Support Manager

What we do We're a B2B SaaS company replacing the spreadsheets, disconnected systems, and manual processes that small and medium-sized manufacturers rely on. Our integrated solution becomes their single system of record for everything. We exist to help them grow their businesses and build better products. We're profitable and growing because we build software that manufacturers actually want to use.

What you'll drive You're not here to just close tickets. You're here to become the person our customers love, the reason they stay, and the force multiplier that helps our team scale. You will:

Handle tier 1 support issues with speed and genuine care

Triage and route tier 2 and 3 issues to the right internal experts

Troubleshoot IT problems with customer implementations

Build support automation, templates, and processes that scale

Own customer-facing communications and proactive outreach

Free up critical capacity from our development and implementation teams

Who you are Must Haves:

Technical troubleshooting ability with servers, databases, networking, and on-premise IT environments

Excellent communication skills to de-escalate tense situations, explain complex issues clearly, and keep customers informed throughout resolution

People skills with empathy, patience, and genuine enjoyment of solving problems for others

Should Haves:

Experience with ERP, MRP, or manufacturing software

Background in IT support or helpdesk management

Comfortable in fast-paced startup environments where you wear multiple hats

Nice to Haves:

Manufacturing experience and understanding of shop floor operations, production challenges, and how manufacturers actually work

Experience building automation and implementing new tools

Interest in exploring how AI can improve support quality and efficiency

What's in it for you

High impact role where you directly shape customer experience and company growth

Work with a profitable company where your efforts free strategic capacity

Build our next generation support infrastructure using the latest and greatest

Remote-first work environment with offices in Collingwood and Oakville

This is a remote-first role based in Ontario, Canada with the ability to travel occasionally to our Collingwood or Oakville offices for in-person collaboration. Proximity to one of these offices is a strong asset.

If you want to be the person customers love talking to, if you thrive on building infrastructure that scales, let's talk.

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