Support Delivery Lead

📋 Description

• Build and lead a highly technical support engineering team.
• Set technical and operational direction.
• Resolve complex customer issues and coordinate escalations.
• Scale global 24x7 support operations.
• Drive automation and systems thinking.
• Influence product and engineering roadmaps.

🎯 Requirements

• 10+ years of experience in technical support engineering, software engineering, or a closely
• 6+ years of experience leading and managing technical support engineering or software engineering
• Proven experience leading highly skilled engineering teams, empowering senior contributors while
• Deep technical expertise in application development, infrastructure, or related engineering domains.
• Strong experience with technical troubleshooting and complex escalations.
• Demonstrated ability to influence Product and Engineering roadmaps using customer feedback and

🎁 Benefits

• Remote work in Toronto, Canada, with the expectation that the role will transition to an in-office
• Opportunity to build a new technical support engineering organization from first principles and
• High-impact exposure to strategic enterprise customers and AI-driven technology deployments.
• Work closely with Engineering, Product, Sales, Technical Success, and other cross-functional
• Significant influence over support processes, product improvements, engineering priorities, and
• Leadership opportunity within a highly technical, AI-focused environment.