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Client Solutions Manager - Global Business Solutions - Canada
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Regional Sales Manager - Instrumentation
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Field Specialist I, Production Technology Services
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Added 45 mins ago
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BUSINESS SYSTEMS ANALYST
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Kaleidescape

Customer Technical Support Manager

Waterloo, ON, Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 10, 2026
Posting language: English
Posted: Nov 10, 2026

Original job description

Manager, Customer Support

Location: Waterloo, Ontario, Canada (On-site)

About Kaleidescape

Kaleidescape is the industry leader in high-fidelity home theatre entertainment, delivering an unparalleled cinematic experience through cutting-edge hardware, software, and digital movie technology. Our fully integrated entertainment platform brings together proprietary movie players, servers, software, and a premium digital movie store to deliver reference-quality video, lossless audio, and an award-winning user experience. For 25 years, we have pioneered how people experience movies at home. Headquartered in Silicon Valley, with our principal engineering team in Waterloo, Ontario, Kaleidescape continues to push the boundaries of home entertainment while expanding its presence in the global premium entertainment market.

About the role

Kaleidescape is seeking a technically capable manager to lead our small remote customer support team.

You will deliver exceptional support to customers and dealers while developing the team and improving the processes, tools, and knowledge resources that support consistent, scalable service.

This is a hands-on, cross-functional leadership role. You will guide complex escalations, help solve technical issues, develop your team, and work closely with Engineering, Product Management, and Sales to improve the customer experience.

Travel to the Company's main office in Mountain View, California may be required.

What you will do

Lead and develop the team. Mentor and coach support professionals, set clear expectations, and build a culture of accountability, collaboration, and continuous improvement.
Own customer and dealer resolution. Ensure responsive, professional, and empathetic support. Personally manage sensitive or complex escalations and drive issues through to resolution.
Build team capability. Establish onboarding and ongoing technical and customer-service training. Maintain documentation, knowledge bases, and dealer resources that help the team and customers succeed.
Improve support operations. Strengthen workflows, case management, service quality, and performance reporting. Introduce automation, AI-assisted tools, and self-service capabilities where they improve efficiency, consistency, and customer experience. Establish and monitor meaningful performance metrics.
Solve and prevent technical issues. Oversee troubleshooting of complex product, networking, and system-integration issues. Partner with Engineering and Product Management to resolve recurring problems and turn customer feedback into product improvements.
Support revenue opportunities. Identify relevant product, upgrade, and service opportunities, and partner with Sales to track and pursue them against agreed revenue goals.

What you bring

Experience leading, mentoring, coaching, or managing technical support professionals.
Exceptional communication skills, with strong empathy, diplomacy, and conflict-resolution abilities.
Strong technical aptitude, analytical thinking, and structured troubleshooting skills.
Proven initiative in improving processes, implementing tools, and increasing operational efficiency.
Experience with customer support platforms, case management systems, and performance reporting.
Strong organizational skills, sound judgment, and the ability to manage competing priorities.
A customer-first mindset with a passion for developing people and delivering excellent service.
Experience in technical support, IT, consumer electronics, or a related technical field.

Preferred, but not required:

Experience with high-end audio/video systems, home automation, networking, or consumer electronics.

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead and develop the customer support team, manage complex customer and dealer escalations, and improve training, documentation, workflows, tools, and performance metrics. Partner with Engineering, Product Management, and Sales to resolve recurring technical issues, improve the customer experience, and pursue relevant revenue opportunities.

Requirements

The role calls for experience leading or coaching technical support professionals, strong communication and conflict-resolution skills, technical aptitude, and structured troubleshooting ability. Candidates should have experience with support platforms, case management, performance reporting, and process improvement; experience with high-end audio/video, home automation, networking, or consumer electronics is preferred.

Skills

Technical Support Leadership
Team Mentoring And Coaching
Customer Service
Dealer Support
Escalation Management
Technical Troubleshooting
Networking
System Integration
Process Improvement
Case Management
Performance Reporting
Knowledge Base Management
Cross-Functional Collaboration
Customer Communication
Conflict Resolution
Operational Efficiency

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Technical Support
Dealer Support
Home Theater
Consumer Electronics
High-End Audio/Video
Home Automation
Networking
System Integration
Technical Troubleshooting
Escalation Management
Case Management
Support Platforms
Performance Reporting
Knowledge Bases
Customer-Service Training
Process Improvement
Workflow Management
Automation
AI-Assisted Tools
Self-Service Capabilities
Customer Experience
Product Improvements
Revenue Goals
Digital Movie Technology

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Jobs in Canada