Technical Support Manager Reports to: Director of Customer Success Elevate our customer experience ThoughtFarmer is looking for an experienced Technical Support Manager to lead our technical support team. This is your opportunity to not just lead, but to innovate — ensuring our customers always leave with a smile. Be the catalyst that transforms our support processes, rallies multiple teams, and crafts unparalleled customer experiences. What’s ThoughtFarmer? ThoughtFarmer is an intranet SaaS platform that helps employees at organizations around the world share knowledge, stay informed, and feel connected. Our vision is to make every great company the best place to work. What we’re looking for from our new Technical Support Manager We’re looking for a leader who’s ready to redefine our technical support. Your mission? Aligning support goals with our vision of making every great company the best place to work, and ensuring that our customers always find answers, solutions, and satisfaction. What you’re like You’re not just technically skilled; you are a mentor, a guide, and a strategist. You can easily solve tough problems, handle shifting priorities, and have an unwavering commitment to outstanding customer service. Every morning, you wake up eager to make a difference, streamline processes, and foster positive customer relationships. Your core responsibilities As a Technical Support Manager, you’ll solve problems and improve our processes, always guided by our mission to make work better. Your core responsibilities include: Team leadership. Cultivate and mentor our technical support specialists, fostering growth and expertise. Training and development. Conduct training sessions to enhance our support team’s technical expertise, product knowledge, and service skills. Customer advocacy. Represent and champion our customers within ThoughtFarmer, bringing insights to refine our offerings. Process and quality improvement. Continually refine our support processes for peak efficiency while prioritizing customer joy. Implement quality checks to ensure our team consistently delivers stellar support. Customer issue management. Manage complex escalated customer issues, ensuring they’re resolved quickly and surpass our service level agreements (SLAs). Inter-departmental collaboration: Work with other departments to create a consistent and cohesive customer experience. Data-driven insights. Use analytics and customer feedback to identify trends and enhance our support strategy. After hours support. We aim to minimize after-hours issues, but when things do go wrong, you’ll be part of the on-call team during off-hours incidents. Reporting. Craft insightful reports on team performance and customer satisfaction for management. These are the must-haves Bachelor’s degree (or equivalent work experience) in Computer Science, IT, or a related field. Experience in a technical support leadership role, preferably in a fast-paced SaaS environment. Strong technical background* in software, hardware, and networking, with expertise in Microsoft server technologies—including Active Directory, Azure AD, SQL Server, and IIS. A proven track record of high customer satisfaction. Excellent customer and team communication skills, both written and verbal. Strong analytical and problem-solving skills to address complex technical issues and provide innovative solutions. Demonstrated ability to lead and inspire a team, foster a positive work environment, and drive results. (* ThoughtFarmer runs on a web stack with C#, ASP.NET, SQL Server, and OpenSearch, hosted on AWS. Our frontend uses React, and we have a React Native mobile app. We integrate with systems like on-premise Active Directory. Familiarity with these technologies is essential for diagnosing and solving issues quickly.) Remote or onsite—it’s up to you. ThoughtFarmer is based in Vancouver, and we have staff working remotely all across Canada. If you live in the Vancouver area, you still have plenty of options. Choose from either fully onsite, to fully remote, or a hybrid of both. Whatever suits your situation and life. All staff—remote or local—enjoy a quarterly home office allowance that they can use to buy whatever they need to be productive outside the office. How to apply Send a cover letter and your resume to careers@thoughtfarmer.com. To help make the process smoother for everyone, please include the job title and your name in the subject line. Only candidates that meet the minimum requirements will be considered. No phone calls please. Applicants must reside in Canada and be eligible to work in Canada. High-five if you read and adhere to the small print.