Support Delivery Lead

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Delivery Lead based in Canada.

This is a high-impact leadership role focused on building and scaling a world-class technical support engineering organization.
You’ll lead a team responsible for resolving complex, high-severity technical issues for strategic enterprise customers.
The role sits at the intersection of technical troubleshooting, customer success, engineering, and operational excellence.
You’ll establish the systems, processes, and team structure needed to deliver reliable 24x7 global support coverage.
Your insights will help shape product and engineering roadmaps while turning individual customer issues into scalable solutions.
You’ll work closely with senior customers and internal leaders in a fast-moving, highly technical, and ambiguous environment.
The position is currently remote in Toronto and is expected to transition to an in-office arrangement.

Accountabilities:

• Build and lead a highly technical support engineering team: Recruit, develop, and empower exceptional technical troubleshooting specialists who serve as the final escalation point before core Engineering.
• Set technical and operational direction: Establish the team’s strategy, operating model, priorities, and standards while empowering experienced individual contributors to take ownership.
• Resolve complex customer issues: Partner with strategic enterprise customers, Engineering, Product, Sales, Technical Success, and other teams to diagnose and resolve high-difficulty technical problems.
• Coordinate critical escalations: Engage senior internal and customer stakeholders, mobilize resources across multiple teams, and ensure complex issues are driven toward timely and effective resolution.
• Scale global support operations: Build and manage processes that enable reliable 24x7 customer coverage, including weekends and holidays according to business requirements.
• Turn support insights into organizational improvements: Identify recurring problems and transform lessons learned into scalable processes, tooling, documentation, and operational improvements.
• Influence product and engineering roadmaps: Use customer and support data to identify product opportunities, communicate technical trends, and influence roadmap decisions.
• Drive automation and systems thinking: Introduce AI-enabled tools, automation, and scalable workflows that increase support efficiency and expand the team’s impact.
• Strengthen strategic customer relationships: Build trust with enterprise customers and provide confident technical leadership during critical incidents, complex deployments, and periods of transformation.
• Contribute to broader Support leadership: Collaborate with other leaders to improve support practices and help shape the wider organization beyond the immediate team’s remit.
• Build organizational knowledge: Establish mechanisms for knowledge sharing, technical learning, and continuous improvement across the support engineering function.

Requirements

• 10+ years of experience in technical support engineering, software engineering, or a closely related technical discipline.
• 6+ years of experience leading and managing technical support engineering or software engineering teams , preferably within high-scale, technically complex, or fast-paced environments.
• Proven experience leading highly skilled engineering teams , with the ability to empower senior individual contributors while maintaining clear technical and operational direction.
• Deep technical expertise in application development, infrastructure, or related engineering domains , combined with a strong understanding of operational reliability and customer-facing technology.
• Strong experience with technical troubleshooting and complex escalations , including the ability to understand difficult technical issues and guide teams toward practical solutions.
• Demonstrated ability to influence Product and Engineering roadmaps using customer feedback, support trends, operational insights, and technical analysis.
• An automation-first mindset , with a track record of implementing tooling, AI-enabled workflows, or scalable processes that improve support effectiveness.
• Strong systems-thinking and organizational design skills , with the ability to build processes and operating models from first principles.
• Excellent cross-functional leadership and stakeholder management skills , including experience working with senior leaders and strategic enterprise customers.
• Strong customer orientation and the ability to build trust during critical incidents and high-pressure situations .
• Comfortable operating in ambiguous, rapidly evolving environments , balancing strategic leadership with hands‑on technical involvement when required.
• High integrity, humility, collaboration, and a strong sense of ownership.
• Willingness to support an operating model that provides global 24x7 coverage , including weekends and holidays based on business needs.

Benefits

• Remote work in Toronto, Canada , with the expectation that the role will transition to an in-office arrangement.
• Opportunity to build a new technical support engineering organization from first principles and directly shape its future operating model.
• High-impact exposure to strategic enterprise customers and complex AI-driven technology deployments .
• Opportunity to work closely with Engineering, Product, Sales, Technical Success, and other cross-functional leadership teams.
• Significant influence over support processes, product improvements, engineering priorities, and organizational strategy .
• Leadership opportunity within a highly technical and rapidly evolving AI-focused environment.
• Commitment to an inclusive and equitable workplace , with reasonable accommodations available throughout the recruitment process.
• Additional compensation, benefits, and employment details were not specified in the provided job description and should be confirmed during the hiring process.