Technical Customer Success

• Lead a distributed network of factory-based and regional technical support personnel
• Own advanced escalation for complex product issues
• Standardize support processes, tools, and documentation across all product lines
• Align technical support across Generation, CBM, and Grid & GIS sites
• Establish common diagnostics, troubleshooting methodologies, and knowledge management
• Provide technical support during commissioning, deployment troubleshooting, and after-warranty support
• Own and standardize global case intake and management processes using Salesforce
• Implement automation and AI-enabled capabilities for case intake, routing, triage, assignment, prioritization, knowledge base, and self-service tools
• Establish a single global customer entry point for technical support
• Act as the primary integration and escalation authority between Field Service, Engineering, and Quality
• Define escalation pathways and ownership boundaries
• Escalate systemic product and design issues and drive reliability, robustness, and serviceability improvements
• Link support cases with engineering systems such as JIRA
• Provide technical ownership for NCR, RMA, and field failure inputs
• Support root cause investigations and corrective actions
• Define and manage global KPIs including resolution cycle time, first-time fix rate, repeat failure rates, and customer satisfaction
• Lead structured root cause problem solving and standardize PIR processes globally
• Establish and enforce global TST governance, review forums, escalation frameworks, ownership, and decision rights
• Own global support systems, ticketing, knowledge base, and analytics platforms
• Ensure alignment with QMS processes and governance requirements
• Drive visibility and reporting of technical issues, systemic risks, and performance trends

Manager, Technical Support – Projects & Services, Global

• Lead two squads of 11 engineers across the Trust Center and Questionnaire products
• Deliver consistently and sustainably against a clear product roadmap
• Set a high-accountability, high-ownership delivery culture through weekly goal tracking, tech spec reviews, and proactive project visibility
• Partner with product and design to shape roadmap priorities, make tradeoff decisions, and ensure engineering has a strong voice in what gets built and why
• Engage in technical decisions, read specifications, participate in architecture discussions, and guide sound engineering choices
• Attract, grow, and retain strong engineers; manage and uplevel senior individual contributors
• Work cross-functionally with GTM, the AI Platform team, and other partners to identify opportunities, clear blockers, and ship for the business
• Contribute to Vanta’s engineering culture by building scalable processes, norms, and practices
• Lead roadmaps for automating inbound customer assessments and helping customers project trust transparently to their customers

Engineering Manager, Customer Trust

• Own the health of the Zendesk queue
• Serve as the first point of contact for critical, high-impact escalations
• Participate in the 24/7 on-call rotation, including weekends
• Coach and mentor Customer Success Engineers
• Help close capability gaps through training, hiring, and documentation
• Lead complex technical investigations, including debugging, source code analysis, and root cause analysis
• Drive process improvements, automation, and AI adoption
• Build trusted senior-level relationships with key Enterprise customers
• Partner with Account Management to identify customer risk early
• Feed support data to Product and Engineering
• Evolve support policies as Tyk scales
• Represent Customer Success Engineering in company-wide initiatives

Technical Customer Success jobs in Canada

Manager, Technical Support – Projects & Services, Global

Engineering Manager, Customer Trust

Customer Success Engineer, Pod Lead