Technical Support Lead
Technical Support Lead
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Job Description
Job Opportunity:Technical Support Lead
Duration:FullTime Permanent
Location:Vancouver BC
About Us
At Cambio Earth we are changing the way infrastructure operators tackle climate resiliency. As an enterprise software and AI company with deep earth science expertise built over 20 years as part of BGC Engineering we work with customers to embed earth science intelligence into their critical infrastructure operations; helping to safeguard communities essential services and the environment.
Floods landslides seismic and extreme weather events are becoming more frequent threatening the integrity of critical infrastructure. Thats where we come in and where you come in. Picture this: roads railways roads mines pipelines dams levees all protected by realtime situational awareness and insights that turn risks into manageable challenges.
The Cambio Earth team is passionate about making a difference. We love engaging directly with customers. We love building cuttingedge solutions that provide engineers and earth scientists new insights; ensuring the right riskinformed decisions are made at the right time.
The Role
At Cambio Earth the Technical Support team provides creative solutions to complex problems on a daily basis. We are growing fast and our work is dynamic; we move forward efficiently while delivering high quality support to our customers. If youre looking for a traditional technical support environment this may not be the ideal fit.
The Technical Support Lead role is an exciting opportunity to work together with a group of passionate leaders that are at the forefront of changing how earth science work is done. Its also an opportunity to build a new team and establish new ways of working that best fit our Cambio Earth business. So if you enjoy incredible datasets and new technologies and are driven by the desire to help our customers succeed youll fit right in with us at Cambio Earth.
Responsibilities
- Lead and grow the Technical Support capability at Cambio Earth; build a highperformance team of support specialists
- Engage directly with customers on technical support issues; escalating to and collaborating with internal technical teams to resolve
- Manage major incidents including customer engagement communication postmortems and reporting (per SLA agreements)
- Manage the technical support tickets tools processes and backlog reviews
- Drive process improvements; leverage AI where possible
- Manage internal OKR tracking and KPI reporting for Technical Support team
Required Education Experience & Competencies
- Experience supporting software products; independently troubleshooting complex customer issues leading to efficient and timely resolution
- Technical understanding of cloud technologies and data integrations ideally some geospatial data and workflow background as well
- Excellent interpersonal and communication skills with the ability to comfortably present and explain complex technical concepts via phone email video
- Ability to engage collaboratively with Customer Success Software Development and Product Management teams to align on customer needs urgency and resolution
- Experience leading a technical support team would be ideal but we will also consider strong candidates ready to take the next step
- Postsecondary education in a related field
Company Benefits
Cambio Earth offers our employees the following:
- Our One Team culture supporting health wellness safety and diversity
- Mentoring opportunities
- Hybrid workplace with our downtown office
- Social and wellness activities
- Casual and professional work environment
The estimated base salary range for this position is $95000 $130000 CAD per annum however base pay will be commensurate with jobrelated knowledge skills and experience. Cambio Earths compensation package also includes an annual bonus training allowance and a comprehensive medical and dental plan.
Equity Diversity and Inclusion
Cambio Earth strives to create a workplace where equity diversity and inclusion are embedded throughout our workplace culture and practices. Join us in our commitment to honour individuality ensure fairness and create a welcoming environment for everyone. As an equal opportunity employer we encourage applications from all candidates including those experiencing inequity such as racialized individuals Indigenous People women people of diverse sexual orientations identities and expressions veterans individuals with disabilities people of all faiths nationalities marital status ages and family status. For assistance or accommodation with your application please contact us at.
#cambio
Required Experience:
Manager
Employment Type
Full-Time
