Technical Support Manager

6 days ago

Toronto, Ontario, Canada Shakudo Full time $80,000 - $120,000 per year
About Shakudo and the Job
At Shakudo, we are building the world's first operating system for data and AI. We use the term "operating system" in the truest sense of the word. Like iOS, Windows, and Linux, Shakudo's end-to-end OS offers ever-evolving, automatically operated, best-of-breed open-source components tailored to each business's unique needs.
As we continue to scale, we are looking for a Technical Support Manager to lead our global Technical Support team of three specialists. This individual will ensure high-quality technical support, optimize team performance, and contribute to the continuous improvement of customer experience. While we prefer candidates based in Toronto, we are open to hiring strong candidates in other locations if necessary. What you'll do
  • Team Leadership & Management: Lead and manage a team of 2-3 Technical Support Specialists operating across different time zones to provide 24/7 global support.
  • Process Optimization: Develop and refine support workflows, ensuring efficient ticket handling, issue resolution, and escalation procedures.
  • Customer Issue Resolution: Act as a senior escalation point for complex technical issues, collaborating closely with engineering and product teams to drive timely resolutions.
  • Documentation & Knowledge Sharing: Maintain and enhance documentation for troubleshooting guides, best practices, and internal knowledge bases to improve team efficiency.
  • Performance Monitoring & Reporting: Track team performance, analyze support trends, and provide insights to improve operational efficiency and customer satisfaction.
  • Cross-functional Collaboration: Work closely with engineering, product, and sales teams to address recurring customer concerns and contribute to product improvements.
  • Hiring & Training: Participate in recruiting, onboarding, and continuous training of Technical Support Specialists to build a high-performing team.
What You'll Bring
  • 4+ years of experience in technical support or IT helpdesk roles with Data and AI based companies, including at least 1-2 years in a leadership or management capacity.
  • Strong technical background in AI, DevOps, or cloud-native technologies with experience in troubleshooting complex environments.
  • Proficiency in managing support for containerized environments (Kubernetes, Docker).
  • Hands-on experience with AI/ML workflows, including tools such as MLflow, TensorFlow, PyTorch, and OpenAI integrations.
  • Familiarity with cloud platforms (AWS, Azure) and monitoring tools such as Prometheus and Grafana.
  • Strong written and verbal communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
  • Experience with ticketing and issue-tracking systems (e.g., Zendesk, ServiceNow).Ability to manage a remote, globally distributed team and coordinate effectively across time zones.
  • A proactive approach to problem-solving, with strong analytical and decision-making skills.
Schedule & Shift Management
  • To provide 24/7 global support, the team will operate across three time zones. The
Technical Support Manager will be responsible for scheduling and optimizing shift coverage to ensure seamless global support.:India Standard Time (IST): Covers APAC and early EU hours (e.g., 12:00 AM - 8:00 AM EST).Eastern Standard Time (EST): Covers North America and late EU hours (e.g., 8:00 AM - 4:00 PM EST).Pacific Standard Time (PST): Covers late North America, facilitating handover to APAC (e.g., 4:00 PM - 12:00 AM EST). Shakudo is an equal opportunity employer and encourages candidates of all backgrounds to apply. We foster diversity and inclusivity and welcome applications from a broad range of backgrounds and experiences. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

  • Manager, Technical Support

    3 days ago

    Toronto, Ontario, Canada Sentry Full time $100,000 - $200,000 per year

    About SentryBad software is everywhere, and we're tired of it. Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology.With more than $217 million in funding and 100,000+ organizations that believe we're on to something, we're building performance and error monitoring tools that help companies like...

  • Manager, Technical Support

    1 day ago

    Toronto, Ontario, Canada Sentry Full time $165,000 per year

    About Sentry Bad software is everywhere, and we're tired of it. Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology. With more than $217 million in funding and 100,000 organizations that believe we're on to something, we're building performance and error monitoring tools that help companies like...

  • Technical Support Manager

    2 weeks ago

    Toronto, Ontario, Canada North Horizon Holdings Inc. Full time $120,000 - $150,000 per year

    251 Consumers Road 1100, Toronto, Ontario, Canada, M2J 4R3full-time . September 5, 2025DescriptionAbout our CompanyNorth Horizon is a Canadian family office with a global investment reach. We are value-oriented investors in public equities, fixed incomes, private equities, venture capitals and real estate.We are seeking a highly experienced and proactive...

  • Technical Support Manager

    1 week ago

    Toronto, Ontario, Canada Stir Consulting Full time $90,000 - $120,000 per year

    The Strategic Technical Manager plays a hands-on, high-impact role in driving key tech initiatives and keeping operations running smoothly across multiple teams including Architecture, Development, Business Analysis, and Support. Reporting to the Director of Business and Application Support, this role is all about problem-solving, collaboration, and making...

  • Second Level Technical Support – Telecommunications/Network Operations

    2 weeks ago

    Toronto, Ontario, Canada Bluelime Technical Services Full time $80,000 - $120,000 per year

    We are seeking an experienced Telecommunications/Network Operations Specialist to provide second level technical support and engineering expertise for complex IP networks. In this role, you'll troubleshoot and diagnose networking issues, design and implement secure/high-availability solutions, and support ongoing operations and projects.What You'll...

  • Technical Support Manager

    6 days ago

    Toronto, Ontario, Canada Composites One Full time $80,000 - $115,000 per year

    Begin your Composites One career todayPosition Overview:As a Technical Support Manager, you will be responsible for supporting technical sales and market development efforts within the advanced composites industry. The position combines technical expertise with strategic marketing and customer engagement to drive growth in targeted market segments. The ideal...

  • Technical Support Specialist

    2 weeks ago

    Toronto, Ontario, Canada Bloom Equity Partners Full time $60,000 - $90,000 per year

    Location:Remote (preferably Canada)Department:Customer SupportAbout UsSoutron Global is a B2B SaaS company transforming how archives, libraries, cultural institutions, and corporate enterprises manage information, objects, and digital collections at the very heart of their organizations. Our solutions empower organizations across industries to preserve...

  • Technical Support Engineer

    1 week ago

    Toronto, Ontario, Canada Brinqa Full time $60,000 - $90,000 per year

    Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently.We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics,...

  • Technical Support Expert

    2 weeks ago

    Toronto, Ontario, Canada VXG Full time $60,000 - $120,000 per year

    Company DescriptionVXG is a global cloud video surveillance company that simplifies video management and enables scalable systems cost-effectively. Serving Systems Integrators, Security, Access Control, AI, Video Monitoring, Telecom, and SaaS companies with over 150,000 cameras connected, VXG offers a true, open cloud platform for integration with other...

  • Technical Support Analyst

    7 days ago

    Toronto, Ontario, Canada 7cf79550-e5a0-4d8f-b444-1f96bf4419a5 Full time US$60,000 - US$90,000 per year

    The RoleWe are looking for a Technical Support Analyst to assist in the support of the Fidessa applications (first level and second level application support). We work in a fast-paced and dynamic environment. Members of the team will provide hands-on support in a production environment, and will be challenged to use their technical knowledge and...