Quick Summary
Join us in reshaping the $26 billion branded merchandise industry. commonsku is revolutionizing promotional products through our platform, which empowers distributors with a Connected Workflow for seamless project management, quoting, ordering, and collaboration with clients and suppliers.
We are a remote-first, community-driven team focused on elevating our customers and the industry. Our core values—Community First, Ten Steps Ahead, Fast Forward, and Delightful Work—guide our commitment to innovation, collaboration, and work-life balance.
About the Role: Technical Support Manager
We are seeking a Technical Support Manager to lead and elevate the technical support function at commonsku.
This player-coach role involves managing the L3 support function, including technical support engineers and specialists, while actively engaging in complex technical troubleshooting. You will oversee the systems, processes, and personnel crucial for maintaining a smooth customer experience, focusing on timely resolutions, improving SLAs, and enhancing collaboration between Support, Engineering, and Product teams.
The ideal candidate balances hands-on technical expertise with strategic leadership, driving team growth, operational excellence, documentation refinement, and company-wide communication improvements. This is a critical opportunity for building strong teams and solving challenging problems.
About You
We are looking for a builder, not just a problem solver, who embodies our core values:
- A community mindset (Community First): Leading with empathy, collaboration, and accountability, prioritizing customers and the team.
- Momentum and ownership (Fast Forward): Acting quickly and decisively, balancing hands-on troubleshooting with strategic process improvement.
- Vision and boldness (Ten Steps Ahead): Thinking proactively to identify opportunities for smarter processes and stronger systems.
- Joy in the craft (Delightful Work): Finding satisfaction in resolving issues, optimizing processes, and fostering a thriving team environment.
What You’ll Do
- Lead, coach, and develop a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful growth plans.
- Manage the L3 support function and provide direct support for technical escalations and tickets.
- Balance leadership responsibilities with technical execution, serving as both manager and technical contributor as required.
- Own and enhance Service Level Agreements (SLAs), escalation paths, and support processes to guarantee fast, consistent, and high-quality issue resolution.
- Serve as the primary contact for technical escalations, handling triage, debugging, and ensuring prompt customer communication.
- Collaborate cross-functionally with Engineering, Product, and Customer Success teams to address root causes, not just symptoms.
- Refine internal and external documentation and knowledge bases, ensuring access to clear, helpful resources.
- Implement quality assurance and feedback programs to monitor ticket handling consistency and identify improvement opportunities.
- Utilize AI and automation technologies to streamline support workflows and improve the customer experience.
- Analyze and report on performance trends, identifying opportunities for process improvement, cost efficiency, and increased customer satisfaction.
What You Bring
Required qualifications and skills for success in this role:
- 2+ years of experience managing a technical or customer support team within a SaaS environment.
- 7+ years of experience in software development or technical troubleshooting, preferably within SaaS or B2B platforms.
- Proven ability to lead and coach technical and customer-facing roles with empathy and accountability.
- Experience implementing support operations, including Quality Assurance (QA) programs, documentation standards, and escalation workflows.
- Strong debugging and root-cause analysis skills for production-level issues.
- Excellent cross-functional communication skills, capable of explaining complex technical topics to both engineers and non-technical stakeholders.
- Detail-oriented approach with the ability to manage multiple priorities effectively.
- A great sense of humor.
Technical Proficiency Includes:
- PHP, Python, JavaScript
- Django or Symfony (or similar MVC/MVT frameworks)
- React and MySQL
- Web protocols (SSL, OAuth2, etc.) and Git version control
Compensation & Perks
We offer fair and transparent compensation:
The starting salary range is $95,000 - $110,000 CAD, based on experience and skillset, plus a performance-based annual bonus. New hires typically start at the midpoint of this range. We encourage applicants whose expectations fall outside this range to still apply for open discussion.
- Remote-first culture with opportunities for in-person experiences.
- 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 annually (no employee contribution required).
- Twice-yearly company-wide summits (HQ events).
- A delightful team environment.
Location
This is a remote-first role open to candidates eligible to work in Canada (excluding Quebec). While remote work is standard, candidates based in Toronto are preferred, as it is the location of our founding and current HQ.
A Bit More About Us
commonsku provides technology solutions that drive efficiency, growth, and connection for hundreds of promotional products distributors and suppliers.
Our "skummunity" (commonsku + community) is central to our identity, powered by events, education, and shared knowledge. We are scaling our impact to elevate the entire promotional products industry.
A Note About AI
We utilize AI daily at commonsku for efficiency. Using AI tools to draft your resume or cover letter is acceptable, provided the submission accurately reflects your authentic voice and experience.
How to Apply
If this role is a fit, apply now at https://commonsku.com/careers!
We review and respond to every application. Successful candidates will receive an update from our People team, with a phone interview typically being the first step.
Note: Candidates do not need to meet 100% of the requirements. We value potential, learning, and diversity of thought. Tell us why you are excited to join us.
commonsku is an Equal Opportunity Employer committed to building a diverse team that reflects the community we serve. We welcome applicants of all backgrounds, experiences, and identities.