Canada onlyTechnical Customer Service Manager
Department: Customer Success
Employment Type: Full Time
Location: Vancouver
Reporting To: Moris Chen
Description
ActiveState is seeking skilled Technical Customer Service Manager to serve as a key technical advisor and advocate for our customers. This role combines deep technical expertise with a passion for building strong, trust-based relationships. You will help customers maximize the value of our product, troubleshoot technical challenges, and work closely with their development teams to integrate our solutions into their existing workflows.Your background in development or DevOps, combined with excellent problem-solving skills, will allow you to deeply understand the customer’s technical landscape and provide hands-on support. Additionally, you’ll collaborate with our internal teams to ensure a seamless and satisfying customer experience.
At ActiveState, no two days are the same, whether it’s working in our office in downtown Vancouver or from your home office, beer o’clock Friday or bearing down to deliver that presentation for the next big sales pitch. We are a group of dynamic and ego-less people and we are looking for individuals who challenge the status quo and bring fresh ideas to the table. We mentor and support each other, with the goal of building a strong collaborative team. If you have a great idea, then we want to know about it.
ActiveState has a long history of success, and the ideal candidate will be joining at a pivotal time as we accelerate our next chapter of growth by leveraging our technical core competencies and brand with the ActiveState Platform.
You are a technically skilled professional with a background in development or DevOps, and you thrive in customer-facing roles. You excel at building strong relationships, understanding complex technical environments, and helping customers solve real-world challenges. With hands-on experience in tools like Jenkins, Azure DevOps, and GitHub Actions, you’re comfortable guiding customers through technical integrations and troubleshooting issues within CI/CD pipelines.
You’re a natural problem-solver who can communicate complex technical concepts clearly to both technical and non-technical stakeholders. You enjoy collaborating with customers to ensure they’re getting the most out of our product, and you’re passionate about advocating for their needs within the company. If you’re looking to leverage your technical expertise to make a real impact on customer success, this role is the perfect fit for you!
Key Responsibilities
- Customer Onboarding & Support: Guide customers through onboarding, helping them effectively implement and use our product in their environments.
- Technical Expertise: Act as a technical advisor for customers, offering insights on best practices and optimizing product usage within their CI/CD pipelines (e.g., Jenkins, Azure DevOps, GitHub Actions).
- Problem-Solving: Understand and analyze customer challenges within their technical ecosystem, providing solutions that address their specific needs.
- Relationship Building: Develop and maintain strong technical relationships with customers, acting as their trusted point of contact.
- Integration Support: Work directly with customer development teams to integrate our product into their existing workflows and tools.
- Customer Advocacy: Represent the customer’s technical needs internally, working closely with product and engineering teams to inform feature development and improvements.
- Continuous Improvement: Collect feedback from customers to continuously improve our product and services.
- Technical Documentation: Contribute to technical documentation, knowledge bases, and best practice guides to support customer self-service.
Skills, Knowledge and Expertise
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in a technical role such as Development, DevOps, or Technical Support.
- Previous experience in customer-facing roles is highly preferred.
- Strong knowledge of CI/CD tools and pipelines (e.g., Jenkins, Azure DevOps, GitHub Actions).
- Proficiency in scripting and automation (e.g., Python, Bash, PowerShell).
- Familiarity with cloud environments (AWS, Azure, or Google Cloud).
- Hands-on experience with APIs and system integration.
- Exceptional communication and interpersonal skills.
- Strong problem-solving abilities with a customer-focused mindset.
- Ability to explain complex technical concepts to both technical and non-technical audiences.
- Proven ability to build and maintain strong customer relationships.
Benefits
- Working for a stable and growing company that offers the positive aspects and personal growth potential of a start-up
- Ownership of a mission-critical area of the business and exposure to multiple systems, team leads and key revenue outcomes
- The chance to work with a smart, passionate team of people
- Competitive salary and bonus
- Comprehensive benefits package and health/wellness credit program
ActiveState has a collaborative, respectful, and professional culture. We’re all about working together to find the best solutions, and making sure that the experience of doing so is positive for everyone involved. There is a commitment from the CEO on down to making work at ActiveState a great experience for all.
Our Company is a team of 60+ and growing. We maintain a set of core, overlapping hours, but we’re flexible with specific start and end times and are understanding about appointments and life events.
What ActiveState Does
We exist to enable teams to improve their security posture and increase developer productivity so they can deliver secure, working applications faster using a single, integrated platform that tames open source complexities.
Our vision is to free organizations to create, maintain, and share software without limits. Our mission is to deliver open source management at scale.
Delivering an integrated, end-to-end platform, combined with a customer-obsessed team, ActiveState equips businesses with the speed and confidence they need to achieve their goals.
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