Support Delivery Lead

Accountabilities:

• • Build and lead a highly technical support engineering team: Recruit, develop, and empower exceptional technical troubleshooting specialists who serve as the final escalation point before core Engineering.
  • Set technical and operational direction: Establish the team’s strategy, operating model, priorities, and standards while empowering experienced individual contributors to take ownership.
  • Resolve complex customer issues: Partner with strategic enterprise customers, Engineering, Product, Sales, Technical Success, and other teams to diagnose and resolve high-difficulty technical problems.
  • Coordinate critical escalations: Engage senior internal and customer stakeholders, mobilize resources across multiple teams, and ensure complex issues are driven toward timely and effective resolution.
  • Scale global support operations: Build and manage processes that enable reliable 24x7 customer coverage, including weekends and holidays according to business requirements.
  • Turn support insights into organizational improvements: Identify recurring problems and transform lessons learned into scalable processes, tooling, documentation, and operational improvements.
  • Influence product and engineering roadmaps: Use customer and support data to identify product opportunities, communicate technical trends, and influence roadmap decisions.
  • Drive automation and systems thinking: Introduce AI-enabled tools, automation, and scalable workflows that increase support efficiency and expand the team’s impact.
  • Strengthen strategic customer relationships: Build trust with enterprise customers and provide confident technical leadership during critical incidents, complex deployments, and periods of transformation.
  • Contribute to broader Support leadership: Collaborate with other leaders to improve support practices and help shape the wider organization beyond the immediate team’s remit.
  • Build organizational knowledge: Establish mechanisms for knowledge sharing, technical learning, and continuous improvement across the support engineering function.

  Requirements

  • 10+ years of experience in technical support engineering, software engineering, or a closely related technical discipline.
  • 6+ years of experience leading and managing technical support engineering or software engineering teams, preferably within high-scale, technically complex, or fast-paced environments.
  • Proven experience leading highly skilled engineering teams, with the ability to empower senior individual contributors while maintaining clear technical and operational direction.
  • Deep technical expertise in application development, infrastructure, or related engineering domains, combined with a strong understanding of operational reliability and customer-facing technology.
  • Strong experience with technical troubleshooting and complex escalations, including the ability to understand difficult technical issues and guide teams toward practical solutions.
  • Demonstrated ability to influence Product and Engineering roadmaps using customer feedback, support trends, operational insights, and technical analysis.
  • An automation-first mindset, with a track record of implementing tooling, AI-enabled workflows, or scalable processes that improve support effectiveness.
  • Strong systems-thinking and organizational design skills, with the ability to build processes and operating models from first principles.
  • Excellent cross-functional leadership and stakeholder management skills, including experience working with senior leaders and strategic enterprise customers.
  • Strong customer orientation and the ability to build trust during critical incidents and high-pressure situations.
  • Comfortable operating in ambiguous, rapidly evolving environments, balancing strategic leadership with hands-on technical involvement when required.
  • High integrity, humility, collaboration, and a strong sense of ownership.
  • Willingness to support an operating model that provides global 24x7 coverage, including weekends and holidays based on business needs.

  Benefits

  • Remote work in Toronto, Canada, with the expectation that the role will transition to an in-office arrangement.
  • Opportunity to build a new technical support engineering organization from first principles and directly shape its future operating model.
  • High-impact exposure to strategic enterprise customers and complex AI-driven technology deployments.
  • Opportunity to work closely with Engineering, Product, Sales, Technical Success, and other cross-functional leadership teams.
  • Significant influence over support processes, product improvements, engineering priorities, and organizational strategy.
  • Leadership opportunity within a highly technical and rapidly evolving AI-focused environment.
  • Commitment to an inclusive and equitable workplace, with reasonable accommodations available throughout the recruitment process.
  • Additional compensation, benefits, and employment details were not specified in the provided job description and should be confirmed during the hiring process.