Manager, Technical Support

Why should you consider joining Auvik?

• You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

• You want to work with a product customers love. People rave about what we’ve built. Our customers are smart, aspirational, and highly technical. It pays to get the details right.

• You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

• You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

We’re looking for an experienced and forward-thinking Manager, Technical Support to lead our Tier 1 team. This is a key leadership role in our Customer Support organization, responsible for delivering operational excellence while scaling the team to meet Auvik’s growing customer base and evolving needs.

You’ll lead a high-performing frontline support team, collaborating closely with Product, Engineering, Sales, and Customer Success to ensure seamless customer interactions and issue resolution. You’ll also partner with a dedicated Team Lead (Ops) and Tech Lead (Enablement) to ensure that the operational and enablement needs of the support team are met. These roles will support you in driving day-to-day effectiveness, training, onboarding, and process excellence across the team.

If you bring deep expertise in technical support operations (ideally within SaaS or network management environments), strong people leadership, and a passion for customer-centricity, we want to hear from you.

What will I be doing?

• Lead and develop the Level 1 Technical Support team, fostering a culture of accountability, empathy, and excellence.
• Set and manage performance targets across KPIs such as CSAT, FRT, ART, ticket deflection, and backlog management.
• Own support scheduling, workforce planning and global coverage models to scale support delivery and meet the demands of a growing, diverse customer base.
• Collaborate with CX, Product, Engineering, Sales, and Customer Success teams to relay customer feedback and optimize handoffs.
• Drive continuous improvement in processes, documentation, tooling, and workflows to support scale and service quality.
• Oversee hiring, onboarding, and training of Support Specialists, including ownership of onboarding plans and QA frameworks.
• Serve as an escalation point for complex technical issues, customer complaints, or team challenges, ensuring clear ownership and resolution.
• Partner with the Tech Lead (Enablement) to deliver skills development programs and knowledge base improvements.
• Leverage operational intelligence to monitor team health, uncover trends,  anticipate challenges, recommend and execute course corrections.

What are we looking for?

• Proven experience in managing customer support, technical support, or service delivery teams, ideally in a SaaS, MSP, or IT infrastructure environment.
• Proven success leading and scaling high-performing technical support teams.
• Deep understanding of support operations and tooling—experience with Salesforce, Zendesk, or similar systems is preferred.
• Experience with network management, monitoring tools, or IT systems is a strong asset.
• Familiarity with AI-driven support tools and practices, such as AI-assisted ticket triage, chatbots, or knowledge base optimization, and a forward-looking mindset for evaluating and integrating emerging technologies.
• Strong documentation skills, including developing and maintaining SOPs, internal knowledge bases, and customer-facing help resources.
• Exceptional communication, coaching, and conflict resolution skills.
• Data-driven mindset with a track record of hitting performance targets.
• Passion for people development, process optimization, and customer advocacy.
• Comfort working in a fully remote, fast-paced, and evolving environment.

About Auvik

Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today, Auvik helps IT teams manage more than four million devices on over 50,000 networks worldwide.

Auvik is one of the fastest growing North American technology companies, and is winner of the Deloitte Technology Fast 50, Deloitte Fast 500, and was recognized as the #1 ranked Canadian company in the FT Americas’ Fastest Growing Companies list.

We’re focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well. Don't have a working webcam? We will help you find a space you can conduct your interview from Have kids or pets in the background? Don’t worry about it. Just let us know what you need when we reach out to schedule and we will make it work! 

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.