What are the responsibilities and job description for the Technical Support Lead (New Product) position at Canals?
Remote – North America | Full-Time | Canals AI
About Canals
Canals is a bootstrapped, profitable startup transforming wholesale distribution (a trillion-dollar industry) with AI. Our platform integrates seamlessly with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.
We’re a 55-person, fully remote team operating at millions in ARR and growing rapidly — all without outside funding.
The Opportunity
We’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 Do
About Canals
Canals is a bootstrapped, profitable startup transforming wholesale distribution (a trillion-dollar industry) with AI. Our platform integrates seamlessly with the systems distributors already use, automating tedious tasks and reducing failure points in moving physical goods across the globe.
We’re a 55-person, fully remote team operating at millions in ARR and growing rapidly — all without outside funding.
The Opportunity
We’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 Do
- Build 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.
- 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.
- You’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.
- Bootstrapped & profitable: Stability and autonomy — no fundraising distractions or shifting investor goals.
- High impact: You’ll define how a new product line delivers world-class support to global distributors.
- Collaborative culture: Work directly with engineers, designers, and product leaders who care about solving real problems.
- Remote-first flexibility: Work anywhere in North America.
- Product-market fit: Our core platform is scaling fast — and this new product builds on proven momentum.
- Tight-knit, low-ego team: Join a group of builders passionate about excellence.