Technical Customer Support Manager at Suger

About Us   Suger helps B2B software companies sell through cloud marketplaces like AWS, Azure, GCP, Oracle, Alibaba, and Snowflake - now one of the fastest-growing enterprise sales channels.   Marketplace sales are operationally complex: pricing, contracting, billing, revenue recognition, and compliance all intersect across multiple cloud providers. Suger removes this complexity with an API-first revenue platform that powers quote-to-cash and marketplace workflows at scale.   Launched in 2022, Suger works with over 250 B2B customers, ranging from large enterprises such as Snowflake and Intel to fast-growing startups such as Glean and Vanta. We’re a Series A company backed by Threshold VC, Craft Ventures, Intel Capital, and Y Combinator.   As a Customer Support Manager, you are the bridge between our customers and our product and engineering teams. When customers run into issues, you're the first person they hear from - and the person who makes sure their problems get resolved. This role is distinct from our Customer Success Manager role. The Customer Success guides customers on how to use Suger's features to get the best outcomes. The Customer Support Manager owns the reactive side: receiving issues, understanding them clearly, escalating with the right context, and closing the loop with the customer. Most of your day will be spent communicating - with customers, with software engineers, and with the product team. You don't need to write code, but you do need to understand technical products well enough to ask the right questions and translate customer pain into something engineers can act on. We work in a hybrid model with 4 days per week in our Downtown Vancouver office. In this role, you'll: • Serve as the primary point of contact for customer-reported bugs, issues, and technical questions • Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact • Write clear, structured bug reports and feature requests for the Engineering and Product teams • Communicate status updates and resolutions back to customers in a timely, professional manner • Identify patterns in recurring issues and surface them proactively to the product team • Maintain and improve support documentation, FAQs, and internal runbooks • Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work • Track all open issues and ensure nothing falls through the cracks We're seeking someone with experience including: • 3+ years of experience in technical customer support, customer-facing operations, or similar customer-facing role • Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers • Stays calm under pressure and knows how to de-escalate without losing momentum • Highly organized - comfortable managing multiple open issues simultaneously without losing context • Comfortable in a fast-moving startup environment where processes are still being built What Success Looks Like • Customers receive timely, accurate responses that reduce frustration and build trust • Engineering and Product receive well-structured, reproducible bug reports that minimize back-and-forth • Support volume for recurring issues decreases over time due to proactive documentation and product feedback Bonus Points • Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more • Familiarity with cloud marketplaces (AWS, Azure, GCP) or B2B SaaS billing and RevOps workflows • Startup experience - comfort with ambiguity and a build-as-you-go mindset Why Join Us • Base Salary Range: $75,000-$100,000 CAD/year. • Competitive compensation and equity plan. • Work alongside a top-notch product and engineering team with experience at Google, Meta, Salesforce, Pave, Motive, and Square - building AI agent and AI infrastructure SaaS at scale. • Own a major pillar of our go-to-market strategy from day one, with the autonomy to shape how customers adopt Suger’s platform and AI-powered workflows. • Full healthcare benefits - extended health care, dental, vision, and life insurance. • Monthly office stipends for lunch and commute-related benefits. • Fast-moving, flat org structure with real product-market fit and big ambitions where you’ll ship quickly and see direct customer impact.