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CarltonOne Engagement ULC

Director of Technical Support

Markham, ON, Canada

The target hiring range for this position is $120,000 to $135,000. · Full-time

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Job details

Pay: The target hiring range for this position is $120,000 to $135,000.
Job type: Full-time
Experience: 8-10+ years of experience in technical support, with at least 4+ years in a leadership or management role
Posting language: English
Posted: Aug 20, 2026

Original job description

CarltonOne is a global B2B technology leader, and part of the Goldman Sachs portfolio, helping organizations around the world reward and inspire exceptional people. Our solutions empower employees to be more productive, sales teams to perform at their best, and customers to stay engaged and loyal.

Our platform powers the global engagement industry, enabling companies to deliver impactful employee recognition, customer loyalty, rewards, sales, and channel incentive programs. We partner with over 450 clients, 500 vendors, and serve 14 million members across 185 countries.

Beyond engagement, every CarltonOne solution drives our eco-action mission: funding tree planting to help restore the planet. To date, we’ve funded over 20 million trees and are on track to plant millions more each year. Learn more at carltonone.com.

About the Opportunity:

We are seeking a strategic and customer-focused Director of Technical Support to lead our growing support organization. This role will be responsible for building and managing a multi-tier team of technical support professionals. You will define and execute the support strategy, drive operational excellence, and ensure exceptional customer experiences across our global client base.

As a key member of our Technical Operations leadership team, you will collaborate cross-functionally with Engineering, Operations, SRE, Product, and Sales teams to align support capabilities with business objectives while championing the voice of the customer throughout the organization

Responsibilities:

Leadership & Strategy

Lead, mentor, and develop a team of technical support professionals across multiple tiers, encompassing both onshore and offshore resources
Foster a culture of ownership, continuous improvement, and customer-centricity within the support organization
Establish clear performance metrics, conduct regular 1:1s, and provide coaching and career development opportunities
Recruit, onboard, and retain top technical support talent while building a diverse and inclusive team
Define and optimize team structure, roles, and responsibilities to support organizational growth

Strategy & Operations

Develop and execute technical support strategy aligned with business objectives and customer needs
Define and track key support metrics including SLAs, CSAT, NPS, first response time, resolution time, and ticket volume trends
Implement and optimize support tools, processes, and workflows to improve efficiency and customer satisfaction
Establish escalation procedures and manage critical customer issues to ensure timely resolution
Lead forecasting to ensure appropriate staffing levels and coverage across time zones
Drive automation and self-service initiatives to improve scalability and reduce support burden

Customer Experience & Quality

Serve as executive escalation point for high-priority customer issues and key account relationships
Analyze support trends and customer feedback to identify product improvements and training needs
Establish quality assurance processes including ticket audits, call monitoring, and performance reviews
Develop and maintain knowledge base articles, documentation, and training materials
Champion continuous improvement initiatives based on customer insights and support analytics
Implement AI based solutions to improve response times, efficiency, and customer experience

Cross-Functional Collaboration

Partner with Engineering, Operations, and SRE teams to communicate customer issues, influence product roadmap, and improve system reliability
Collaborate with Customer Success teams to ensure seamless customer onboarding and support handoffs
Work with Product Management to provide customer feedback and insights that inform feature development
Participate in incident response coordination for major outages, working closely with SRE and Operations teams
Build and maintain strong relationships with stakeholders across the organization

Technology & Systems

Evaluate, implement, and manage support platforms and tools (ticketing systems, live chat, knowledge bases, etc.)
Leverage SQL and data analytics to generate insights, reports, and dashboards for leadership
Maintain working knowledge of Carlton One's technology stack including AWS, Kubernetes, and enterprise software platforms
Stay current with industry trends, emerging technologies, and support best practices

Qualifications:

Bachelor’s degree in computer science, Information Technology, or related field
8-10+ years of experience in technical support, with at least 4+ years in a leadership or management role
Proven track record of building, scaling, and leading high-performing technical support teams
Experience defining and tracking support KPIs (SLA, CSAT, NPS, MTTR, first contact resolution, etc.)
Experience with support platforms such asDevRev, Freshdesk, Salesforce Service Cloud, or Zendesk
Deep understanding of enterprise SaaS platforms, cloud technologies (AWS, Kubernetes), and web application architecture
Strong technical aptitude with working knowledge of SQL, APIs, HTTP, and troubleshooting methodologies
Excellent analytical and problem-solving skills with a data-driven approach to decision making
Outstanding written and verbal communication skills with ability to convey technical concepts to diverse audiences
Demonstrated ability to manage escalations, crisis situations, and high-stakes customer relationships
Strong stakeholder management and cross-functional collaboration capabilities
Strategic thinker with operational excellence mindset and focus on continuous improvement
Proven ability to thrive in a fast-paced, entrepreneurial, rapid growth environment

Nice to Have:

Experience with global support operations and managing distributed teams is an asset
Familiarity with ITIL framework or other support methodology certifications
Knowledge of monitoring and observability tools (Datadog, Grafana, CloudWatch)
Experience with Infrastructure-as-Code practices (Terraform, CloudFormation)
Understanding of CI/CD pipelines and DevOps practices
Proficiency in scripting languages (Python, Bash) for automation and data analysis
AWS certifications or cloud platform knowledge (Azure, GCP)
Experience in the employee recognition, loyalty, or SaaS rewards industry
Experience implementing AI solutions for customer support

Additional Perks:

Here are some additional perks that we provide:

Competitive salary and benefits package.
Health, dental, and vision coverage.
3 weeks’ vacation plus personal days.
Access to our employee benefits portal for exclusive discounts.
Monthly company-wide events, celebrations, and team activities.
Bravo reward points program for recognition and appreciation.
Convenient office location close to public transit.

How to Apply

If this great opportunity looks rewarding to you, let’s connect. Our online application will give you the option to apply to this role directly.

The target hiring range for this position is $120,000 to $135,000. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Vacancy status: This posting represents an active vacancy for which we are currently hiring.

AI Disclosure: Artificial Intelligence (AI) may be used in the hiring process for this role.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, or if you need assistance to accommodate a disability, please contact us with the “Help” button in the application.

We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.

Apply About employer

More about this job

Responsibilities

The Director of Technical Support will lead, mentor, and scale a multi-tier global support team while defining operational strategies to ensure exceptional customer experiences. This role involves collaborating cross-functionally with Engineering and Product teams to drive system reliability, product improvements, and the implementation of AI-based support solutions.

Requirements

Candidates must possess a bachelor's degree and over 8-10 years of experience in technical support, including at least 4 years in a leadership capacity. Proficiency in enterprise SaaS platforms, cloud technologies like AWS and Kubernetes, and strong analytical skills are essential for this role.

Skills

Technical support leadership
SaaS
Cloud technologies
AWS
Kubernetes
SQL
API management
Data analytics
SLA management
Customer experience
Incident response
Team management
Strategic planning
Operational excellence
AI implementation
Troubleshooting

Benefits

Health insurance
Dental coverage
Vision coverage
Vacation time
Personal days
Employee benefits portal
Discounts
Company events
Reward points program

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
SaaS
AWS
Kubernetes
SQL
API
DevRev
Freshdesk
Salesforce Service Cloud
Zendesk
SLA
CSAT
NPS
MTTR
Cloud Computing
Web Application Architecture
Data Analytics
Incident Response
ITIL
Datadog
Grafana
CloudWatch
Terraform
CloudFormation
CI/CD
DevOps
Python
Bash
Artificial Intelligence
Leadership

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