Software Support Manager

Description

Having recognized the advantages of remote work, such as improved employee morale, increased productivity, and positive impacts on both employee wellbeing and the environment, we are proud to be a digital-first company. Our digital-first work environment, combined with our conveniently located offices and collaborative workspaces, provides our team with the freedom and flexibility to work in the most productive way for them.

About us

Tecsys is a fast-growing innovator offering supply chain solutions to industry leading healthcare systems, hospitals, and pharmacy businesses to distributors, retailers, and 3PLs. We work with industry leaders to transform their supply chains through technology. If you thrive on tackling interesting challenges with continuous learning opportunities, then Tecsys could be a good fit for you!

About this Role

We are seeking an experienced and proactive leader to serve as our Software Support Manager. In this role, you will guide a growing team of Technical Support Analysts and Developers to deliver timely bug fixes, provide high-quality post-implementation support, and continuously seek to improve our products based on customer feedback. A core objective of this position is to transform the team so they can handle fixes across any area of the product and provide expert-level development feedback that drives product enhancements.

 Key Responsibilities:

1. Leadership & Team Transformation
• Recruit, mentor, and develop a cross-functional Support & Development team capable of diagnosing and fixing bugs in any part of the product.
• Foster a culture of continuous learning, providing training and development plans that strengthen coding skills, product knowledge, and customer-centric thinking.
• Identify skill gaps, create targeted programs to address them, and guide individuals toward career growth opportunities.
2. Technical Expertise & Issue Resolution
• Become a subject-matter expert on the company’s product suite, architecture, and underlying technologies.
• Lead your team in investigating, prioritizing, and resolving complex technical issues, ensuring minimal downtime and exceptional customer satisfaction.
• Collaborate with Engineering teams throughout the organization to roll outmaintenance releases and platform updates efficiently and with minimal risk.
3. Product Improvement & Customer Feedback
• Act as the conduit between customers, Support, and Development, converting customer and coding insights into actionable product improvements.
• Continuously evaluate problematic themes / support trends to identify opportunities for enhancing product features, performance, and user experience.
• Implement feedback loops with Engineering and Product Management teams to ensure rapid iteration and meaningful updates.
4. Project Collaboration & Go-Live Success
• Work closely with project teams and clients to guarantee each Go-Live is well supported, with the right technical resources and expertise in place.
5. Operational Oversight
• Assess and refine support workflows, making process improvements that drive efficiency, enhance quality, and support scalability.
• Evaluate new tools and technologies to streamline debugging, development, and support processes.
6. Stakeholder Communication & Escalation Management
• Act as the primary contact for internal teams and external clients for any support or escalation needs.
• Maintain clear, proactive communication channels with customers, ensuring they remain informed and confident throughout the support process.
• Partner with cross-functional teams (Engineering, Product, QA, Professional Services) to coordinate solutions and deliver outstanding service.

Qualifications required

• 3 - 5+ years of hands-on management experience
• 5 – 10+ years of developer or software support experience
• Experience:
• Proven track record leading technical support, sustaining engineering, or software development teams.
• Demonstrated success in transforming and scaling teams for broader technical ownership and higher levels of accountability.
• Technical Skills:
• Strong background in software development, code troubleshooting, and full product lifecycle maintenance.
• Familiarity with modern development frameworks, cloud platforms, APIs, and databases.
• Leadership & Strategy:
• Excellent people management skills, with the ability to mentor, inspire, and build a high-performing team.
• Comfort with strategic planning, and process optimization.
• Communication & Collaboration:
• Outstanding written and verbal communication skills, comfortable engaging with both technical and executive-level stakeholders.
• A strong ability to adapt communication style to target audience, with the added ability to synthesize technical information and content.
• Proven ability to handle escalations effectively, maintaining composure under pressure and guiding teams to timely resolutions.
• Strong proficiency in both written and verbal English communication essential for effective correspondence with clients, suppliers, business partners, and colleagues beyond the province of Quebec.
• Problem-Solving & Adaptability:
• Agile mindset and a proven ability to iterate quickly based on changing business needs or customer feedback.
• Strong analytical skills for diagnosing issues, assessing root causes, and implementing robust solutions.

At Tecsys, we are committed to fostering a diverse and inclusive workplace where all employees feel valued, respected, and empowered. We believe that diversity drives innovation and strengthens our ability to deliver exceptional solutions. We welcome and encourage applicants from all backgrounds, experiences, and perspectives to join our team.

Tecsys is an equal opportunity employer. Accommodation is available for applicants selected for an interview.

NB: if you are applying to this position, you must be a Canadian Citizen or a Permanent Resident of Canada.