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Technical Support Lead

Coconut Software

Coconut Software

IT, Customer Service
Canada · Remote
Posted on Thursday, April 25, 2024

Our Technical Support Leads exhibit equal measures of customer focus and technical knowhow. Working closely with a diverse stakeholder group, they develop and maintain key relationships with our customers. Utilizing their refined understanding of Coconut Software’s products and services, they quickly diagnose and resolve complicated technical issues. Along the way, they elevate their teammates through both example and coaching.

Technically, the Technical Support Lead exhibits advanced troubleshooting skills, a tireless need to take on the unfamiliar, and is able to resolve complex technical issues without requiring development resources. This individual additionally triages incoming tickets, is skilled at activating the appropriate resources and methods, and may work in a dedicated capacity with customers to reach exceptional outcomes. At their core, Technical Support Leads are motivated and curious problem analysts who find joy in a constantly evolving problem set.


  • Takes ownership of solving escalated/advanced technical support problems using Zendesk and our other tools
  • Demonstrates exceptional customer support, focusing on a seamless customer experience and proactive next issue avoidance
  • Effectively troubleshoots complicated problems, displaying excellent intuition and pattern recognition
  • Contributes to team quality and success activities including ticket review, coaching sessions, and learning content
  • Reports, monitors, and communicates bugs internally and externally using Jira and our other tools, in collaboration with other teams
  • Drives results including successful customer outcomes and CSAT, SLA adherence, low customer effort, and team efficiency
  • Identifies trends and creates buy in to proactively fix issues
  • Exhibits customer focus and advocacy in internal and external interactions - represents the interests of all stakeholders
  • Manages escalations and customer emergencies in collaboration with Technical Specialists and Support leadership, and participates in on call emergency rotation
  • Leads interactions with development and engineering teams from the CX side, manages emergency situations in collaboration with Technical Specialists and the Manager
  • Leads interactions between the Technical Support team and the Development team to help set escalation priorities and meet service objectives
  • Take ownership of fixing complex technical issues and completing dev tasks that minimize escalation to engineering when possible
  • Contributes to our customer facing help centre by triaging requests, delegating, creating, and updating articles as needed
  • Creates and maintains internal knowledge base articles that enhance troubleshooting and streamline internal processes (i.e. an internal Stack Overflow)
  • Contributes to internal process creation and management in service of providing best in class customer support
  • Takes the lead as a principle contact point for the Support team across the org
  • Exhibits exceptional decision quality within complex and ambiguous situations
  • Shows curiosity in growing own knowledge and skills, proactively seeking out and absorbing new ideas and methods
  • Assists with implementation services including add ons, integrations, and custom work as necessary
  • Assists with CX (Customer Experience) leadership tasks as necessary


  • Bachelor’s degree in a related field or equivalent experience via bootcamps/courses/practical experience
  • 5+ years of experience working with a combination of Enterprise customers and developers
  • High emotional intelligence with exceptional listening skills and customer empathy
  • Strong verbal and written communication skills with excellent knowledge translation ability
  • Creative problem solver with a natural curiosity and aptitude to learn new things at a rapid pace
  • Analytical, data driven mindset and strong attention to detail
  • Experience with using and troubleshooting APIs, SQL, modern development languages, and web applications
  • Team player and self-driven, always looking to learn and help others
  • Strong time management skills, ability to prioritize and successfully manage multiple tasks
  • You push yourself to grow, learn and innovate and you’re looking for an opportunity to prove yourself where you can make a genuine impact and where your contribution is recognized

Bonus points for...

  • Having experience with Zendesk, Intercom, and Jira
  • Having experience with Docker, Kubernetes, and Agile development
  • Having an interest in peer coaching and/or leadership aspirations
  • If you're bilingual (French)

Our Investment in You:

  • “Cabana Days” - our version of a 4 Day Work Week!
    To enable our employees to do their best work, offering flexibility to prioritize what is important and to take time needed for rest and rejuvenation when possible based on business and operational needs.
  • Ability to do your job in a supported, but still flexible environment;
  • Supported professional development, learning & career opportunities - be supported in your growth journey!
  • Regular 1:1 coaching with your leader and regular connection to a passionate executive team
  • Work in a team big enough for growth but lean enough to make a real impact

A full range of benefits to keep you happy & healthy;

  • Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
  • Health & Dental Benefits, Virtual Care, & Disability top up
  • Mental health online platform and counselling services
  • WealthSimple GRSP & Matching
  • Annual Wellness Benefit ($1000 per year)
  • Opportunity to work remote - anywhere in Canada!
  • Employee Options - everyone shares in our success!
  • Internet Subsidy
  • Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses
  • A People First Company - 4.6 rating on Glassdoor
  • Recently named #4 on the Top 10 Best Workplaces in Canada

Who we are, and what we do:

We believe in a world where advisors can create long lasting relationships with their customers and operate more efficiently.

Collaboration. Honesty. Empathy. Elevate. Risilience. Service Excellence.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.
To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers.

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging.

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.