Client Support Lead

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          "text": "<p>We are looking for a technically sharp and client-focused Client Support Lead to own the post-sales technical relationship with our enterprise customers. In this role, you will lead a small team of two Support Specialists, providing mentorship, workload guidance, and technical escalation support while remaining highly hands-on yourself. You will be the bridge between our clients and our engineering teams, ensuring rapid resolution of complex issues across our distributed, cloud-native platform. This role demands both deep technical ability and the communication skills to translate complexity into clarity for customers and stakeholders alike.</p>",
          "title": "Job Description"
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          "text": "<p><strong>Team Leadership</strong></p><ul><li>Manage, mentor, and support two Support Specialists in their day-to-day work and professional development.</li><li>Distribute and prioritise incoming client issues across the team, ensuring SLAs are met and no ticket falls through the cracks.</li><li>Conduct regular 1:1s, provide constructive feedback, and help the team build their technical depth over time.</li><li>Act as the primary escalation point within the support team before issues reach engineering.</li></ul><p>&#xa0;</p><p><strong>Client &amp; Escalation Management</strong></p><ul><li>Serve as the primary senior technical contact for enterprise clients, owning issue resolution from intake through closure.</li><li>Lead escalation handling for critical production incidents, coordinating internal engineering resources and communicating clearly with clients under pressure.</li><li>Produce high-quality written incident summaries, root cause analyses, and post-mortems for customer delivery.</li><li>Build and maintain trusted relationships with client technical teams, proactively identifying risks before they escalate.</li></ul><p>&#xa0;</p><p><strong>Technical Investigation &amp; Debugging</strong></p><ul><li>Perform deep-dive investigations across the full stack: REST APIs, application logs, distributed traces, and database query analysis.</li><li>Debug issues spanning C#/.NET (ServiceStack) services, MongoDB, SQL Server, Redis, and RabbitMQ message queues.</li><li>Analyse CloudWatch, Grafana, and Prometheus metrics to isolate performance bottlenecks and anomalies.</li><li>Use Postman and cURL to reproduce, isolate, and document API-level defects.</li><li>Read and interpret .NET stack traces to pinpoint root causes and communicate findings to engineering teams.</li></ul><p>&#xa0;</p><p><strong>Infrastructure &amp; Environment Support</strong></p><ul><li>Support deployment and troubleshooting of virtual environments across AWS (EC2, ECS, EKS) and on-premise infrastructure.</li><li>Work confidently across Linux and Windows, with solid grounding in networking fundamentals (DNS, TCP/IP, TLS, load balancing).</li><li>Assist clients with Docker-based deployments, container orchestration issues, and environment configuration.</li></ul><p>&#xa0;</p><p><strong>Process &amp; Tooling</strong></p><ul><li>Track, triage, and prioritise client issues in Jira; maintain accurate documentation in Confluence.</li><li>Contribute to runbooks, FAQs, and internal knowledge bases to enable the team to resolve issues faster and more consistently.</li><li>Continuously improve support workflows, escalation paths, and tooling to scale the support function.</li></ul>",
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        "companyDescription": {
          "text": "<p>Astucemedia is a global leader in innovative creative and software solutions for real-time data visualization on live TV, studios, museums, immersive experiences, and sports venues. Our software and services enhance augmented reality graphics, virtual sets, video walls, interactive apps, and on-screen overlays across television and digital platforms.</p><p>We’re a team of passionate trailblazers who thrive on creativity, collaboration, and cutting-edge technology—and we’re looking for someone who’s just as excited to shape the future with us.</p><p>With our proprietary Data Platform software and plugins for real-time graphics engines by Vizrt, Unreal, and Unity, Astucemedia stands at the forefront of data-driven graphics for finance, sports, and elections. Our esteemed clients include ABC News/Disney, NBC Universal, Fox Sports, CBS Sports, beIN Sports, NFL Network, BNN Bloomberg, Yahoo Finance, CBC, Radio-Canada, Sky News Arabia, Al Arabiya, Dubai TV, The Media Majlis Museum in Qatar, and Times Square. &#xa0;</p>",
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          "text": "<p><strong>Environment / Tech Stack:</strong></p><ul><li><p><strong>Languages &amp; Frameworks:</strong>&#xa0;C#/.NET (ServiceStack), REST APIs</p></li><li><p><strong>Databases &amp; Storage:</strong>&#xa0;MongoDB, SQL Server, Redis, RDS/DocumentDB, S3</p></li><li><p><strong>Messaging &amp; Queues:</strong>&#xa0;RabbitMQ</p></li><li><p><strong>Cloud &amp; Infrastructure:</strong>&#xa0;AWS (EC2, ECS, EKS), Linux, Windows</p></li><li><p><strong>Monitoring &amp; Observability:</strong>&#xa0;CloudWatch, Grafana, Prometheus</p></li><li><p><strong>Collaboration &amp; Tools:</strong>&#xa0;Jira, Confluence, GitHub, Postman, cURL</p></li></ul><p><strong>&#xa0;Benefits</strong></p><ul><li><p><strong>Comprehensive Group Insurance</strong>&#xa0;– including medical, dental, and online telemedicine support via&#xa0;<strong>Dialogue</strong></p></li><li><p><strong>RRSP Matching Program</strong>&#xa0;– plan for your financial future with company contributions</p></li><li><p><strong>Wellness Allowance</strong>&#xa0;– support for personal well-being (gym, sports, mental health, etc.)</p></li><li><p><strong>Team Activities &amp; Events</strong>&#xa0;– regular social and team-building opportunities</p></li><li><p><strong>Office in Montreal’s Old Port</strong>&#xa0;– a vibrant and inspiring workspace in the heart of downtown</p></li></ul><p>&#xa0;</p>",
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