Job DescriptionWe are looking for a technically sharp and client-focused Client Support Lead to own the post-sales technical relationship with our enterprise customers. In this role, you will lead a small team of two Support Specialists, providing mentorship, workload guidance, and technical escalation support while remaining highly hands-on yourself. You will be the bridge between our clients and our engineering teams, ensuring rapid resolution of complex issues across our distributed, cloud-native platform. This role demands both deep technical ability and the communication skills to translate complexity into clarity for customers and stakeholders alike.
QualificationsTeam Leadership- Manage, mentor, and support two Support Specialists in their day-to-day work and professional development.
- Distribute and prioritise incoming client issues across the team, ensuring SLAs are met and no ticket falls through the cracks.
- Conduct regular 1:1s, provide constructive feedback, and help the team build their technical depth over time.
- Act as the primary escalation point within the support team before issues reach engineering.
Client & Escalation Management- Serve as the primary senior technical contact for enterprise clients, owning issue resolution from intake through closure.
- Lead escalation handling for critical production incidents, coordinating internal engineering resources and communicating clearly with clients under pressure.
- Produce high-quality written incident summaries, root cause analyses, and post-mortems for customer delivery.
- Build and maintain trusted relationships with client technical teams, proactively identifying risks before they escalate.
Technical Investigation & Debugging- Perform deep-dive investigations across the full stack: REST APIs, application logs, distributed traces, and database query analysis.
- Debug issues spanning C#/.NET (ServiceStack) services, MongoDB, SQL Server, Redis, and RabbitMQ message queues.
- Analyse CloudWatch, Grafana, and Prometheus metrics to isolate performance bottlenecks and anomalies.
- Use Postman and cURL to reproduce, isolate, and document API-level defects.
- Read and interpret .NET stack traces to pinpoint root causes and communicate findings to engineering teams.
Infrastructure & Environment Support- Support deployment and troubleshooting of virtual environments across AWS (EC2, ECS, EKS) and on-premise infrastructure.
- Work confidently across Linux and Windows, with solid grounding in networking fundamentals (DNS, TCP/IP, TLS, load balancing).
- Assist clients with Docker-based deployments, container orchestration issues, and environment configuration.
Process & Tooling- Track, triage, and prioritise client issues in Jira; maintain accurate documentation in Confluence.
- Contribute to runbooks, FAQs, and internal knowledge bases to enable the team to resolve issues faster and more consistently.
- Continuously improve support workflows, escalation paths, and tooling to scale the support function.
Additional InformationEnvironment / Tech Stack:- Languages & Frameworks: C#/.NET (ServiceStack), REST APIs
- Databases & Storage: MongoDB, SQL Server, Redis, RDS/DocumentDB, S3
- Messaging & Queues: RabbitMQ
- Cloud & Infrastructure: AWS (EC2, ECS, EKS), Linux, Windows
- Monitoring & Observability: CloudWatch, Grafana, Prometheus
- Collaboration & Tools: Jira, Confluence, GitHub, Postman, cURL
Benefits- Comprehensive Group Insurance - including medical, dental, and online telemedicine support via Dialogue
- RRSP Matching Program - plan for your financial future with company contributions
- Wellness Allowance - support for personal well-being (gym, sports, mental health, etc.)
- Team Activities & Events - regular social and team-building opportunities
- Office in Montreal's Old Port - a vibrant and inspiring workspace in the heart of downtown
