Technical Support Lead

ABOUT

We’ve partnered with a YC-backed Series A vertical SaaS company building infrastructure software for telecom providers to hire a Technical Support Lead. More details below.

Technical Support Lead - Reports to Customer Leadership

Remote - Canada

This is a hands-on, highly technical support leadership role. You will own the technical escalation layer within Support - particularly around SQL, reporting, and analytics-heavy requests - while installing structure and process as the company scales.

This is not a call-center manager role. It is a technical operator role with direct impact on product quality, customer trust, and cross-functional efficiency.

What You’ll Own

-Act as the primary escalation point for complex, data-heavy support issues

-Support customers in writing, reviewing, and troubleshooting SQL queries

-Reduce reliance on Product & Engineering for post–go-live reporting requests

-Install quality standards across ticket responses, SLAs, and documentation

-Clarify and separate Support vs Customer Success motions

-Identify recurring patterns and feed insights back into Product and Data

-Build scalable processes as ticket volume and customer sophistication grow

Must-Have Profile

-Strong working knowledge of SQL - able to write and review queries confidently

-Experience supporting customers on analytics, reporting, or BI use cases

-Background in B2B SaaS technical support or data-adjacent roles

-Comfort working cross-functionally with Product, Data, and Engineering

-Highly structured, process-oriented, and strong written communicator

-Experience operating in fast-moving startup or scale-up environments

Compensation

Base salary $85,000-$105,000 CAD plus equity, 5 weeks of PTO, and full benefits.