52 Technical Support Manager jobs in Canada

Job Description

Company Description

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $ million to US 100M ARR in just eight years has been marked by significant growth and achievements. With our 350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

The Senior Manager, Technical Product Support at Assent provides strategic leadership and oversight for our Technical Product Support organization. This critical role directly manages multiple Support Managers and teams across all technical tiers—including Technical Associates, Technical Analysts, and Technical Support Architects. The Senior Manager will drive exceptional customer experiences and operational excellence for both Assent’s direct customers and their suppliers.

This leader is responsible for creatively resolving complex technical issues, managing critical customer escalations, establishing and monitoring meaningful performance KPIs, clearly defining best-in-class customer experiences, and strategically determining the scope of technical support functions within Assent’s dynamic support environment.

• Directly manage multiple Technical Support Managers, each overseeing teams of Technical Associates, Analysts, and Technical Support Architects.

• Foster professional growth within your teams, ensuring agents and managers consistently perform at high levels against clearly defined KPIs.

• Provide ongoing coaching, mentoring, and performance management to drive sustained team excellence and employee engagement.

• Clearly define and communicate Assent’s standards for outstanding customer and supplier support experiences.

• Proactively identify improvement opportunities to ensure seamless and exceptional service delivery for direct customers and suppliers.

• Engage directly in critical escalations, creatively resolving complex customer issues while clearly managing and setting appropriate expectations.

• Establish, refine, and effectively monitor key performance indicators (KPIs) that measure team performance and customer satisfaction.

• Identify and strategically determine which support-related functions and tasks should reside within the technical support organization, managing the projects required to integrate these responsibilities effectively.

• Ensure operational processes are efficient, scalable, and consistently deliver high-quality technical support.

• Maintain strong technical expertise, capable of engaging directly with Technical Support Architects and other teams in complex troubleshooting and escalations.

• Provide guidance and strategic leadership during high-impact customer and supplier escalations, ensuring timely and effective resolutions.

• Oversee thorough documentation and proactive knowledge-sharing of technical solutions and best practices.

• Serve as the primary liaison and advocate between Assent’s Technical Product Support organization and internal teams including Engineering, Product, Customer Success, and Operations.

• Lead cross-functional initiatives focused on continuous improvement and proactive management of customer and supplier relationships.

Education and Experience

• Bachelor’s degree required; advanced degree preferred.

• 7-10 years experience in Technical Product Support, Customer Success, or related fields.

• Minimum of 5 years experience managing managers and multiple support teams.

Knowledge, Skills & Abilities 

• Proven ability to define and implement standards for exceptional customer and supplier experiences.

• Demonstrated success identifying and integrating technical support tasks and functions into the broader technical support organization.

• Experienced in creating, implementing, and managing effective KPIs and performance strategies.

• Exceptional problem-solving and creative solution capabilities, particularly in managing complex customer and supplier escalations.

• Strong communication skills, with the ability to clearly set and manage expectations internally and externally.

• Deep technical expertise in advanced troubleshooting, API integrations, database management (SQL), Salesforce CRM, and related analytical tools.

• Ability and comfort in directly participating in and guiding complex technical escalations.

• Familiarity with AI-driven and automation-based support solutions is highly desirable.

Key Success Metrics

• Improved customer and supplier satisfaction and retention through clearly defined and consistently delivered support experiences.

• Demonstrable improvement in team performance against clearly defined KPIs, reflecting measurable professional growth for managers and agents.

• Effective identification, integration, and management of tasks and functions within Assent’s technical support organization.

• Positive impact in reducing escalations and enhancing operational efficiency.

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

• Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.

• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact and we will be happy to help.  

Job Description

Salary:

Do you want to join a diverse and global team that is revolutionizing the cardiovascular healthcare industry? Circle CVI is hiring!

About Circle Cardiovascular Imaging:

Circles vision is to enable healthier Lives through better imaging by transforming cardiac magnetic resonance imaging (MR) and other advanced imaging technologies to improve Cardiovascular Care. Circle Cardiovascular s CVI42 is the Cardiac MR market leader imaging processing software.

Circle Cardiovascular Imaging (Circle) designs, builds, and implements the best-in-class cardiovascular Magnetic Resonance Imaging solutions. At the heart of everything we do is our unrelenting drive to continually offer better solutions for healthcare providers that improve healthcare outcomes. This fuels our creativity, informs our decisions and it is the reason we are passionate about our work and most importantly why we are successful. We are careful stewards of resources focused on optimizing both customer and investor value. We strive to make Circle a place where employees are highly valued, engaged, and have opportunities for professional development. Our roots are medical and digital, our passion is contagious, and our people are amongst the best.

Position Overview:

The Regional Manager, Technical Solutions and Support will provide remote and onsite technical software support for Circle Cardiovascular Imagings products to Circle customers globally with a primary responsibility for North and South America. The position will be located within Circles corporate office in Calgary. The regular working hours for this position are scheduled between 8:00 am to 5:00pm local time, however, due to the need for 24 X 7 support, this position will require some off-hour response to customer problems until such time as a formal shift rotation schedule can be developed.

The Regional Manager, Technical Solutions and Support will seek to excel at developing and executing Circles product deployment strategy, and manage the customer facing IT and support function to prevent and solve customer problems; to analyze, categorize and prioritize customer issues; to provide consultative services on customers system infrastructure; to provide solutions architecture for enterprise customers needs; to work closely with and inform product and development functions to meet the needs of the end-user; and to assist customers to design system configurations to facilitate optimal care workflows. The Regional Manager, Technical Solutions and Support will be responsible for managing a team to provide support for Circles comprehensive product mix, aligned with customer needs.

The Regional Manager, Technical Solutions and Support will report directly to the Senior Director, IT and Support.

General Responsibilities:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required by the launch of a new product. The ideal candidate will be flexible and adaptable to fast-moving environments and will be comfortable responding to the changing needs of the customer.

• Maintaining an excellent knowledge of Circles product suite and the fields of Cardiac and Neurovascular Imaging.
• Manage a team within an environment that strives to provide exemplary service to the End Users and Distributor/OEM partners within the confines of department budget.
• Actively engage customer IT professionals during pre and post sales process to understand site infrastructure/architecture, advise IT professionals on optimal installation configurations, and clearly communicate expectations on performance and support to end-users.
• Seek to ensure escalated pre-and-post sales situations are handled promptly and consistently.
• Assist in the design, development and maintenance of solution support tools and systems.
• Remote technical support to solve customer questions, including analyzing, categorizing and prioritizing customer issues, understanding customer infrastructure, and providing recommendations for dealing with performance, system capacity and business continuity issues.
• Documentation of all customer feedback / issues and communicating those issues through our ticketing system channel.
• Assist in remote installation and configuration support for Circle products for customer sites.
• Assist in the development, enhancement, documenting, communicating and promotion of the adherence to any department procedures.
• Assess the companys needs and support initiatives that improve the companys ability to deliver exemplary customer support experience.
• Be able to provide system solution architecture recommendations to align with customer enterprise workflows and IT infrastructure.
• Be a role model for the company culture.
• Travel will be required to provide on-site customer visits, conferences, trade shows, conducting and receiving training; travel is expected to be no more than 20% of work time.

Required Skills/Experience:

• 10 to 15 years of experience in progressively senior roles within Solutions Architecture, System Administration or IT Support functions, preferably in the Medical IT sector, including some degree of Management level experience.
• Outstanding leadership, collaboration and interpersonal skills; professional presence and behavior with the ability to handle diverse situations.
• Outstanding listening, comprehension and clear, concise and grammatically correct oral and written communication skills.
• Experience with stroke workflow is desirable as is experience with Magnetic Resonance and/or Computed Tomography.
• Enterprise level infrastructure experience that includes high availability configurations preferably in large medical settings (Hospital, etc.).
• A solid understanding of LAN and WAN networking, switching, routing and firewalls.
• Experience with medical industry software and hardware is highly desirable; DICOM, PACS and HL7.
• Significant experience with system software / technologies such as virtualization (VMWare, Citrix), GPUs, Windows desktops, Mac desktops, Client-Server solutions, cloud solutions, Windows Server, Linux and LDAP/Active Directory.
• Detail oriented and have excellent follow through skills.
• Coding / previous software development experience is highly desirable/required.
• Scripting and/or DevOps experience including experience with related toolsets and best practices is desirable.
• Exposure / experience with cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly desirable.
• The ability to speak additional languages fluently would be beneficial.

Educational Requirements:

• A Computer Science degree or equivalent in real-world experience.
• An academic background or industry experience in the medical industry; exposure to the fields of Cardiology, Neurology, and medical imaging are all highly desirable.

About the Benefits:

• Competitive compensation and vacation
  
• Transportation allowance
• Flexible working arrangements
• Employee Wellness Program
• Professional development and tuition reimbursement program
• Gratifying internal recognition/kudos programs
• Annual salary review based on company and individual performance
• Fun, inclusive, ego-free environment where diversity and individual thoughts are encouraged and valued

Upon joining Circle CVI, you will be welcomed into a collaborative and supportive company with uncompromising values on quality, innovation, culture, and customer service. Join us in changing the medical technology world and submit your application below!

#LI-Onsite

Job Description

We are looking for a dynamic customer service oriented Help Desk Analyst to join our client's IT team. The right candidate has an in-depth knowledge of PC operating systems and configuration, installations, upgrades, problem identification and resolution.

Responsibilities:

• Providing First Level PC network and technical support to users on routine or non-complex problems on all desktop issues
• Installing and configuring a Microsoft Windows 10 environment and preparing system installs and application management
• Supporting MS Office 365
• Supporting Microsoft Teams environments
• Supporting Virtual Desktops (VMware)
• Supporting Adobe Acrobat DC
• Working within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system
• Maintaining hardware inventory, asset database and systems documentation
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Re-installing/imaging desktops and laptops as needed
• Installing, configuring, desktop and network printers
• Assisting with security-related updates or patches
• Supporting the audio and video infrastructure including configuration and operating audio and video equipment as required for scheduled and ad hoc events
• Performing other duties as assigned

Requirements:

• Diploma in Computer Science/Engineering or equivalent experience.
• 1 to 3 years of experience in a technical support or IT customer service environment.
• Desktop Hardware knowledge: CPU, memory, power supply, configuring and installing PC hardware, internal modules and general troubleshooting
• CompTIA certified candidates will be given preference
• Detailed oriented, superior problem solving and troubleshooting ability
• Commitment to customer satisfaction through planning follow-up
• Excellent communication and customer service skills
• A proven track record of working with users at various ability levels
• The ability to use good judgment and multi-task within an ever-changing environment
• Experience in a 24×7 environment delivering high availability or mission-critical applications
• A minimum of three years of related work experience preferably in a legal or corporate environment

Perks:

• Competitive salary
• Paid vacation
• Health and dental benefits
• Flexible work arrangements

If this sounds like the right fit, please click and apply to this posting.

Job Description

bout the Role:
We are looking for a proactive Help Desk Technician to provide technical support and assistance to end-users. The ideal candidate will have strong problem-solving skills, a customer-focused mindset, and hands-on experience in troubleshooting hardware, software, and network issues.

Key Responsibilities:

• Provide first-level technical support to users via phone, email, or in-person for hardware, software, and network issues.

• Troubleshoot and resolve technical problems related to desktops, laptops, printers, and other peripheral devices.

• Assist with installation, configuration, and maintenance of IT equipment and software.

• Escalate complex technical issues to higher-level IT staff or specialized teams when necessary.

• Document support requests, solutions, and technical procedures for future reference.

• Maintain inventory of IT equipment and ensure proper tracking of assets.

• Assist with user account management, password resets, and access permissions.

• Stay updated with emerging IT trends, tools, and best practices.

Required Qualifications:

• Associates or Bachelors degree in Information Technology, Computer Science, or a related field.

• Proven experience in IT support, helpdesk, or technical troubleshooting.

• Knowledge of operating systems (Windows, macOS, Linux) and common software applications.

• Familiarity with network configurations, hardware, and peripheral devices.

• Strong problem-solving, analytical, and communication skills.

• Ability to work independently and as part of a team.

Preferred Qualifications:

• Certifications such as CompTIA A+, ITIL, or Microsoft Certified Professional (MCP).

• Experience with ticketing systems and remote support tools.

• Familiarity with cloud services, virtualization, or cybersecurity practices.

• Knowledge of scripting or automation for routine IT tasks.

Benefits:

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and skill development.

• Health insurance and other employee benefits.

• Flexible working hours and remote work options (if applicable).

• Supportive and collaborative work environment.

How to Apply:

Job Description

We are looking for a dynamic customer service oriented Help Desk Analyst to join our client's IT team. The right candidate has an in-depth knowledge of PC operating systems and configuration, installations, upgrades, problem identification and resolution.

Responsibilities:

• Providing First Level PC network and technical support to users on routine or non-complex problems on all desktop issues
• Installing and configuring a Microsoft Windows 10 environment and preparing system installs and application management
• Supporting MS Office 365
• Supporting Microsoft Teams environments
• Supporting Virtual Desktops (VMware)
• Supporting Adobe Acrobat DC
• Working within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system
• Maintaining hardware inventory, asset database and systems documentation
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Re-installing/imaging desktops and laptops as needed
• Installing, configuring, desktop and network printers
• Assisting with security-related updates or patches
• Supporting the audio and video infrastructure including configuration and operating audio and video equipment as required for scheduled and ad hoc events
• Performing other duties as assigned

Requirements:

• Diploma in Computer Science/Engineering or equivalent experience.
• 1 to 3 years of experience in a technical support or IT customer service environment.
• Desktop Hardware knowledge: CPU, memory, power supply, configuring and installing PC hardware, internal modules and general troubleshooting
• CompTIA certified candidates will be given preference
• Detailed oriented, superior problem solving and troubleshooting ability
• Commitment to customer satisfaction through planning follow-up
• Excellent communication and customer service skills
• A proven track record of working with users at various ability levels
• The ability to use good judgment and multi-task within an ever-changing environment
• Experience in a 24×7 environment delivering high availability or mission-critical applications
• A minimum of three years of related work experience preferably in a legal or corporate environment

Perks:

• Competitive salary
• Paid vacation
• Health and dental benefits
• Flexible work arrangements

If this sounds like the right fit, please click and apply to this posting.

English or French

Work must be completed at the physical location. There is no option to work remotely.

Job Description

Hello! We’re FortNine. We help Canadian riders access the knowledge and gear they need so that they can spend less time worrying over logistics, and more time on their wheels. If you’re looking to join a team dedicated to top-notch quality service, promoting staff development, and establishing itself as an industry-dominant leader in the e-commerce space, then we’d love to hear from you!

At FortNine, Operations is in our DNA; we're experts in the space, and we thrive within it! If you are passionate about providing an elite level of service to both customers and your peers, are a problem solver able to combine scrappy start-up execution (as a philosophy; we've been around for almost 20 years!) with a high standard for excellence, and thrive in a fast-paced tech-enabled environment, then FortNine is for you!

Key Responsibilities:

• Order Management: Place orders with vendors within specified timeframes, ensuring timely fulfillment and smooth processing.
• Issue Resolution: Proactively follow up with vendors and couriers to address and resolve any order-related issues, ensuring a seamless customer experience.
• Order Verification & Risk Analysis: Helping in conducting thorough fraud and risk assessments on orders and resolving any payment-related concerns efficiently.
• Communication: Maintain strong communication with customers, vendors, couriers, and banks as needed to support daily operations. A friendly and professional attitude is key—we’re a people-first team!
• Operational Support: Assist the customer service and operations teams by providing timely updates and responses on related tasks. 
   

Job Requirements:

• This position is a full-time on-site position. Candidates must be located in Montreal, QC.
• English & French: Excellent communication skills, both written and verbal.
• Strong Microsoft Excel knowledge. Understanding SQL queries an asset.
• Excellent web research and navigation skills.
• Ability to contribute to a team while also working independently. We don’t believe in micro-managing.
• Ability to work in a fast-paced environment and multitask during a peak seasonal surge, and remain productive during the subsequent off-season.
• Powersports knowledge is not necessary, but is an asset (automotive, motorcycle, off-road, snowmobile, MTB, marine, and ATV).

Bonjour ! Nous sommes FortNine. Nous aidons les motocyclistes canadiens à accéder aux connaissances et à l’équipement dont ils ont besoin afin qu’ils puissent passer moins de temps à se soucier de la logistique et plus de temps sur leurs roues. Si vous souhaitez rejoindre une équipe dévouée à un service d’excellence, favorisant le développement du personnel et cherchant à s’établir comme leader dominant dans le domaine du commerce électronique, alors nous serions ravis d’avoir de vos nouvelles !

Chez FortNine, les opérations font partie intégrante de notre ADN : nous sommes experts dans le domaine et nous excellons dans ce que nous faisons ! Si vous êtes passionné par la fourniture d’un niveau de service d’élite aussi bien aux clients qu’à vos collègues, si vous êtes un résolveur de problèmes capable de combiner l’approche dynamique d’une start-up (comme philosophie, nous existons depuis près de 20 ans !) avec des standards élevés d’excellence, et si vous aimez évoluer dans un environnement technologique rapide, FortNine est fait pour vous !

Responsabilités principales :

● Gestion des commandes : Passer des commandes auprès des fournisseurs dans les délais spécifiés, en assurant une exécution rapide et un traitement fluide.

● Résolution des problèmes : Assurer un suivi proactif auprès des fournisseurs et des transporteurs afin de résoudre tout problème lié aux commandes, garantissant ainsi une expérience client optimale.

● Vérification des commandes et analyse des risques : Participer à des évaluations approfondies des risques et des fraudes liés aux commandes, et résoudre efficacement tout problème relatif aux paiements.

● Communication : Maintenir une communication efficace avec les clients, fournisseurs, transporteurs et banques afin de soutenir les opérations quotidiennes. Une attitude amicale et professionnelle est essentielle – nous sommes une équipe orientée vers les personnes !

● Soutien opérationnel : Assister les équipes du service à la clientèle et des opérations en fournissant rapidement des mises à jour et des réponses sur les tâches associées.

Exigences du poste :

● Ce poste est à temps plein, en présentiel. Les candidats doivent être situés à Montréal, QC.
● Anglais et français : Excellentes compétences en communication orale et écrite.
● Solide connaissance de Microsoft Excel. La maîtrise des requêtes SQL constitue un atout.
● Excellentes compétences en recherche et navigation sur le web.
● Capacité à contribuer à une équipe tout en travaillant de manière autonome. Nous croyons à l'autonomie de chacun.
● Capacité à travailler dans un environnement dynamique, gérer plusieurs tâches simultanément durant les périodes de pointe saisonnière, et demeurer productif lors des périodes creuses.
● La connaissance des sports motorisés n’est pas obligatoire, mais constitue un atout (automobile, moto, tout-terrain, motoneige, VTT, marine).

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Job Description

Role

Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.

Responsibilities

• Provide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 support.
• Diagnose and troubleshoot IT issues, escalating to higher-level support when necessary.
• Assist users with complex IT problems via phone, email, or in-person.
• Document technical issues and solutions in the Helpdesk ticketing system.
• Maintain a high level of customer satisfaction by providing responsive and thorough support.
• Perform software installations, hardware upgrades, and system configurations as required.
• Monitor, track, and resolve reported issues in a timely manner.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Assist with training and mentoring Level 1 Help Desk Technicians.

Requirements

Qualifications

• Degree, diploma, or certificate in Computer Science or a related field, or equivalent work experience.
• Minimum of 2-4 years of experience in a technical support or help desk role.
• Strong knowledge of Windows operating systems, Microsoft 365, and common software applications.
• Experience with hardware diagnostics and repairs, including desktop and laptop systems.
• Familiarity with network concepts and troubleshooting network issues.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Detail-oriented and capable of working effectively under pressure.
• Ability to work both independently and collaboratively within a team.
• Willingness to stay current with technology trends and developments.
• Experience with a Helpdesk ticketing system is preferred.

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• Paid Time Off Benefits
• Weekly Pay Periods
• Employee Assistance Program – Counseling
• DPSP matching program that offers increased matching contributions based on your years of service with the company.