Technical Support Manager

Join to apply for the Technical Support Manager role at commonsku . 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. About the Role 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. Responsibilities 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 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: 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). Benefits 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 How to Apply If this role feels like a fit, apply now at 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. ❤️ commonsku is an 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries Software Development #J-18808-Ljbffr