Technical Services Manager (TSM)

Original job posting

Lead a technical services team to provide high-quality support and resolve complex technical issues for clients using Boast's software. Oversee troubleshooting, manage incident escalations, and collaborate with product and engineering teams to maintain service standards.

Job details

Company Description Boast helps organizations in Canada and the United States efficiently claim eligible R&D tax credits while reducing audit risks and administrative burden. The company combines in-house technical and R&D tax expertise with advanced AI technology to simplify complex tax credit processes, allowing clients to focus on innovation. Since 2011, Boast has supported more than 1,500 businesses across North America in accessing over $600 million in innovation capital. Boast’s software integrates financial, engineering, and project data to increase the speed, accuracy, and size of tax incentive claims, empowering companies to build stronger products and innovate faster. Role Description The Technical Services Manager (TSM) is a full-time, on-site role based in the Greater Vancouver Metropolitan Area. The TSM will lead a technical services team responsible for delivering high-quality support to clients using Boast’s software and services, ensuring timely resolution of complex technical issues. Day-to-day activities include overseeing technical troubleshooting, managing incident escalation, coordinating with product and engineering teams, and maintaining service performance standards. The TSM will develop and refine support processes, create and maintain technical documentation, and monitor key metrics to identify areas for improvement. This role also involves providing training and guidance to team members, contributing to customer onboarding efforts, and fostering strong relationships with clients to enhance satisfaction and retention. Qualifications Candidates should possess strong Technical Services and Technical Support skills, including experience managing service delivery and support operations. Candidates should possess advanced Troubleshooting skills, with the ability to diagnose and resolve complex software and data integration issues. Candidates should possess excellent Customer Service skills, including clear communication, empathy, and a focus on client outcomes. Candidates should possess Training skills, with experience coaching team members and creating customer-facing training materials. Experience leading or supervising technical teams in a SaaS or technology-driven environment. Strong analytical and problem-solving abilities, with familiarity in using support metrics and dashboards to drive improvements. Comfort working cross-functionally with engineering, product, and tax/R&D specialists; experience in fintech, tax, or R&D environments is an asset. Relevant post-secondary education in computer science, engineering, information technology, or a related field, or equivalent practical experience.

What you’ll do

Lead a technical services team to provide high-quality support and resolve complex technical issues for clients using Boast's software. Oversee troubleshooting, manage incident escalations, and collaborate with product and engineering teams to maintain service standards.

Requirements

Requires experience leading technical teams in a SaaS environment with strong troubleshooting and customer service skills. A post-secondary degree in computer science, engineering, IT, or equivalent practical experience is required.

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Training · Preferred
• Troubleshooting · Preferred
• Client Relationship Management · Preferred
• Technical Support · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical Services Management
• Technical Support
• Service Delivery
• Troubleshooting
• Customer Service
• Training
• SaaS Management
• Incident Escalation
• Technical Documentation
• Analytical Problem Solving
• Cross-functional Collaboration
• Client Relationship Management

Job areas

• Customer Service & Support
• Management & Leadership
• Software
• Technology
• Finance & Accounting