Client Support Lead

Company Description

Astucemedia is a global leader in innovative creative and software solutions for real-time data visualization on live TV, studios, museums, immersive experiences, and sports venues. Our software and services enhance augmented reality graphics, virtual sets, video walls, interactive apps, and on-screen overlays across television and digital platforms.

We’re a team of passionate trailblazers who thrive on creativity, collaboration, and cutting-edge technology—and we’re looking for someone who’s just as excited to shape the future with us.

With our proprietary Data Platform software and plugins for real-time graphics engines by Vizrt, Unreal, and Unity, Astucemedia stands at the forefront of data-driven graphics for finance, sports, and elections. Our esteemed clients include ABC News/Disney, NBC Universal, Fox Sports, CBS Sports, beIN Sports, NFL Network, BNN Bloomberg, Yahoo Finance, CBC, Radio-Canada, Sky News Arabia, Al Arabiya, Dubai TV, The Media Majlis Museum in Qatar, and Times Square.  

Job Description

We are looking for a technically sharp and client-focused Client Support Lead to own the post-sales technical relationship with our enterprise customers. In this role, you will lead a small team of two Support Specialists, providing mentorship, workload guidance, and technical escalation support while remaining highly hands-on yourself. You will be the bridge between our clients and our engineering teams, ensuring rapid resolution of complex issues across our distributed, cloud-native platform. This role demands both deep technical ability and the communication skills to translate complexity into clarity for customers and stakeholders alike.

Qualifications

Team Leadership

• Manage, mentor, and support two Support Specialists in their day-to-day work and professional development.
• Distribute and prioritise incoming client issues across the team, ensuring SLAs are met and no ticket falls through the cracks.
• Conduct regular 1:1s, provide constructive feedback, and help the team build their technical depth over time.
• Act as the primary escalation point within the support team before issues reach engineering.

Client & Escalation Management

• Serve as the primary senior technical contact for enterprise clients, owning issue resolution from intake through closure.
• Lead escalation handling for critical production incidents, coordinating internal engineering resources and communicating clearly with clients under pressure.
• Produce high-quality written incident summaries, root cause analyses, and post-mortems for customer delivery.
• Build and maintain trusted relationships with client technical teams, proactively identifying risks before they escalate.

Technical Investigation & Debugging

• Perform deep-dive investigations across the full stack: REST APIs, application logs, distributed traces, and database query analysis.
• Debug issues spanning C#/.NET (ServiceStack) services, MongoDB, SQL Server, Redis, and RabbitMQ message queues.
• Analyse CloudWatch, Grafana, and Prometheus metrics to isolate performance bottlenecks and anomalies.
• Use Postman and cURL to reproduce, isolate, and document API-level defects.
• Read and interpret .NET stack traces to pinpoint root causes and communicate findings to engineering teams.

Infrastructure & Environment Support

• Support deployment and troubleshooting of virtual environments across AWS (EC2, ECS, EKS) and on-premise infrastructure.
• Work confidently across Linux and Windows, with solid grounding in networking fundamentals (DNS, TCP/IP, TLS, load balancing).
• Assist clients with Docker-based deployments, container orchestration issues, and environment configuration.

Process & Tooling

• Track, triage, and prioritise client issues in Jira; maintain accurate documentation in Confluence.
• Contribute to runbooks, FAQs, and internal knowledge bases to enable the team to resolve issues faster and more consistently.
• Continuously improve support workflows, escalation paths, and tooling to scale the support function.

Additional Information

Environment / Tech Stack:

• Languages & Frameworks: C#/.NET (ServiceStack), REST APIs

• Databases & Storage: MongoDB, SQL Server, Redis, RDS/DocumentDB, S3

• Messaging & Queues: RabbitMQ

• Cloud & Infrastructure: AWS (EC2, ECS, EKS), Linux, Windows

• Monitoring & Observability: CloudWatch, Grafana, Prometheus

• Collaboration & Tools: Jira, Confluence, GitHub, Postman, cURL

 Benefits

• Comprehensive Group Insurance – including medical, dental, and online telemedicine support via Dialogue

• RRSP Matching Program – plan for your financial future with company contributions

• Wellness Allowance – support for personal well-being (gym, sports, mental health, etc.)

• Team Activities & Events – regular social and team-building opportunities

• Office in Montreal’s Old Port – a vibrant and inspiring workspace in the heart of downtown