Support Lead

About Voltera
Voltera is a rapidly scaling and profitable Canadian tech company that has been driving change in the additive electronics industry since 2013. Our customers span 92 countries and use our products to improve quality of life and push the boundaries of what electronics can do. From developing electronics skin to exploring space our products support some of the worlds most exciting engineering endeavors.

Our first product the V-One PCB printer integrates drilling through-holes printing conductive materials dispensing solder paste and reflowing circuits to enable fast iteration of circuit board designs. Our second product the NOVA materials dispensing system offers precision dispensing of functional materials on both flexible and rigid substrates for flexible hybrid electronics prototyping and materials research.

As we continue to tackle new challenges we are looking for ambitious talented individuals to join the adventure. We are a tight-knit mission-driven team. You will be supported by people who care challenged to grow and trusted to make a real impact.

About the Job

• Manage the day to day of all support activities from proactive customer engagement (Customer Success) to issue resolution (Technical Support) ensuring the highest level of customer satisfaction.
• Act as a player coach jumping into the queue when needed. Developing an expert level of knowledge on Voltera hardware and software to act as the escalation path for complex/sensitive issues.
• Work closely with global distributors providing documentation and training supporting our mutual customers directly or in partnership with the distributors.
• Ensure smooth operation for RMAs (Return Merchandise Authorizations) CSWs (Customer Support Warranty) and all distributor/customer led repairs.
• Work cross functionally to champion customer feedback and push for quick issues resolution.
• Maintain and improve support documentation from basic how to guides to advanced troubleshooting and repair techniques.
• Monitor KPIs(Key Performance Indicators) and implement workflow changes when needed.
• Plan monitor and lead the support team through quarterly goal-setting and team improvement activities.
• Auditing existing processes and tooling regularly to ensure were set up for success.

Working conditions

• This role is based full-time in our Waterloo office with opportunities for hybrid work after the probationary period.
• Working outside of core business hours may be required to liaise with customers in different time zones.
• Occasional international travel will be required to support onsite customer training.

About You

• Previous experience leading highly effective teams in a technical support environment.
• You bring a strong customer mindset and take pride in delivering reliable thoughtful support in every interaction.
• You are comfortable coaching a team while also jumping into the support queue when things get busy.
• Strong communication and presentation skills. Friendly patient and able to simplify complex topics.
• Driven by continuous improvement self-development and curiosity.
• Excited about learning new technologies and becoming an expert in them.
• Excellent problem solving ability. You dont shy away when encountering new problems even when there is no clear path to resolution.

Nice to haves

• Hands-on experience scaling a global and multi-product support team.
• Familiarity with tools like Intercom Asana Gitbook and NetSuite.
• Experience in supporting and troubleshooting hardware products.
• Experience implementing training and improving AI support tools.
• Knowledge of the electronics design and fabrication industry.
• Exposure to 3D printers CNC machines laser systems or other gantry-based tools.

Why Were Awesome

• Were a scaling company - youre hired to have a voice not to be a cog.
• Three weeks vacation to start plus a paid end-of-year company shutdown.
• Flexible work hours.
• Family-friendly work culture.
• Collaborative work environment.
• Located in the growing tech hub of Waterloo Ontario close to restaurants and easily accessible by public transit.

If this sounds like a good fit reach out! Wed love to hear from you.

Compensation

The expected base salary range for this role is CAD $74000$80000. Final compensation will be based on job-related skills experience and qualifications. This range reflects base pay only and does not include bonus eligibility or benefits.

Posting and application details

This posting is for an existing vacancy. Applications are reviewed by a member of our team; we do not use artificial intelligence (AI) to screen assess or select candidates. Selected applicants will be contacted regarding next steps.

Voltera is an equal opportunity employer and we are committed to inclusion and diversity. Voltera does not discriminate based on race ancestry place of origin color ethnic origin citizenship creed sex sexual orientation gender identity gender expression age record of offenses marital status family status disability or any other basis forbidden under federal provincial or local law.

Accommodations are available upon request for candidates participating in all aspects of the recruitment process. If you require accommodation or require recruitment documents in a different format please contact us at