Technical Support Team Lead


Vancouver, BC, Canada

Full time

Sep 28

This job is no longer accepting applications.

The Technical Support Team Lead will play an integral role in delivering outstanding support services to our customers.

We are looking for an individual who has 3+ years of experience as a Technical Support Analyst (TSA) and is highly organized, detailed orientated and proactive to enable our TSAs to maintain high levels of engagement with our customers and deliver an elevated level of service to drive customer satisfaction and loyalty.

As a Technical Support Team Lead you will be an advocate for the customer within Visier, coordinating resources between Product, Development, Data Management, Support, Onboarding & Delivery teams, Client Executives and other key stakeholders - while raising the level of product expertise and services within the Technical Support team.

What you'll be doing...

Conduct regular 1:1 meetings with TSAs to provide coaching and mentoring around troubleshooting, problem-solving and best practices around issues and ticket management

Identify individual TSA knowledge gaps and create coaching and mentoring plans to help increase their skills in those areas

Be aware of upcoming changes, new features and product releases and create/coordinate TS advanced training and knowledge transfer

Identify key support issues and action to optimize and or automate, constantly improving the way we deliver support

New hire training and ongoing review of the new hire program for continuous improvement

Documentation - be a champion for knowledge sharing, process improvements, training, etc.

Help to measure and improve key performance indicators (KPIs) including support ticket backlog, ageing cases, first contact resolution, days to resolution, among others

Manage customer escalations and engage the appropriate internal stakeholders to respond

Act as a conduit between our customers and our development team by translating customer needs into actionable feedback for our developers

Monitor ticket priority and ensure the team is responding to high priority tickets swiftly

Review ticket loads of each TSA to help distribute more evenly where needed as well as directing certain issue types to help with training

Carry up to 20% of TSA responsibilities to understand first hand the types of issues the TSAs are working on

Being part of the on-call rotation schedule

Participate in hiring within our department as we grow

What you'll bring to the table...

3+ years’ experience in a support role in a SaaS organization working with enterprise clients

Bachelor’s degree in Computer Science or a related field

Strong familiarity with Analytics, Business Intelligence or data warehousing techniques

Previous experience with a multi-dimensional analytic solution

Knowledge of data and database management systems, with SQL language skills

Ability to match client business requirements with product capabilities

Excellent verbal and written communication skills

Strong analytical and problem-solving skills

Excellent organizational and time management skills

Team player that builds positive relationships with other team members

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