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LeadFull-timeAgileAI
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Canals is a fully remote, profitable startup transforming the industrial supply chain with AI. We're hiring a Technical Support Lead to build and scale the support function for our new product line.
Key Responsibilities
- →Build and lead the technical support function for a new product line
- →Manage and mentor a small team of Technical Support Agents
- →Partner with Engineering and Product to resolve complex technical issues
- →Establish and refine SLAs, escalation paths, and operational workflows
- →Monitor and report on key support KPIs
- →Document internal processes and build knowledge bases
- →Serve as the escalation point for advanced or high-priority issues
Requirements
- ✓4+ years of experience in technical support or support engineering for SaaS products
- ✓Hands-on familiarity with multi-product environments including web and mobile platforms
- ✓Strong understanding of APIs, SQL, and modern web application troubleshooting
- ✓Prior experience mentoring or leading a support team
- ✓Excellent written and verbal communication skills
- ✓Proven ability to build and optimize support processes
- ✓Highly organized and comfortable in a fast-moving environment
