Technical Customer Support Manager

 

Suger helps B2B software companies sell through cloud marketplaces like AWS, Azure, GCP, Oracle, Alibaba, and Snowflake - now one of the fastest-growing enterprise sales channels.

 

Marketplace sales are operationally complex: pricing, contracting, billing, revenue recognition, and compliance all intersect across multiple cloud providers. Suger removes this complexity with an API-first revenue platform that powers quote-to-cash and marketplace workflows at scale.

 

Launched in 2022, Suger works with over 250 B2B customers, ranging from large enterprises such as Snowflake and Intel to fast-growing startups such as Glean and Vanta. We’re a Series A company backed by Threshold VC, Craft Ventures, Intel Capital, and Y Combinator.

 

As a Customer Support Manager, you are the bridge between our customers and our product and engineering teams. When customers run into issues, you're the first person they hear from - and the person who makes sure their problems get resolved.

This role is distinct from our Customer Success Manager role. The Customer Success guides customers on how to use Suger's features to get the best outcomes. The Customer Support Manager owns the reactive side: receiving issues, understanding them clearly, escalating with the right context, and closing the loop with the customer.

Most of your day will be spent communicating - with customers, with software engineers, and with the product team. You don't need to write code, but you do need to understand technical products well enough to ask the right questions and translate customer pain into something engineers can act on.

We work in a hybrid model with 4 days per week in our Downtown Vancouver office.