Manager, Technical Support
Manager, Technical Support
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Why should you consider joining Auvik
- You want to work at a company that is building impactful relevant technology. Auviks network management software helps IT teams by automating time-consuming tasks streamlining operations and mitigating risk. Its more important than ever to be able to remotely monitor and manage network infrastructure and with Auvik IT professionals have that essential visibility and control.
- You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced knowledgeable approachable and consistently working hard to drive success both for the company and the team of people who make it happen.
- You want to work with a product customers love. People rave about what weve built. Our customers are smart aspirational and highly technical. It pays to get the details right.
- You want regular opportunities for learning and growth. With ongoing feedback from leadership youll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure youre prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.
- You want the flexibility to manage your work your way. Were a fully distributed team and were prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.
Whats this role about
Were looking for an experienced and forward-thinking Manager Technical Support to lead our Tier 1 team. This is a key leadership role in our Customer Support organization responsible for delivering operational excellence while scaling the team to meet Auviks growing customer base and evolving needs.
Youll lead a high-performing frontline support team collaborating closely with Product Engineering Sales and Customer Success to ensure seamless customer interactions and issue resolution. Youll also partner with a dedicated Team Lead (Ops) and Tech Lead (Enablement) to ensure that the operational and enablement needs of the support team are met. These roles will support you in driving day-to-day effectiveness training onboarding and process excellence across the team.
If you bring deep expertise in technical support operations (ideally within SaaS or network management environments) strong people leadership and a passion for customer-centricity we want to hear from you.
What will I be doing
- Lead and develop the Level 1 Technical Support team fostering a culture of accountability empathy and excellence.
- Set and manage performance targets across KPIs such as CSAT FRT ART ticket deflection and backlog management.
- Own support scheduling workforce planning and global coverage models to scale support delivery and meet the demands of a growing diverse customer base.
- Collaborate with CX Product Engineering Sales and Customer Success teams to relay customer feedback and optimize handoffs.
- Drive continuous improvement in processes documentation tooling and workflows to support scale and service quality.
- Oversee hiring onboarding and training of Support Specialists including ownership of onboarding plans and QA frameworks.
- Serve as an escalation point for complex technical issues customer complaints or team challenges ensuring clear ownership and resolution.
- Partner with the Tech Lead (Enablement) to deliver skills development programs and knowledge base improvements.
- Leverage operational intelligence to monitor team health uncover trends anticipate challenges recommend and execute course corrections.
What are we looking for
- Proven experience in managing customer support technical support or service delivery teams ideally in a SaaS MSP or IT infrastructure environment.
- Proven success leading and scaling high-performing technical support teams.
- Deep understanding of support operations and toolingexperience with Salesforce Zendesk or similar systems is preferred.
- Experience with network management monitoring tools or IT systems is a strong asset.
- Familiarity with AI-driven support tools and practices such as AI-assisted ticket triage chatbots or knowledge base optimization and a forward-looking mindset for evaluating and integrating emerging technologies.
- Strong documentation skills including developing and maintaining SOPs internal knowledge bases and customer-facing help resources.
- Exceptional communication coaching and conflict resolution skills.
- Data-driven mindset with a track record of hitting performance targets.
- Passion for people development process optimization and customer advocacy.
- Comfort working in a fully remote fast-paced and evolving environment.
About Auvik
Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today Auvik helps IT teams manage more than four million devices on over 50000 networks worldwide.
Auvik is one of the fastest growing North American technology companies and is winner of the Deloitte Technology Fast 50 Deloitte Fast 500 and was recognized as the #1 ranked Canadian company in the FT Americas Fastest Growing Companies list.
Were focused on building a diverse and inclusive workforce. If youre excited about this role but do not meet 100% of the qualifications listed above we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. Dont have a working webcam We will help you find a space you can conduct your interview from Have kids or pets in the background Dont worry about it. Just let us know what you need when we reach out to schedule and we will make it work!
Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race colour religion sex orientation national origin age disability genetics or any other basis forbidden under federal provincial or local law.
Compensation Details:
At Auvik our compensation philosophy is to be market competitive reward performance reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets we employ based on research from various sources of market data which are reviewed on a regular basis.
The hiring range for this position is listed below. Compensation offered for candidates in this role is based on a number of factors including job-related skills knowledge and experience. These factors may cause your compensation to vary within the range outlined below.
In addition to cash compensation all full-time employees are granted stock options to share in Auviks future successes. Auvik employees are eligible to participate in additional benefits and programs including our comprehensive health and dental benefits plan Wellness spending account GRSP matching program flexible paid time off paid parental leave program and are eligible for remote working subsidies.
Required Experience:
Manager
Employment Type
Full Time
