight tools using technologies like JavaScript, Bash, or SQL. Use AI-assisted tools (including LLM-based copilots, automation frameworks, or coding tools such as Cursor) to: Accelerate troubleshooting and diagnostics Improve script and automation development Support ongoing technical operations

Since its inception, Fivetran has been dedicated to simplifying and ensuring reliable access to data, akin to how we use electricity. Our innovative technology allows customer data to seamlessly arrive in their data warehouses, fully structured and ready for query, with no engineering or maintenance needed. We take pride in empowering organizations to harness the full potential of their data every day.About the RoleFivetran is at the forefront of building data pipelines that fuel the modern data ecosystem for countless companies. Our Customer Support team collaborates with client teams globally to provide unparalleled support that combines profound technical knowledge with a strong customer-centric approach.We are seeking a Customer Support Engineer who possesses exceptional technical troubleshooting abilities, effective communication skills, and an unwavering commitment to delivering top-notch results for our customers. In this capacity, you will engage with both new and existing clients in a highly technical role, tackling complex issues, managing escalations with professionalism, and closely collaborating with engineering and product teams to resolve issues and prevent future occurrences. By adopting a collaborative and comprehensive approach, you will serve as the technical advocate for our customers within Fivetran, championing their needs while enhancing product quality and operational excellence.This full-time position is based in our Toronto office, featuring a hybrid work model that allows for a blend of remote flexibility and in-person collaboration, with two days in the office each week.

Greetings, Future Homie!Join us at Homebase, where we are passionate about empowering small businesses to flourish. Our dynamic team is driven by empathy, urgency, and a bold approach that leads to meaningful outcomes. At Homebase, every team member contributes to elevating our standards, supporting each other, and celebrating our collective successes.We are not merely developing an application; we are fostering unstoppable teams. Are you ready to join us?Your Impact Begins HereAs a Platform Engineer, you will play a key role in designing and implementing components for our data and ML platforms. Your contributions will empower data engineering, data science, and product teams to create features driven by data and machine learning, ensuring that our systems are scalable, reliable, and seamlessly integrated.Architect, develop, and enhance the ingestion processes for large volumes of both structured and unstructured data from a variety of sources.Facilitate data architecture transformation initiatives on Databricks, promoting scalable and efficient systems.Lead the design and implementation of platform components for training, deploying, and monitoring machine learning models in production environments.Provide insights into industry best practices, tools, and technologies in the field of machine learning engineering.Champion continuous enhancements of data and ML workflows through automation and innovative solutions.Own projects end-to-end, ensuring successful delivery from planning to execution.Collaborate with cross-functional teams to gather business requirements and develop effective technical solutions. Key to Your Success - These experiences and strengths will position you for success:Over 5 years of experience in software development, with a focus on data and machine learning.Proficient in SQL, Python, and Databricks.Experience with Airflow, Kafka, and Redshift.Strong skills in data modeling and database design.Expertise in building and deploying machine learning models, including language models.Experience in creating model serving pipelines for batch, streaming, and real-time inference.Demonstrated ability to work collaboratively in a fast-paced environment.

Hello, Future Homie!At Homebase, we are on a mission to empower small businesses to flourish. Our team is dynamic, innovative, and dedicated to making a meaningful impact. We prioritize empathy in our development process, act swiftly, and embrace bold initiatives that create substantial real-world results. Every member of our team is committed to elevating our standards, supporting one another, and celebrating our collective achievements.We’re not just developing an application; we’re cultivating unstoppable teams. So, what do you think? Are you ready to join us?Your Impact Begins HereWe are in search of a Staff Engineer (E5) to help shape the architectural future of Homebase’s Core Platform. This pivotal role will span our Identity & Notifications (IN) and Billing & Businesses (BB) teams—two essential domains that facilitate customer access, communication, and transactions within Homebase.As a senior technical leader, you will play a dual role as both a hands-on contributor and a mentor. Reporting directly to the Senior Manager of Core Platform, you will collaborate with engineering managers and individual contributors to design scalable services in line with our service-oriented architecture (SOA) and event-driven architecture (EDA) vision. Your leadership will guide engineers in adopting best practices while identifying opportunities to enhance reliability, performance, and developer velocity across our systems.This is a crucial position for a seasoned platform engineer who is passionate about enabling teams, refining architectures, and tackling complex system challenges that yield impactful results at scale.Act as the technical liaison between the Identity & Notifications and Billing & Businesses teams, ensuring architectural integrity and dependability.Lead the design and implementation of new patterns aligned with SOA and EDA.Mentor engineers from both teams, enhancing their design, debugging, and systems thinking capabilities.Collaborate with Engineering Managers and Product Managers to clarify technical requirements, define project scopes, and sequence foundational tasks.Identify system bottlenecks, advocate for architectural enhancements, and implement practical solutions.Steer the technical direction of high-impact projects, particularly those introducing SOA/EDA patterns into our legacy Rails systems.Promote an AI-first development approach: utilize AI tools to enhance code quality, design exploration, and delivery speed.

Join Homebase as a Staff Security Engineer specializing in Application Security in a hybrid work environment. In this pivotal role, you will be responsible for enhancing our security posture while ensuring that our applications remain safe and secure. You will collaborate with cross-functional teams to identify vulnerabilities, implement security controls, and promote best practices in application development.We seek a proactive individual who is passionate about cybersecurity and eager to contribute to building robust security solutions. You will play a key role in shaping the security framework of our applications.

Join System Canada Technologies as a Solutions Support Engineer and play a pivotal role in delivering exceptional support to our clients. This position is designed for individuals who excel at problem-solving and thrive in a dynamic environment. You will collaborate closely with our engineering and customer service teams to ensure seamless technical support and solutions implementation.

Position OverviewThe Engine Technical Advisor serves as the key point of contact for clients, addressing their requirements related to routine maintenance, minor unscheduled events, and AOG (Aircraft on Ground) situations. This role involves coordinating with the Product Line Specialist (PLS) to effectively manage customer events and provide the necessary support.

As a result of our continued expansion and internal advancements, we are excited to announce multiple openings for Senior Software Engineers across various domains within our organization. You will have the opportunity to work under the guidance of seasoned Engineering Managers who are committed to providing mentorship, fostering autonomy, promoting ownership, and investing in your professional development. If you are ready to elevate your career to the next level, we invite you to connect with us!This position is available in a hybrid format (2 days per week at our Toronto office) or fully remote for candidates located anywhere in Canada.

Samsara seeks a Business Operations Manager to join the Technical Support Operations team. This position is remote and based in Toronto. The focus is on refining business processes and advancing operational objectives within technical support. Key responsibilities Collaborate with teams throughout the company to enhance customer support initiatives Find and implement ways to streamline workflows and improve efficiency Apply data analysis to inform and support strategic decisions Impact This role plays a central part in shaping how Samsara delivers technical support by making processes more effective and efficient.

Role Overview enable is hiring a Senior IT Support Specialist in Toronto, ON. This role focuses on delivering technical support and keeping IT operations running smoothly. As a key team member, expect to handle troubleshooting, resolve a range of IT issues, and contribute to improvements across our technology infrastructure. What You Will Do Serve as the main contact for technical support requests Troubleshoot and resolve hardware, software, and network issues Work to maintain and enhance IT systems and processes Support users and help ensure minimal downtime What We Look For Strong technical background and hands-on IT support experience Solid problem-solving skills Commitment to high-quality user support Interest in improving technology infrastructure

Role Overview The Customer Support Specialist II at eScribe provides advanced technical support for clients across Canada. This position focuses on resolving complex, escalated issues that require a deeper understanding of the product and its technical environment. What You Will Do Troubleshoot and resolve intricate technical problems that have been escalated from first-line support. Work closely with teams across the company to identify solutions and ensure a smooth customer experience. Advocate for customer needs by sharing feedback and collaborating with Product and Engineering departments. This role is based in Canada and requires strong problem-solving skills, technical expertise, and a collaborative approach to customer support.

As a Technical Account Manager at AfterShip, you will play a pivotal role in fostering strong relationships with our clients while ensuring their technical needs are met efficiently. Your expertise will be crucial in guiding customers through product implementation, addressing technical inquiries, and providing tailored solutions to enhance their experience with our services. You will work closely with various teams to ensure seamless integration and customer satisfaction.