What are the responsibilities and job description for the Technical Support Lead position at BGC Engineering?
Job Opportunity: Technical Support Lead
Duration: Full-Time Permanent
Location: Vancouver, BC
About Us
At Cambio Earth, we are changing the way infrastructure operators tackle climate resiliency. As an enterprise software and AI company with deep earth science expertise, built over 20 years as part of BGC Engineering, we work with customers to embed earth science intelligence into their critical infrastructure operations; helping to safeguard communities, essential services, and the environment.
Floods, landslides, seismic and extreme weather events are becoming more frequent, threatening the integrity of critical infrastructure. That’s where we come in – and where you come in. Picture this: roads, railways, roads, mines, pipelines, dams, levees – all protected by real-time situational awareness and insights that turn risks into manageable challenges.
The Cambio Earth team is passionate about making a difference. We love engaging directly with customers. We love building cutting-edge solutions that provide engineers and earth scientists new insights; ensuring the right risk-informed decisions are made, at the right time.
The Role
At Cambio Earth, the Technical Support team provides creative solutions to complex problems, on a daily basis. We are growing fast, and our work is dynamic; we move forward efficiently, while delivering high quality support to our customers. If you're looking for a traditional technical support environment, this may not be the ideal fit.
The Technical Support Lead role is an exciting opportunity to work together with a group of passionate leaders that are at the forefront of changing how earth science work is done. It’s also an opportunity to build a new team and establish new ways of working that best fit our Cambio Earth business. So, if you enjoy incredible datasets and new technologies, and are driven by the desire to help our customers succeed, you’ll fit right in with us at Cambio Earth.
Responsibilities
- Lead and grow the Technical Support capability at Cambio Earth; build a high-performance team of support specialists
- Engage directly with customers on technical support issues; escalating to and collaborating with internal technical teams to resolve
- Manage major incidents, including customer engagement, communication, post-mortems and reporting (per SLA agreements)
- Manage the technical support tickets, tools, processes, and backlog reviews
- Drive process improvements; leverage AI where possible
- Manage internal OKR tracking and KPI reporting for Technical Support team
Required Education, Experience & Competencies
- Experience supporting software products; independently troubleshooting complex customer issues, leading to efficient and timely resolution
- Technical understanding of cloud technologies and data integrations, ideally some geospatial data and workflow background as well
- Excellent interpersonal and communication skills, with the ability to comfortably present and explain complex, technical concepts via phone, email, video
- Ability to engage collaboratively with Customer Success, Software Development, and Product Management teams to align on customer needs, urgency, and resolution
- Experience leading a technical support team would be ideal, but we will also consider strong candidates ready to take the next step
- Post-secondary education in a related field
Company Benefits
Cambio Earth offers our employees the following:
- Our ‘One Team’ culture supporting health, wellness, safety and diversity
- Mentoring opportunities
- Hybrid workplace with our downtown office
- Social and wellness activities
- Casual and professional work environment
The estimated base salary range for this position is $95,000 - $130,000 CAD per annum, however base pay will be commensurate with job-related knowledge, skills, and experience. Cambio Earth's compensation package also includes an annual bonus, training allowance and a comprehensive medical and dental plan.
Equity, Diversity and Inclusion
Cambio Earth strives to create a workplace where equity, diversity and inclusion are embedded throughout our workplace culture and practices. Join us in our commitment to honour individuality, ensure fairness, and create a welcoming environment for everyone. As an equal opportunity employer, we encourage applications from all candidates, including those experiencing inequity such as racialized individuals, Indigenous People, women, people of diverse sexual orientations, identities and expressions, veterans, individuals with disabilities, people of all faiths, nationalities, marital status, ages, and family status. For assistance or accommodation with your application, please contact us at careers@cambioearth.com.
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Salary : $95,000 - $130,000
