The Role

What You’ll Build

• Build, own, and continuously evolve the end-to-end development support process for issues escalated from Customer Care into Development, ensuring clear handoffs, accountability, and visibility at every stage.
• Define and own the SLA framework for development support - setting standards that internal teams are held accountable to, and tracking adherence using data to improve responsiveness and resolution effectiveness over time.
• Own the triage and escalation framework - ensuring the team has the process, tools, and decision authority to move every issue through to resolution or clearly communicated next steps.
• Stay technical enough to personally jump into an escalated issue or live incident when needed, debugging alongside the team, reviewing a fix, or making a technical judgment call rather than only routing the decision to someone else.
• Establish the operating model for development support - defining workflows, cadences, escalation paths, and reporting standards that scale with the organization.
• Manage relationships with stakeholders across internal teams - aligning on priorities, escalations, and resolution expectations.
• Establish and actively lead proactive system monitoring and health reporting - including error rate tracking, performance instrumentation, uptime reporting, and clear standards for how system status is communicated internally and externally.
• Establish communication standards for technical issue updates - defining what good looks like for internal and customer-facing messaging, and coaching the team to execute consistently.
• Lead customer-facing communication on escalated technical issues, either directly or in partnership with internal teams, maintaining customer confidence throughout.
• Analyze support trends and recurring issues to surface systemic gaps - translating findings into actionable recommendations for Product and Development roadmaps.
• Build and maintain executive-facing reporting on support metrics, SLA performance, and improvement opportunities - presenting insights to stakeholders across the business.
• Build and lead a high-performing support team - developing team members to meet growing organizational needs.
• Coach and support team members through regular 1:1s, clear goal-setting, and ongoing performance conversations.

What You’ll Bring

• 7+ years of experience in software engineering, technical support, development operations, technical program management, or a similar cross-functional role in a SaaS environment, with genuine hands-on coding or systems-debugging experience.
• 2+ years of people leadership experience, including hiring, developing, and managing a team.
• Comfortable reading code and reasoning about system architecture with the technical depth to contribute directly to root-cause analysis or a fix, not just relay technical context between parties.
• Demonstrated ability to build a function or team from the ground up — establishing process, structure, and standards in an environment where they didn’t previously exist.
• Skilled at influencing without direct authority — able to drive accountability and alignment across internal teams.
• Strong project management fundamentals: setting ownership, managing workflows, coordinating follow-ups, and driving work to completion across multiple stakeholders.
• Strong data and metrics fluency — able to design reporting frameworks, interpret support data, and present performance insights to executive and cross-functional audiences.
• Proven ability to communicate effectively with technical and non-technical audiences alike, including translating technical context into clear, professional messaging.
• Able to navigate ambiguity, competing priorities, and time-sensitive escalations with a calm, action-oriented approach.
• Hands-on experience with ticketing and workflow systems (Jira or equivalent) and a strong grasp of how to instrument and report on operational metrics.

Work Location

What You’ll Love About Axonify:

• $155,000 - $180,000 - $205,000 CAD for candidates based in Canada
• $191,000 - $216,000 - $241,000 USD for candidates based in the United States

AI at Axonify

• Feel free to use AI to support your thinking - not replace it. We use AI to learn and level up, and you can too.
• Be open about how you use AI if asked. Transparency helps us understand your process and how you approach problem-solving.
• Stay authentic. We’re hiring people, not prompts, your ideas, your experiences, and your voice are what matter.

Diversity & Accessibility

What’s Next?