Adecco is searching for a permanent, Full-time Technical and Sales Support Manager to join our Ottawa-based client. Our client, a leader in technological innovation, is seeking passionate individuals to join their dynamic team. The opportunity is an onsite opportunity located in downtown Ottawa, ON.
The Solution and Technical Support Specialist will have the following responsibilities:
Lead the customer support and onboarding function across all support levels (L1–L3), ensuring timely, effective resolution of technical and operational issues.
Collaborate closely with Sales and Operations to offload technical and onboarding issues that are limiting sales execution.
Serve as an escalation point for high-priority customer issues, demonstrating hands-on technical troubleshooting when needed.
Drive continuous improvement of support processes, workflows, SLAs, and documentation.
Establish and report on KPIs to measure support effectiveness, team performance, customer satisfaction, and onboarding success.
Own and optimize our Zendesk support environment, including automations, macros, SLA policies, reporting dashboards, and integration with other tools.
Build scalable onboarding workflows and knowledge base content to accelerate time-to-value for new customers.
Partner with the Development team to escalate and track technical issues, ensuring transparent communication and quick resolution.
Collaborate with Product and QA teams to provide field feedback, identify recurring issues, and influence roadmap decisions.
Mentor and coach support team members and help to identify potential hiring needs as the team scales.
Support pre-sales technical discussions or pilot programs when needed in partnership with the sales team.
The Solution and Technical Support Specialist must meet the following mandatory requirements:
5+ years of experience in technical support and customer success roles, with at least 2 years in a client management role.
Extensive experience in L2/L3 support for complex SaaS, IoT, or connected hardware, specifically within US or North American markets (leading junior specialist)
Demonstrated experience supporting complex or technical products, ideally in SaaS, IoT, or connected hardware environments.
Familiarity with video, telematics, networking, or V2X systems is a major plus.
Hands-on experience with Zendesk (or similar platforms) — customization, workflow optimization, and analytics/reporting.
Ability to define and report on KPIs, SLAs, and support metrics that drive accountability and continuous improvement.
Technical aptitude and experience with troubleshooting APIs, integrations, hardware/software environments, or networking issues.
Excellent communication and interpersonal skills — confident and polished in customer-facing interactions.
Comfortable collaborating across departments including Sales, Product, Engineering, and Operations.
Highly organized and self-driven — thrives in fast-paced, startup environments
If you are interested in applying to our Solution and Technical Support Specialist, please submit your resume as soon as possible by clicking on the 'Apply with Adecco' button.
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