What are the responsibilities and job description for the Technical Support Lead position at Canals AI?
About CanalsCanals is a fully remote, profitable startup transforming the industrial supply chain ($10T industry) with AI. Our platform seamlessly integrates with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe. We’re a 70-person team (~45 in engineering), located across North and South America. The RoleWe’re launching a new product and hiring a Technical Support Lead to build and scale the support function for our new offering. You’ll define workflows, shape customer communication standards, and lead a small team of Support Agents while collaborating with Engineering, Product, and Customer Success.This is a hands-on role where you’ll balance leadership with execution — mentoring your team, troubleshooting complex issues, and building scalable processes to maintain our 1-minute average first response time. You’ll work across our multi-product ecosystem, supporting both SaaS and mobile experiences, and help ensure smooth integrations as we expand into new product lines. If you love building structure from scratch, guiding others, and partnering across teams to make new technology successful, this is your chance to have an outsized impact.What You’ll DoBuild and lead the technical support function for a new product line — from first customers to scale.Manage and mentor a small team of Technical Support Agents, ensuring quality, consistency, and responsiveness.Partner with Engineering and Product to triage, reproduce, and resolve complex technical issues across SaaS and mobile products.Establish and refine SLAs, escalation paths, and operational workflows that scale with growth.Monitor and report on key support KPIs, maintaining our 1-minute first response time.Document internal processes, build knowledge bases, and streamline communication between teams.Serve as the escalation point for technically advanced or high-priority issues.What You'll BringTypically, 4 years of experience in technical support or support engineering for SaaS products.Hands-on familiarity with multi-product environments — web and mobile platforms, APIs, and integrations.Strong understanding of APIs, SQL, and modern web application troubleshooting.Prior experience mentoring or leading a support or solutions team.Excellent written and verbal communication skills — able to explain complex topics to non-technical users.Proven ability to build and optimize support processes, SLAs, and escalation workflows.Highly organized, proactive, and comfortable operating in a fast-moving, early-stage environment.Bonus PointsYou’ve supported the launch of a new product or defined early support operations for emerging offerings.You have project management experience or familiarity with agile workflows.You’re comfortable using tools like Postman, Zendesk, and FullStory for debugging and analysis.You’ve worked with non-technical customers in industrial, logistics, or distribution sectors.You’ve partnered with Product and Engineering on mobile app support, release testing, or QA.Why Join CanalsWe're profitable: stability without the chaos of venture pivots.Real-world impact: your work improves global supply chains, saving customers time and reducing waste.Strong engineering culture: we invest in quality and documentation to keep moving fast sustainably.Culture of ownership: moving fast while putting quality firstRemote-first, flexible work environment across North and South America.Stellar product-market fit with tons of customer loveAll star team with diverse backgrounds to collaborate with and learn fromCanals.ai is an equal opportunity employer. In addition to EEO being the law, it is a policy that is fully consistent with our principles. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status such as race, religion, color, national origin, sex, sexual orientation, gender identity, genetic information, pregnancy or age.
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