Technical Solutions Manager (15-month maternity coverage)

PressReader is a rapidly growing technology company that partners with the world’s leading publishers to deliver content to millions of users in over 160 countries. Our progressive approach to digital distribution has allowed publishers such as The Washington Post, The Guardian, Newsweek, Rolling Stone, The Globe and Mail, and Vogue to find new audiences through business partnerships, including airlines, hotels, cruise ships, libraries, and thousands of other companies worldwide.  

Our technology also powers Branded Editions (BE) - a white-label solution that enables publishers to deliver their digital content in interactive ways. BE allows them to build a customizable platform that supports a wide range of revenue opportunities. 

 We are excited to offer an opportunity for a Technical Solutions Manager to join our Sales Enablement and Operations department. This is a temporary full-time position (15 months) to cover a maternity leave. You'll be part of a dynamic, solution-focused, and energetic team. 

As a Technical Solutions Manager, you will oversee the design, implementation, and optimization of technical solutions to meet business needs. You will collaborate with your stakeholders to troubleshoot issues, streamline processes through automation, and ensure the effective use of technologies like CRM and SaaS platforms. 

In this role, you will:  

• Ensure successful technical setup, deployment, and ongoing support for customers, while managing timelines and expectations for timely delivery of solutions.  

• Identify, troubleshoot, and resolve technical issues, minimizing customer downtime and ensuring smooth customer experiences.  

• Collaborate with cross-functional teams (Sales, Implementation, Development, QA) to address customer issues, provide product enhancements, and improve internal processes.  

• Serve as the primary point of contact for the B2B Team on technical inquiries and escalated support cases.  

• Lead and mentor a team of Tier 1 and Tier 2 Technical Support Analysts, ensuring high-quality customer service and timely issue resolution.  

• Oversee the monitoring of support queues, ensuring professional responses to customer inquiries.  

• Maintain a comprehensive knowledge base for complex PressReader implementations and document common issues and solutions for internal teams.  

• Manage escalations and collaborate with internal teams to resolve critical service-impacting issues and ensure the quality and reliability of solutions.  

• Track and document customer activity, support cases, and product feedback in the CRM system for accurate reporting and follow-up.  

• Perform product integration check-ups, assist with configurations/installations, and assist Territory Managers and Account Managers with account maintenance.  

• Identify at-risk customers or data sets and collaborate with internal teams to mitigate risks.  

• Participate in product testing and review bug reports, providing actionable insights for product improvements.  

• Foster collaboration between remote and internal teams to optimize IT systems and processes, ensuring effective troubleshooting of issues like authentication and remote access.  

• Support the recruitment and training of new team members, conduct performance evaluations, and provide mentorship.  

• Ensure timely and accurate documentation of feature requests, bugs, and other product issues for the QA and Product teams.  

• Provide after-hours support as needed through on-call rotation 

 You are a great fit if you have: 

• 3+ years of experience in Technical Solutions Management. 

• Expertise in CRM and SaaS platforms. 

• Excellent troubleshooting skills. 

• A collaborative mindset and strong team spirit. 

• A passion for automating manual processes. 

• Exceptional interpersonal skills. 

• The ability to adapt while maintaining clear boundaries. 

• A keen eye for detail and the ability to prioritize effectively. 

 Bonus points if you: 

• Have experience working in a multicultural organization. 

• Can work across different time zones. 

• Have a strong interest in the tech sector. 

Why us for your next career adventure? 

PressReader offers a hybrid work environment to balance the flexibility of working from home and being together to collaborate, celebrate, and connect. This position is based in our Richmond, BC office and requires to be on-premises two (2) days a week. When not in the office, employees have the opportunity to work remotely. 

 PressReader is committed to providing a fair compensation package which include a 100% employer-paid health, dental, and vision benefit plan; 15 paid vacation days to start; health and wellness days and bereavement days; reimbursements for professional training and membership in professional associations; fitness subsidy and more, along with a chance to be working with amazing people. The pay range for this role is $70,000 to $75,000 depending on experience.  

 We thank everyone who is interested in our role. Only qualified candidates legally eligible to work in Canada will be directly contacted for this position. 

 If you don’t see yourself fully reflected in every job requirement listed for this job, we still encourage you to apply. We are committed to creating a more equitable, inclusive and diverse company and we welcome applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, sexual identification, and life experiences. If you require accommodation in completing any pre-employment assessments or applications, interviewing, or otherwise participating in the recruitment process, please email people@pressreader.com. 

 Finally, sometimes emergencies happen and you may need to reschedule an interview. We understand. Please let us know without worrying about losing the opportunity or your credibility. 

To apply, please submit your resume, and a cover letter explaining why you are the right person for this role. 

This is a great opportunity for the right candidate.  

We can’t wait to meet you!