Technical Support Manager

🌟 Ready to help reshape a $26B industry and build the future of branded merch? commonsku is revolutionizing the promotional products industry. Our platform empowers branded merch distributors to work smarter — managing projects, building quotes, placing orders, and collaborating with clients and suppliers seamlessly through the power of the Connected Workflow. We’re a remote-first, community-driven team obsessed with elevating our customers, their clients, and the broader industry. Our values – Community First, Ten Steps Ahead, Fast Forward, and Delightful Work – guide us. We believe you can innovate, push forward, and do more, while also sharing a laugh, supporting your colleagues, and having a life outside of work. If you’re energized by ambitious work, creative collaboration, and helping to build something great, you’ll want to keep reading. 🚀 About the Role: Technical Support Manager We’re growing — and we’re hiring a Technical Support Manager to lead and elevate our support function at commonsku. As a player‑coach, you’ll manage a team of Support Engineers and Specialists while also rolling up your sleeves to dive into complex issues yourself. You’ll oversee the systems, processes, and people that keep our customers’ experience running smoothly — ensuring timely resolutions, improving SLAs, and strengthening the bridge between Support, Engineering, and Product. You’ll balance hands‑on technical troubleshooting with strategic leadership, helping your team grow while improving operational excellence, documentation, and communication across the company. This is a critical role for someone who loves solving hard problems, building strong teams, and helping customers thrive. 💡 About You You’re not just a problem solver — you’re a builder. You bring: A community mindset — You lead with empathy, collaboration, and accountability, always putting customers and your team first. (Community First) Momentum and ownership — You act quickly and decisively, balancing hands‑on troubleshooting with strategic improvement. (Fast Forward) Vision and boldness — You think ahead, identifying opportunities to make processes smarter and systems stronger. (Ten Steps Ahead) Joy in the craft — You love the satisfaction of a resolved issue, a well‑tuned process, and a team that’s thriving. (Delightful Work) 🛠️ What You’ll Do Here’s what you’ll do: Lead, coach, and grow a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful development. Balance leadership and execution — acting as both manager and technical contributor when needed. Own and improve SLAs, escalation paths, and support processes to ensure fast, consistent, high‑quality issue resolution. Act as the primary point of contact for technical escalations, triaging, debugging, and ensuring rapid customer communication. Collaborate cross‑functionally with Engineering, Product, and Customer Success to solve root causes — not just symptoms. Refine documentation and knowledge bases, ensuring both internal teams and customers have access to clear, helpful resources. Implement quality and feedback programs to monitor ticket handling, consistency, and improvement opportunities. Leverage AI and automation to streamline workflows and enhance customer experience. Report on trends and performance, identifying opportunities for process improvement, cost efficiency, and customer satisfaction. 🔍 What You Bring Some of the qualities that help you thrive in this role: 2+ years of experience managing a technical or customer support team in a SaaS environment. 7+ years of software development or technical troubleshooting experience, ideally within SaaS or B2B platforms. Proven ability to lead and coach both technical and customer‑facing roles with empathy and accountability. Experience implementing support operations, including QA programs, documentation standards, and escalation workflows. Technical proficiency in: PHP, Python, JavaScript Django or Symfony (or similar MVC/MVT frameworks) React and MySQL Web protocols (SSL, OAuth2, etc.) and Git version control Strong debugging and root‑cause analysis skills for production‑level issues. Excellent cross‑functional communication — you can explain complex technical topics to both engineers and non‑technical stakeholders. Detail‑oriented with the ability to juggle multiple issues and priorities without letting anything slip. A great sense of humour (seriously — we like to laugh while we work). 💰 Compensation & Perks We believe in fair, transparent compensation. Starting salary for this role is $95,000 - $110,000 CAD, depending on previous experience and skillset, plus a performance‑based annual bonus. New hires are expected to come in at the midpoint of this range. However, if this role sounds perfect for you and your expectations are outside of this range, we encourage you to apply and let us know — if it’s a great fit, we’ll have an open discussion around what’s possible. Plus: Remote‑first culture (with plenty of in‑person experiences sprinkled in) Company‑wide closure between December 25th and January 1st Health and dental benefits, including a $1,000 healthcare spending account RRSP/TFSA contributions up to $3,000 a year (no employee contribution required) Twice‑yearly company‑wide summits (we call it HQ — and you’ll love it) A delightful team of smart people who are good at what they do 🌎 Location This role is open to candidates eligible to work in Canada, with the exception of Quebec (we’re not set up to operate there yet — désolé). We’re remote‑first, but if you’re based in Toronto, even better — that’s where we were founded and where we maintain our HQ today 🌱 A Bit More About Us commonsku supports hundreds of promotional products distributors and suppliers with technology that drives efficiency, growth, and connection. Our skummunity (commonsku + community = skummunity, get it?) is powered by events, education, and shared knowledge — it’s core to who we are. We’ve grown by being “for promo by promo” and now, we’re scaling our impact to elevate the entire industry. We’d love your help doing it. 🤖 A Note About AI We use AI every day at commonsku to be faster and better. If you use AI tools to help you draft your resume or cover letter, that’s totally fine — just make sure what you submit reflects you. We want to hear your authentic voice, not ChatGPT’s. 📬 How to Apply If this role feels like a fit, apply now at https://commonsku.com/careers We try our level best to review and respond to every application we receive. Once you’ve applied, you’ll hear from our People team with an update. If it looks like a good fit, expect a phone interview as the first step. By the way — you don’t need to meet 100% of the requirements. We value potential, learning, and diversity of thought. Tell us why you're excited, and let’s chat. ❤️ Equal Opportunity Employer We’re committed to building a diverse team that reflects the skummunity we serve. We welcome applicants of all backgrounds, experiences, and identities. #J-18808-Ljbffr