The Team Lead, Product Support leads the Product Support team responsible for delivering reliable product support for Alimentiv's clinical imaging ecosystem. The role drives issue resolution, escalation management, and continuous process improvement while coordinating across multiple customer facing support functions to ensure a consistent and unified customer experience. Acting as a player/coach, the Team Lead participates directly in day-to-day support activities, complex incidents, and high priority escalations to model best practices and accelerate resolution.
Team Leadership & Support Operations (25-30%)- Lead, grow, and mentor Product Support Specialists, setting clear expectations for ownership, accountability, and customer focus.
- Establish team priorities, operating norms, and performance goals, and manage workload, escalation flow, and on call coverage to ensure timely and effective issue resolution.
- Act as a player/coach during complex cases and critical incidents, providing hands on guidance and modeling effective troubleshooting and communication practices.
- Coordinate day-to-day support activities across customer facing support functions to drive consistency in processes, messaging, and customer experience.
Support Strategy & Process Improvement (15-20%)- Define, implement, and continuously improve support workflows, escalation paths, and knowledge management practices.
- Establish and monitor support metrics, analyze trends, and drive improvements to resolution time, quality, and customer satisfaction.
- Identify recurring issues and systemic gaps, and coordinate with cross functional partners to drive durable solutions and reduce repeat incidents.
- Improve support tooling, documentation, and self-service capabilities to increase efficiency and reduce reliance on engineering teams.
Direct Technical Support & Issue Resolution (30-35%)- Actively handle support cases alongside the team, providing hands on investigation and resolution across a range of issue types and severities.
- Serve as an escalation point for complex or high impact issues, leading deeper technical analysis and coordinating response as needed.
Cross Functional Coordination & Stakeholder Communication (10-15%)- Lead coordination across customer facing support functions to ensure consistent processes, messaging, and customer experience.
- Communicate support trends, risks, and systemic issues clearly to stakeholders, enabling informed prioritization and decision making.
QUALIFICATIONSRequired:- 3+ years of experience in technical product support or customer facing technical roles, including hands on issue investigation and resolution.
- Demonstrated experience leading, mentoring, or guiding support team members while remaining actively engaged in day-to-day support work.
- Strong troubleshooting skills across software and hardware-based systems, with the ability to diagnose issues, identify root causes, and drive resolution.
- Experience coordinating support activities across teams to deliver a consistent and effective customer support experience.
- Ability to establish and improve support processes, metrics, and documentation to increase efficiency and reduce repeat issues.
- Clear, concise communication skills, with the ability to translate technical issues into actionable insights for diverse audiences.
Preferred:- 5+ years of experience in technical support, service operations, or related roles with increasing responsibility.
- Experience supporting products in regulated, clinical, or healthcare adjacent environments.
- Familiarity with ITSM and issue tracking platforms such as ServiceNow and Jira.
Exposure to knowledge base management, self-service tooling, or support automation
$69,000 - $115,500 a year
Extended Health Benefits:
- Health
- Drug
- Dental
- Vision
- Out of Province/Country Emergency Health
Insurance & Protection:
- Accidental Death & Dismemberment (AD&D)
- Life Insurance for you and your family members
- Short- and Long-Term Disability
Retirement Savings:
- Group Retirement Savings Plan (7% employer match with 5% employee contribution)
Wellness & Lifestyle Perks:
- Education Reimbursement of up to $1,050 CAD (or local equivalent) annually for eligible expenses
- Summer Hours Program
- Work Abroad Program - enjoy up to 4 weeks per year of remote work outside your home region
Performance & Recognition:
- Short-Term Incentive Program of up to 8% of salary
