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

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. 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. You’ve worked support in a SaaS company and you were the person who got frustrated that nobody was fixing the root cause.

You wrote the help article because you were tired of answering the same question.

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

Set and meet response and resolution targets, and be honest with customers about timelines. 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 Investigate and resolve customer‑reported alert issues, including missed alerts and false positives.

Close the loop with product & development teams Build and deliver monthly reporting to the product team: ticket themes,



recurring pain points, alert quality trends, feature gaps, and documentation gaps. Escalate concerns for resolution and drive the feedback and outcome with customers. 2 to 4 years in a customer support, technical support, or support operations role at a SaaS or technology company. ~ A help centre, a ticket taxonomy, a macro library, an escalation process, a reporting cadence. Strong technical troubleshooting instincts.

Comfortable navigating software platforms, reproducing issues, reading logs or dashboards, and knowing when to elevate. ~ Comfort with ambiguity and a bias toward building structure where none exists. ~ Experience with support and analytics tooling. Familiarity with emergency management, public safety, security operations, or a related field.

Experience mentoring or leading other support staff, or a explicit interest in growing into it. Familiarity with support metrics like first response time, resolution time, CSAT, and deflection rate. Work at the intersection of AI, public safety, and enterprise technology, with a committed and passionate team of innovators at a fast growing startup.

You are building this function, not inheriting someone else’s version of it, and there is a clear path to leading a team as it grows. Competitive compensation and free access to a health benefits package, including dental, extended health, vision care, and a health spending account. A seat on the rocket ship buckle up!

Reports to: VP, Customer Success Base salary of $75-$85k CAD plus a performance‑based variable structure based on deliverables. Diversity and Inclusion We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply.

📌 Product & Technical Support Lead (Mississauga)
🏢 samsters
📍 Mississauga