Client Support Lead

We are looking for a technically sharp and client-focused Client Support Lead to own the post-sales technical relationship with our enterprise this role you will lead a small team of two Support Specialists providing mentorship workload guidance and technical escalation support while remaining highly hands-on yourself. You will be the bridge between our clients and our engineering teams ensuring rapid resolution of complex issues across our distributed cloud-native platform. This role demands both deep technical ability and the communication skills to translate complexity into clarity for customers and stakeholders alike.

Qualifications :

Team Leadership

• Manage mentor and support two Support Specialists in their day-to-day work and professional development.
• Distribute and prioritise incoming client issues across the team ensuring SLAs are met and no ticket falls through the cracks.
• Conduct regular 1:1s provide constructive feedback and help the team build their technical depth over time.
• Act as the primary escalation point within the support team before issues reach engineering.

Client & Escalation Management

• Serve as the primary senior technical contact for enterprise clients owning issue resolution from intake through closure.
• Lead escalation handling for critical production incidents coordinating internal engineering resources and communicating clearly with clients under pressure.
• Produce high-quality written incident summaries root cause analyses and post-mortems for customer delivery.
• Build and maintain trusted relationships with client technical teams proactively identifying risks before they escalate.

Technical Investigation & Debugging

• Perform deep-dive investigations across the full stack: REST APIs application logs distributed traces and database query analysis.
• Debug issues spanning C#/.NET (ServiceStack) services MongoDB SQL Server Redis and RabbitMQ message queues.
• Analyse CloudWatch Grafana and Prometheus metrics to isolate performance bottlenecks and anomalies.
• Use Postman and cURL to reproduce isolate and document API-level defects.
• Read and stack traces to pinpoint root causes and communicate findings to engineering teams.

Infrastructure & Environment Support

• Support deployment and troubleshooting of virtual environments across AWS (EC2 ECS EKS) and on-premise infrastructure.
• Work confidently across Linux and Windows with solid grounding in networking fundamentals (DNS TCP/IP TLS load balancing).
• Assist clients with Docker-based deployments container orchestration issues and environment configuration.

Process & Tooling

• Track triage and prioritise client issues in Jira; maintain accurate documentation in Confluence.
• Contribute to runbooks FAQs and internal knowledge bases to enable the team to resolve issues faster and more consistently.
• Continuously improve support workflows escalation paths and tooling to scale the support function.

Additional Information :

Environment / Tech Stack:

• Languages & Frameworks: C#/.NET (ServiceStack) REST APIs

• Databases & Storage: MongoDB SQL Server Redis RDS/DocumentDB S3

• Messaging & Queues: RabbitMQ

• Cloud & Infrastructure: AWS (EC2 ECS EKS) Linux Windows

• Monitoring & Observability: CloudWatch Grafana Prometheus

• Collaboration & Tools: Jira Confluence GitHub Postman cURL

 Benefits

• Comprehensive Group Insurance  including medical dental and online telemedicine support via Dialogue

• RRSP Matching Program  plan for your financial future with company contributions

• Wellness Allowance  support for personal well-being (gym sports mental health etc.)

• Team Activities & Events  regular social and team-building opportunities

• Office in Montreals Old Port  a vibrant and inspiring workspace in the heart of downtown

Remote Work :

Yes

Employment Type :

Full-time