Client Support Lead

Responsibilities

• Lead, mentor, and manage a team of Support Specialists, providing workload guidance and professional development.
• Act as the primary senior technical contact and escalation point for enterprise clients.
• Manage critical production incidents, coordinating with engineering teams and communicating clearly with stakeholders.
• Perform deep-dive full-stack investigations involving REST APIs, application logs, and database queries.
• Debug complex issues across C#/.NET services, MongoDB, SQL Server, Redis, and RabbitMQ.
• Support deployment and troubleshooting of cloud infrastructure on AWS (EC2, ECS, EKS) and on-premise environments.
• Produce high-quality incident summaries, root cause analyses, and post-mortems.

Requirements

• Proven experience in team leadership and mentoring technical staff.
• Strong technical background in full-stack debugging and incident management.
• Proficiency with REST APIs and tools like Postman or cURL.
• Experience supporting cloud infrastructure, specifically AWS environments.
• Solid understanding of networking fundamentals (DNS, TCP/IP, TLS, load balancing).
• Experience working with Linux and Windows operating systems.
• Familiarity with containerization and orchestration (Docker).

Benefits

• Comprehensive Group Insurance including medical, dental, and online telemedicine.
• RRSP Matching Program to support your financial future.
• Wellness Allowance for gym, sports, or mental health support.
• Regular team activities and social events.
• Vibrant office workspace located in Montreal’s Old Port.

About the Company

Astucemedia is a global leader in innovative creative and software solutions for real-time data visualization. We provide cutting-edge technology for live TV, sports venues, and immersive experiences, working with world-class clients like ABC News, NBC Universal, and Fox Sports.