Technical Customer Support Lead

Technical Customer Support Lead
📍 Toronto (Remote – EST)
💰 Up to $120,000 CAD Base + Stock Options
🏖 25 Days Vacation | Group Insurance | Health Spending Account | Telemedicine
We’re partnering with a fast-growing SaaS company looking for a senior, hands-on Technical Customer Support Lead to help scale and professionalize their support function.
This is not a ticket-queue role. This is a high-impact position where you’ll own complex escalations, elevate support quality, and help build structure in a lean, high-performing team.
🔥 What You’ll Own
Primary escalation point for complex technical issues
Troubleshooting:
Integrations
APIs
Data inconsistencies
Workflow execution failures
Authentication issues
Writing and debugging SQL queries to investigate data issues
Reviewing support tickets for quality & standards
Partnering with Customer Success, Product & Engineering
Improving workflows, SLAs, QA frameworks & knowledge base
Helping scale and mature the entire support function
🎯 What We’re Looking For
7–10+ years in technical/customer support within a B2B SaaS environment
Strong hands-on troubleshooting background
Experience handling complex technical escalations
Comfortable leading/mentoring support team members
Strong SQL skills (joins, aggregations, debugging datasets)
API & integrations troubleshooting experience
Experience with BI/reporting tools (PowerBI, Tableau, etc.)
Excellent communicator who can translate technical findings into business-friendly language
Self-starter who thrives in building structure
Bonus:
Experience improving support processes or QA frameworks
AI tools exposure in support workflows
Telecom/ISP or connectivity product experience
🌟 Why This Role Is Exciting
Huge opportunity to own and shape the support function
Direct impact on customer experience and operational excellence
Close collaboration with Product & Engineering
High visibility within the organization
Equity upside through stock options
If you’re a technically strong, customer-focused problem solver who enjoys building processes and elevating quality — let’s talk.
📩 Message me directly or send your resume to discuss. Send your resume to tinak@corgta.com