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Technical Support Manager

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About Shakudo and the Job

At Shakudo, we are building the world’s first operating system for data and AI. We use the term "operating system" in the truest sense of the word. Like iOS, Windows, and Linux, Shakudo’s end-to-end OS offers ever-evolving, automatically operated, best-of-breed open-source components tailored to each business's unique needs.

As we continue to scale, we are looking for a Technical Support Manager to lead our global Technical Support team of three specialists. This individual will ensure high-quality technical support, optimize team performance, and contribute to the continuous improvement of customer experience. While we prefer candidates based in Toronto, we are open to hiring strong candidates in other locations if necessary.

What you'll do

Team Leadership & Management: Lead and manage a team of 2-3 Technical Support Specialists operating across different time zones to provide 24/7 global support.
Process Optimization: Develop and refine support workflows, ensuring efficient ticket handling, issue resolution, and escalation procedures.
Customer Issue Resolution: Act as a senior escalation point for complex technical issues, collaborating closely with engineering and product teams to drive timely resolutions.
Documentation & Knowledge Sharing: Maintain and enhance documentation for troubleshooting guides, best practices, and internal knowledge bases to improve team efficiency.
Performance Monitoring & Reporting: Track team performance, analyze support trends, and provide insights to improve operational efficiency and customer satisfaction.
Cross-functional Collaboration: Work closely with engineering, product, and sales teams to address recurring customer concerns and contribute to product improvements.
Hiring & Training: Participate in recruiting, onboarding, and continuous training of Technical Support Specialists to build a high-performing team.

What You’ll Bring

4+ years of experience in technical support or IT helpdesk roles with Data and AI based companies, including at least 1-2 years in a leadership or management capacity.
Strong technical background in AI, DevOps, or cloud-native technologies with experience in troubleshooting complex environments.
Proficiency in managing support for containerized environments (Kubernetes, Docker).
Hands-on experience with AI/ML workflows, including tools such as MLflow, TensorFlow, PyTorch, and OpenAI integrations.
Familiarity with cloud platforms (AWS, Azure) and monitoring tools such as Prometheus and Grafana.
Strong written and verbal communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
Experience with ticketing and issue-tracking systems (e.g., Zendesk, ServiceNow).Ability to manage a remote, globally distributed team and coordinate effectively across time zones.
A proactive approach to problem-solving, with strong analytical and decision-making skills.

Schedule & Shift Management

To provide 24/7 global support, the team will operate across three time zones.

The Technical Support Manager will be responsible for scheduling and optimizing shift coverage to ensure seamless global support.

:India Standard Time (IST): Covers APAC and early EU hours (e.g., 12:00 AM - 8:00 AM EST).
Eastern Standard Time (EST): Covers North America and late EU hours (e.g., 8:00 AM - 4:00 PM EST).
Pacific Standard Time (PST): Covers late North America, facilitating handover to APAC (e.g., 4:00 PM - 12:00 AM EST).

Shakudo is an equal opportunity employer and encourages candidates of all backgrounds to apply. We foster diversity and inclusivity and welcome applications from a broad range of backgrounds and experiences.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Technical Support Manager, Shakudo

At Shakudo, we're on an exciting journey to build the world’s first operating system for data and AI, and we're on the lookout for a Technical Support Manager to join our Toronto-based team. This crucial role involves leading a global team of passionate Technical Support Specialists as they provide top-notch service across various time zones. You’ll be in the driver’s seat, ensuring that our customers receive high-quality technical support while also optimizing team performance. Your expertise will come into play as you resolve complex technical issues, working closely with our engineering and product teams to enhance customer experiences. With a focus on developing and refining support workflows, you'll create efficient processes for handling tickets and issue resolutions. You'll also maintain essential documentation and encourage knowledge sharing to boost team effectiveness. Moreover, you will monitor team performance and provide insights to advance operational efficiency and customer satisfaction. If you have a strong background in AI and cloud technologies and over four years of experience in technical support, including leadership roles, we want you on our team! Let's make tech support transformative together at Shakudo, where your proactive problem-solving approach will help us continue to innovate and grow!

Frequently Asked Questions (FAQs) for Technical Support Manager Role at Shakudo

What are the responsibilities of a Technical Support Manager at Shakudo?

The Technical Support Manager at Shakudo is responsible for leading and managing a global support team, optimizing support workflows, resolving complex customer issues, maintaining documentation, and collaborating with other teams to enhance product performance.