Support & Integration Manager
Support & Integration Manager
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Job Description
As a Support and integration Manager at Vention you will lead a team of integration specialists and engineers and will be responsible for delivering high impact post-sales technical support and assistance. Your mission is to ensure our customers derive maximum value from Ventions solutions while building a high-performing scalable support organization.
You will coach your team through structured planning technical execution client escalations identifying customer needs performing world class root cause analysis and providing solutions to a variety of requests. Your ability to balance hands-on involvement with strategic oversight will be key in improving response time quality of service and long term success.
Your domain expertise in software automation and robotics will elevate the growing teams technical knowledge and enable you to identify training opportunities for them.
You will collaborate closely with Sales Customer Success Application Engineering Product and Platform teams to align on customer needs triage feedback and influence both roadmap priorities and Go To Market strategy.
More specifically your role will include:
- Manage a team of Integration Specialists and engineers in order to support their technical professional and interpersonal development.
- Coach and elevate your teams problem-solving and escalation handling capabilities serving as the final point of escalation for high-impact integration issues.
- Reinforce process rigor across documentation standard work troubleshooting protocols and on-site visit report.
- Partner with Product Platform and CX to identify technical gaps track recurring issues and align on fixes.
- Hire onboard and ramp new team members in alignment with projected deployment growth and technical complexity.
- Join triage sessions and provide real-world integration feedback to influence roadmap and priorities.
- Complete team evaluations technical assessments and performance reviews to ensure objectives are met and growth paths are clear.
- Drive continuous improvement projects within the team identifying areas for optimization and implementing solutions to enhance efficiency and effectiveness.
- Support pre-sales and post-deployment activities as needed by engaging in client calls deployment planning and occasionally traveling on-site to lead key integrations or solve critical issues.
Qualifications :
- Bachelor degree in mechanical electrical automation robotics or mechatronics - or related field
- 6 years of experience in industrial automation controls or robotics
- 5 years in technical support or integration roles with 3 years leading technical teams
- Strong business acumen and deep knowledge of automation
- Strong knowledge of support tooling (Zendesk Jira) or equivalent systems used for ticket management triage and documentation
- Excellent leadership and communication skills with a proven ability to influence cross-functional teams and resolve complex issues
- High emotional intelligence with the ability to coach others navigate ambiguity and represent your team across departments
- Exceptional client communication skills and a customer first mentality
- Bilingual (English and French) both spoken and written
Additional Information :
How We Take Care of You
- Complimentary beverages and snacks so that you are fueled and ready for your day
- Career growth opportunities. Your future matters.
- Fun-filled social events curated based on diverse interests for our team to celebrate together. From sponsored sports teams to trivia nights
- Time off to volunteer and give back to your community.
What to Expect in Your Interview
- Initial Call
- Meet the Team
- Challenge
- Decision & Offer
Commitment to Equal Employment Opportunity
Our culture is an uplifting environment for high achievers. The fast-paced high-performance environment will give you the opportunity to build products processes and strategies that will have a lasting impact.
When you join Vention you join a team of professionals with a diverse variety of experiences backgrounds and perspectives. Together we strive to nurture a supportive and inclusive work environment for all. We push each other to achieve extraordinary results and forge long term relationships as a result of the intensity and passion.
Were passionate about helping you do your best work. Claim your seat and find out what you can do!
If youre unsure if your experience perfectly matches our job posting we encourage you to apply anyway! We are happy to chat and get to know you better while you can understand the role as well
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
