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Technical Support Manager

2 weeks ago

Montréal, Canada Mako Full time

Are you passionate about technology and Software as a Service? Are you a natural leader and collaborate well with teams? If so, this position offers you the opportunity to leverage both of these skills. This is your chance to join a Fintech start-up experiencing growth and scaling quickly_

**Your mission**:
As a Technical Support Manager you will contribute to Mako’s success by helping to grow and transform the Technical Support team ensuring we continue to deliver exceptional service, professionalism, and positive outcomes to our clients. You will ensure that our post-launch clients are well supported and that the team possesses all the appropriate documentation for support purposes. Your primary tasks include:

- Lead the Technical Support team by example through a strong demonstration of skills and resources applied towards client inquiries and incidents.
- Act as the first point of contact for all in-bound communication from post-launch clients.
- Support clients by analyzing any technical issues and bug reports.
- Work on day 2/enhancement requests out of the post-launch backlog.
- Revise any existing documentation and create new client-facing documentation.
- Proactively identify issues and opportunities with your accounts and collaborate with teams within Mako to create plans and solutions.

**Need to have**:

- Educational background in computer science, math, physics or engineering.
- Experience with project management softwares such as Jira.
- An understanding of the Agile methodology.
- Experience with code editors such as Visual Studio Code and data formats such as JSON.
- Experience with customer service softwares such as Freshdesk or other ticketing systems.
- Excellent documentation and writing skills.
- Ability to learn and retain technical knowledge quickly.

**Nice to have**:

- Previous experience with a SaaS product.
- Knowledge of the wealth management industry.

**Location**:

- Currently remote, but we also have offices based in Montreal, Toronto and Vancouver.

**Why work for us**:

- High-end laptop.
- $1000 budget to outfit your home office.
- Competitive compensation, equity, and awesome benefits.
- Flexible fully remote or in-office work structure.
- Unlimited vacation policy.
- You get to join a fast-growing fintech start-up and participate in its long-term success.