The Role

The Senior Manager, Development Support defines the frameworks, standards, and operating model that govern how customer-reported technical issues move from escalation through to resolution. It is the primary operational and strategic bridge across internal teams and stakeholders, ensuring issues are resolved with speed, clarity, and customer confidence.

What You'll Build

• Build, own, and continuously evolve the end-to-end development support process for issues escalated from Customer Care into Development, ensuring clear handoffs, accountability, and visibility at every stage.
• Define and own the SLA framework for development support - setting standards that internal teams are held accountable to, and tracking adherence using data to improve responsiveness and resolution effectiveness over time.
• Own the triage and escalation framework - ensuring the team has the process, tools, and decision authority to move every issue through to resolution or clearly communicated next steps.
• Establish the operating model for development support - defining workflows, cadences, escalation paths, and reporting standards that scale with the organization.
• Manage relationships with stakeholders across internal teams - aligning on priorities, escalations, and resolution expectations.
• Establish and own proactive system monitoring and health reporting - including error rate tracking, performance instrumentation, uptime reporting, and clear standards for how system status is communicated internally and externally.
• Establish communication standards for technical issue updates - defining what good looks like for internal and customer-facing messaging, and coaching the team to execute consistently.
• Lead customer-facing communication on escalated technical issues, either directly or in partnership with internal teams, maintaining customer confidence throughout.
• Analyze support trends and recurring issues to surface systemic gaps - translating findings into actionable recommendations for Product and Development roadmaps.
• Build and maintain executive-facing reporting on support metrics, SLA performance, and improvement opportunities - presenting insights to stakeholders across the business.
• Build and lead a high-performing support team - developing team members to meet growing organizational needs.
• Coach and support team members through regular 1:1s, clear goal-setting, and ongoing performance conversations.

What You'll Bring

• 7+ years of experience in technical support, development operations, technical program management, or a similar cross-functional role in a SaaS environment.
• 2+ years of people leadership experience, including hiring, developing, and managing a team.
• Demonstrated ability to build a function or team from the ground up - establishing process, structure, and standards in an environment where they didn't previously exist.
• Skilled at influencing without direct authority - able to drive accountability and alignment across internal teams.
• Strong project management fundamentals: setting ownership, managing workflows, coordinating follow-ups, and driving work to completion across multiple stakeholders.
• Strong data and metrics fluency - able to design reporting frameworks, interpret support data, and present performance insights to executive and cross-functional audiences.
• Proven ability to communicate effectively with technical and non-technical audiences alike, including translating technical context into clear, professional messaging.
• Able to navigate ambiguity, competing priorities, and time-sensitive escalations with a calm, action-oriented approach.
• Hands-on experience with ticketing and workflow systems (Jira or equivalent) and a strong grasp of how to instrument and report on operational metrics.

Work Location

This role is open to candidates who are located in, and authorized to work in, Canada or the United States, with working hours aligned to the Eastern Time Zone.

For our hybrid employees, we embrace a hybrid-flexible work environment. Most days, you choose the location that best supports your work-your home office or our Waterloo or Toronto offices. On Wednesdays, Axonifers within commuting distance come together for Work from Work Wednesdays-a day designed for collaboration, connection, and meaningful in-person moments.

Whether you are working remotely or in a hybrid environment at Axonify, you will have the tools, resources, and support you need to succeed.

What You'll Love About Axonify:

We offer a comprehensive total rewards package designed to support your wellbeing, growth, and overall success. Here's what you can expect:

Competitive Compensation: The estimated base salary range for this role is:

• $155,000 - $180,000 - $205,000 CAD for candidates based in Canada
• $191,000 - $216,000 - $241,000 USD for candidates based in the United States

These ranges reflect growth from building capability in the role to fully excelling over time, with most new hires joining near the midpoint. Actual salaries may vary within the range, or above or below it, based on factors such as experience, skills, location, and business needs.

Comprehensive Health Benefits: Health benefits from day one to support your overall wellbeing.

Time Off: 4 weeks of vacation, 7 Life Care Days, and a flexible holiday program to choose the religious, spiritual, and cultural holidays that matter most to you.

Wellbeing Support: Wellness Spending Account to support whatever wellbeing looks like for you.

Home Workspace Set-Up: Home Office Spending Account so your workspace works for you.

Family & Future Support: Parental top-up, New Parent Days, and matched retirement savings for a secure future.

Growth & Learning: Professional Development Budget to learn new skills and grow your craft.

Community Impact: Paid Volunteer Time to give back to the causes that matter to you.

In-Office Connection: Tasty Tuesdays in the office every other week because good food brings people together.