Product & Technical Support Lead

Product & Technical Support Lead

We’re looking for a Product & Technical Support Lead to build samdesk ’s support function from the ground up.

This is a builder role. Today, support at samdesk happens in the gaps between other people’s jobs. You’ll turn that into a real system: a ticket classification scheme that tells us something useful, a triage process with clear severity levels, a help centre customers actually read, and a scalable tech touch approach for our growing base of smaller accounts. You’ll also be close to the product itself. Alert quality is what our customers pay for, so you’ll review alerts both proactively and in response to customer reports, and you’ll own the monthly reporting loop that turns support signal into product priorities.

We are open to remote candidates already residing in Canada, working on an eastern time zone to support global operations.
Who We Are

Samdesk is a global disruption monitoring tool that delivers real-time crisis alerts powered by AI. We make sense of the world’s most valuable real-time data sources with the purpose to create a safer world. Our mission is to help our users act faster, with more confidence, at a time when action can make the biggest difference. samdesk is backed by leading global investors and is headquartered in Edmonton, Alberta, with team members in multiple regions including North America, Europe, and Asia Pacific.

We are a growing team of dreamers and builders, supporting large global customers around the world. Check us out! www. samdesk .io
The Highlights (Who You Are)

You’ve worked support in a SaaS company and you were the person who got frustrated that nobody was fixing the root cause. You started tagging tickets properly on your own initiative. You wrote the help article because you were tired of answering the same question. You noticed patterns in the queue that nobody upstream had spotted. That instinct is the job here. You’re comfortable being the only person doing this at first, and you’re organized enough that being the only person doesn’t mean things get dropped. You can hold a queue and build a system in the same week without letting either slide. You write clearly. Support writing is a specific skill: plain, warm, unambiguous, and short. You can explain a technical limitation to a frustrated customer without hiding behind jargon or over-apologizing. You also care about the substance of what our customers do. Our users are monitoring security incidents, wildfires, and disruptions that affect real people. A support ticket about a missed alert is not a routine ticket, and you’ll treat it accordingly.
What You’ll Do
Run first line support

- Own the front line for inbound customer questions, issues, and requests across our customer base.

- Triage incoming tickets, resolve what you can, and escalate what you can’t with enough context that the next person isn’t starting from zero.

- Set and meet response and resolution targets, and be honest with customers about timelines.

Build the system

- Design and implement a ticket classification and severity taxonomy that supports real analysis, not just tidy folders.

- Define triage and escalation paths, including what qualifies as urgent and who gets pulled in.

- Build and maintain the help centre: AI chatbot, articles, troubleshooting guides, FAQs, and onboarding material that reduce ticket volume over time.

- Establish the support tooling and workflows, and improve them as volume grows.

Own the digital touch program

- Design a scalable, low-touch approach to account management for our basic tier customers: onboarding sequences, in-app guidance, lifecycle messaging, and self-serve resources.

- Monitor engagement and health signals across this segment and flag risk or expansion opportunities to the Customer Success team.

- Make the digital experience feel deliberate rather than neglected.

Review alert quality

- Run proactive reviews of platform alerts, assessing accuracy, relevance,