The Team Lead, Technical Solutions and Support is a player/coach role providing frontline leadership within Circle's Technical Solutions and Support team while remaining an active, hands-on contributor to managing the team's ticket queue. This role provides day-to-day guidance, coaching, and escalation support to Customer Support team members, and ensures consistent, high-quality technical support for Circle's products. The Team Lead will be located within Circle's corporate office in Calgary. Regular working hours are 9:00 am to 5:00 pm local time; this role will occasionally require responding to customer needs outside those hours. The role reports to the Regional Manager, Technical Solutions and Support.
Responsibilities
Serve as the first point of leadership escalation within the Support team, resolving or escalating complex technical and customer situations; Provide remote technical support to solve customer questions, including analyzing, categorizing, and prioritizing issues; Coach and mentor Support team members on technical troubleshooting, customer communication, and department procedures; Monitor ticket queues and workload distribution across the team; Ensure continuous Technical Support coverage through daily workforce management and resource planning; Assist in the maintenance, optimization, and hygiene of the support ticket management system; Maintain and utilize dashboards to provide data-driven insights of support operations; Collaborate with stakeholders (sales, clinical support, customer success) to identify gaps or risks to customer health; Oversee and coordinate Tier 2 ticket escalations with engineering, product management, and QA; Maintain excellent knowledge of the product suite; Provide input to department leadership on team performance, training needs, and process improvements; Be a role model for company culture and department standards
Requirements
5 to 8 years of experience in progressively responsible roles within Solutions Architecture, System Administration, or IT Support functions, preferably in the Medical IT sector, including some experience informally or formally leading, mentoring, or coaching; Strong leadership, collaboration, and interpersonal skills, with professional presence and the ability to handle diverse and escalated customer situations; Outstanding listening, comprehension and clear, concise and grammatically correct oral and written communication skills; A solid understanding of LAN and WAN networking, switching, routing, and firewalls; Experience with system software/technologies such as virtualization (VMware, Citrix), GPUs, Windows desktops, Mac desktops, client-server solutions, cloud solutions, Windows Server, Linux, and LDAP/Active Directory; Detail oriented and have excellent follow through skills; Experience maintaining ticket management systems, queues, workflows, backlogs, and dashboards (ie. JIRA Service Desk, ZenDesk, etc.); A Computer Science degree or equivalent in real-world experience
Nice to have
Experience with medical industry software and hardware, including DICOM, PACS and HL7; Scripting experience with related toolsets and best practices; Exposure to cloud services such as Amazon Web Services, Microsoft Azure, Google Cloud or similar; The ability to speak additional languages fluently; An academic background or industry experience in the medical industry, including exposure to Cardiology, Neurology, and medical imaging
Benefits
Competitive compensation and vacation; Transportation allowance; Flexible working arrangements; Employee Wellness Program; Professional development and tuition reimbursement program; Internal recognition/kudos programs; Annual salary review based on company and individual performance; Fun, inclusive, ego-free environment
Kanada · Calgary
