Technical Support Team Lead

Type of employment: Full‑time

About Us

Inovatec is an exciting growth company based in Burnaby, BC, established in 2006. We are North America’s leading provider of cloud-based software solutions for the automotive, motorcycle, powersports, and equipment financing industries. Our solutions are used by some of the largest banks, credit unions, and finance companies in Canada and the U.S. 

At Inovatec, we foster a diverse and inclusive environment that encourages collaboration where we grow together and win as a team. We thrive by challenging the status quo to push the industry forward, and we know when to have fun! With team members across North America and Europe, we’re committed to investing in the development of our team, no matter where they’re located.

Job Description

The Support Team Lead will oversee a team responsible for customer technical support, incident management, and advanced enterprise‑level troubleshooting. This role combines operational leadership, process ownership, and hands‑on technical involvement.

Responsibilities

• Lead, mentor, and manage technical support team
• Coordinate daily operations of Customer Technical Support
• Lead and organize team meetings
• Evaluate team process and policy to ensure that the teams are running as efficiently as possible
• Monitor support KPIs: SLA compliance, response time, resolution rate, backlog health
• Monitor agent performance and train where needed
• Drive escalation handling and ensure timely communication with enterprise customers
• Implement and improve ITIL‑aligned processes (incident/problem/change management)
• Collaborate cross‑functionally with Development, QA, Product and Delivery teams
• Oversee documentation quality and ensure knowledge base consistency
• Participate in root‑cause analysis and continuous improvement initiatives
• Reference: IOkEkPEjrBBRhehzDULcR4cb1jkiB_rqnCklKZznCxxlpv23dEbFuwDjJ7NyQyiq

Requirements

• 4+ years in Technical Support, Customer Support, Production Support or similar
• Experience handling L2/L3 technical issues and enterprise customer environments
• Previous experience managing or leading a support team
• Strong understanding of ITIL frameworks
• Excellent communication, prioritization and conflict‑resolution skills
• Advanced troubleshooting, debugging, and analytic mindset
• Orientation toward new and innovative technologies
• English proficiency (B2/C1)

Preferred Qualifications

• Experience in cloud‑based systems
• Previous experience working with fintech products is desirable.
• Familiarity with enterprise architectures, APIs, integrations
• Technical knowledge: SQL, log analysis, monitoring tools, ticketing systems
• Experience with Zendesk, Azure, Jira

Our core values: 

Make sound decisions: We put ourselves in our customer's shoes, always ensuring we have the right facts and focus on solving the right problems. 

Act like an owner: Take initiative and be proactive, take responsibility for outcomes, overcome hurdles and find solutions, follows through on commitments. 

Get better every day: With our growth mindset and positive attitude, we apply our passion for innovation not just to our products, but also to ourselves. 

We before me: Our collaborative spirit pushes us to act without ego, to communicate openly and honestly, and to win as a team. 

What We Offer

• Opportunity to lead and develop a high‑impact support team
• Professional development and training
• Dynamic, stable and technology‑oriented environment
• Collaboration with international clients and cross‑functional teams
• Private health insurance
• Private pension
• Fully covered sick leave up to 30 days
• Udemy for business account
• All benefits paid pursuant to relevant Serbian laws
• Social activities and a friendly working environment