Technical Support Manager

About Shakudo and the Job
At Shakudo, we are building the world’s first operating system for data and AI. We use the term "operating system" in the truest sense of the word. Like iOS, Windows, and Linux, Shakudo’s end-to-end OS offers ever-evolving, automatically operated, best-of-breed open-source components tailored to each business's unique needs.
As we continue to scale, we are looking for a Technical Support Manager to lead our global Technical Support team of three specialists. This individual will ensure high-quality technical support, optimize team performance, and contribute to the continuous improvement of customer experience. While we prefer candidates based in Toronto, we are open to hiring strong candidates in other locations if necessary.

What you'll do

• Team Leadership & Management: Lead and manage a team of 2-3 Technical Support Specialists operating across different time zones to provide 24/7 global support.
• Process Optimization: Develop and refine support workflows, ensuring efficient ticket handling, issue resolution, and escalation procedures.
• Customer Issue Resolution: Act as a senior escalation point for complex technical issues, collaborating closely with engineering and product teams to drive timely resolutions.
• Documentation & Knowledge Sharing: Maintain and enhance documentation for troubleshooting guides, best practices, and internal knowledge bases to improve team efficiency.
• Performance Monitoring & Reporting: Track team performance, analyze support trends, and provide insights to improve operational efficiency and customer satisfaction.
• Cross-functional Collaboration: Work closely with engineering, product, and sales teams to address recurring customer concerns and contribute to product improvements.
• Hiring & Training: Participate in recruiting, onboarding, and continuous training of Technical Support Specialists to build a high-performing team.

What You’ll Bring

• 4+ years of experience in technical support or IT helpdesk roles with Data and AI based companies, including at least 1-2 years in a leadership or management capacity.
• Strong technical background in AI, DevOps, or cloud-native technologies with experience in troubleshooting complex environments.
• Proficiency in managing support for containerized environments (Kubernetes, Docker).
• Hands-on experience with AI/ML workflows, including tools such as MLflow, TensorFlow, PyTorch, and OpenAI integrations.
• Familiarity with cloud platforms (AWS, Azure) and monitoring tools such as Prometheus and Grafana.
• Strong written and verbal communication skills, with the ability to convey complex technical concepts to both technical and non-technical audiences.
• Experience with ticketing and issue-tracking systems (e.g., Zendesk, ServiceNow).Ability to manage a remote, globally distributed team and coordinate effectively across time zones.
• A proactive approach to problem-solving, with strong analytical and decision-making skills.

Schedule & Shift Management

• To provide 24/7 global support, the team will operate across three time zones.
The Technical Support Manager will be responsible for scheduling and optimizing shift coverage to ensure seamless global support.
• :India Standard Time (IST): Covers APAC and early EU hours (e.g., 12:00 AM - 8:00 AM EST).
• Eastern Standard Time (EST): Covers North America and late EU hours (e.g., 8:00 AM - 4:00 PM EST).
• Pacific Standard Time (PST): Covers late North America, facilitating handover to APAC (e.g., 4:00 PM - 12:00 AM EST).

Shakudo is an equal opportunity employer and encourages candidates of all backgrounds to apply. We foster diversity and inclusivity and welcome applications from a broad range of backgrounds and experiences.