Team Lead, Customer Support (SaaS)

TL;DR

Team Lead, Customer Support (SaaS): Managing daily operations and professional growth of a team of Support Engineers with an accent on technical mentoring, SLA/SLO adherence, and strategic alignment. Focus on overseeing the support queue, managing technical escalations, and refining internal workflows using Jira and PagerDuty.

Location: Remote (Canada)

Salary: $214,400 CAD

Company

hirify.global builds software that securely interconnects people and their devices to create a safer and more sensible future for the Internet.

What you will do

• Manage day-to-day support operations for a team of 8-10 Support Engineers.
• Lead onboarding, technical mentoring, and career coaching for all direct reports.
• Oversee the support queue to ensure SLA/SLO adherence regarding response and resolution times.
• Act as an internal escalation point for complex technical issues and difficult customer situations.
• Partner with CX Operations to refine workflows and internal tooling such as Jira and PagerDuty.
• Analyze support data and CSAT to identify and report trends to leadership.

Requirements

• Must be based in Canada.
• 4+ years of experience in technical support within a SaaS environment.
• 1+ years of experience in a leadership, management, or formal mentoring capacity.
• Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, and routing).
• Experience with identity management and SSO integrations (Okta, Azure AD, Google).
• Proficiency in supporting customers across Linux, MacOS, and Windows.

Nice to have

• Proficiency with Kubernetes (k8s).

Culture & Benefits

• Inclusive, remote-first environment with flexible work-life integration.
• Competitive total compensation including base salary and equity.
• Comprehensive group benefits for health, vision, and dental with no waiting period.
• $1500 USD annual budget for professional development.
• Flexible paid time off program and generous parental leave top-ups for up to 26 weeks.
• Home office setup including company-owned laptop and $1000 USD for customization.