Technical Support Lead

At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers. Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between.

We're passionate about taking care of our people, and it's not just lip service. We want you to focus on your job while we care for everything else. We offer competitive pay and benefits, flexible vacations, attractive stock options, unparalleled transparency, and a 100% remote environment. We're excited to have you join us for your next career adventure!

If you love solving technical problems, working with data, and helping teams deliver consistently great customer experiences — this role might be for you.

You’ll join gaiia’s Customer Success organization, working closely with our Support team, Customer Success Managers, Product, and Engineering. This role is hands-on and customer-facing, with a strong focus on technical support, reporting, and documentation.

As a Technical Support Lead, you’ll answer customer support queries alongside the rest of the support team, while also acting as a technical and quality lead for support. You’ll take ownership of more complex, technical questions, help customers understand reporting and analytics, and ensure our support responses are clear, accurate, and consistent.

In addition to day-to-day support, you’ll be responsible for upholding the standards for how support is delivered at gaiia. You’ll audit the quality of support responses, monitor SLA performance at a team level, and help identify where we can improve processes, documentation, or tooling. You will be expected to lead through influence, setting a high bar for quality and helping the team consistently meet it.

This role reports to the Head of Customer Success and plays a key role in ensuring our support function scales with quality, clarity, and technical confidence.

• Answer customer support queries alongside the rest of the support team, meeting SLA standards for response and resolution times.
• Take the lead on complex, technical, and data-related support inquiries, particularly those related to reporting and analytics. Other examples of tasks would include:
• • Troubleshooting integrations
  • Helping customers with API usage
  • Debugging data inconsistencies
  • Troubleshooting workflow executions
  • Troubleshooting authentication issues
• Build, review, and troubleshoot customer-facing reports and dashboards.
• Help customers understand their data by translating SQL logic and analytics concepts into clear, actionable insights.
• Investigate reporting issues, data discrepancies, and analytics workflows, escalating to Product or Engineering when needed.
• Audit and review support responses to ensure quality, consistency, technical accuracy, and alignment with best practices.
• Monitor team-level SLA performance and support quality, proactively flagging risks or gaps.
• Identify recurring themes across support tickets and surface opportunities for product, reporting, or documentation improvements.
• Own and evolve gaiia’s help center and internal knowledge base, with a focus on technical, reporting, and analytics content.
• Create and maintain documentation, FAQs, and guides that help customers and internal teams better understand gaiia’s data and reporting capabilities.
• Collaborate closely with Customer Success, Product, and Engineering to share customer feedback and influence platform improvements.

• You have experience in a technical or data-focused customer-facing role and enjoy solving complex problems.
• You’re comfortable working with data and explaining reporting or analytics concepts to non-technical audiences.
• You bring strong product sense and naturally spot patterns, gaps, and opportunities for improvement.
• You care deeply about quality and consistency and are comfortable setting standards and giving constructive feedback.
• You communicate clearly and confidently, both in writing and verbally.
• You’re highly organized and able to manage multiple investigations, conversations, and priorities at once.
• Bonus if you’ve worked in B2B SaaS, telecom, or with ISP customers before.

• 3+ years of experience in technical support, customer support, analytics support, or a similar customer-facing technical role.
• Intermediate knowledge of SQL, including writing queries and understanding joins, filters, and aggregations.
• Experience working with data warehouses, BI tools, data dictionaries or reporting platforms (e.g., Snowflake, PowerBI, Tableau, Explo, or similar).
• Comfort building and troubleshooting complex reports and dashboards.
• Experience creating or maintaining technical documentation and knowledge bases.
• Familiarity with support tools like Zendesk, Intercom, or similar ticketing systems.
• Strong problem-solving skills, attention to detail, and comfort navigating technical ambiguity.

At gaiia, we have a transparent salary philosophy and a robust evaluation and compensation framework. It translates to a fair and impartial model where salaries are published internally, healthy discussions about compensation and performance can exist, and taboos are removed.

The salary range for this role is CAD $85,000–$105,000.

• Flexible 25-days of vacation.
• Stock Options Plan.
• Group Insurance.
• Telemedicine.
• Life/Health Spending Account.
• GRSP.
• Flexible working hours & all-remote work.

We are an equal-opportunity employer committed to inclusivity and diversity. Our workplace is fully remote and boasts accessible technologies, ensuring all team members can thrive. Should you require accommodations due to a disability during the application process, please contact us at ‪(418) 317-9497‬ or [email protected] as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way. #LI-DNI