Technical Support Team Lead Full-time

Job Locations CA-BC-Burnaby
Job ID
Regular Full-Time
Job Post Information* : Posted Date
2 months ago(8/25/2020 1:24 PM)
Information Technology


Food-X Technologies (“Food-X”) is a grocery delivery platform for third party grocers. We are committed to developing and sharing sustainable practices with other retailers to help reduce the environmental impact of delivering groceries. Think about it as carpooling for your groceries. We are a passionate team of nice people, who want to make a difference, because we believe that sustainability works best when shared. If the idea of helping to reduce carbon emissions, food waste, and single use plastics resonates with you, please apply to join our team now!


Food-X is looking for a full-time, permanent Technical Support Team Lead based out of our South Burnaby, BC head office (#105 5566 Trapp Avenue).

Duties & Responsibilities

As a Technical Support Team Lead, you will guide the Technical Support Team and help the customers with our current and next generation of FoodX Technology’s systems. In this role, you will be responsible for planning and fulfilling Global Technical Support activities, as well as diagnosing and solving the issues that end users face. The ideal candidate is a focused individual with proven ability to prioritize well and juggle multiple tasks in a fast-paced environment. Your ability to creatively collaborate and execute team goals will affect scalability and directly contribute to the company mission of accelerating the world’s transition to sustainable e-grocery.


  • Lead and mentor the Technical Support Team
  • Collaborate with management to optimize effectiveness of the Technical Support Team
  • Lead planning sessions, analysis and documentation to implement integrated support process improvements. Provide technical guidance and leadership
  • Enhance and optimize current support processes and procedures
  • Analyze system data and metrics to assess performance and data quality. as well as system uptime
  • Perform business and technical analysis of the impacts of reported support issues and propose changes to technical systems
  • Communicate across multiple teams, stake holders and clients
  • Create and document policies and procedures
  • Document runbooks/playbooks
  • Work within a 24/7 team. Coordinate and assign core hour and on-call support shift schedule.
  • Work directly with engineering to ensure repetitive issues are diagnosed and fixed
  • Support globally deployed systems
  • Understand telemetry and surface issues based on data
  • Provide clarity when faced with uncertainty
  • Additional duties as required 

Qualifications & Requirements

  • Excellent written and oral communication
  • Technical writing and documentation skills (procedures, guides, problem resolution)
  • Understanding of systems telemetry
  • Ability to diagnose unfamiliar systems, to determine root cause
  • Ability to triage, critical problem solving and conflict resolution
  • Understanding of a blameless culture
  • Ability to work independently and self-organize
  • Organizational, prioritization and multitasking skills
  • Support Team Lead experience 2+ years. BA/BS/Technical degree/Technical certification or equivalent working experience
  • Active Directory Experience: Windows Active Directory & Azure Active Directory
  • Support Security and Network experience
  • Data analysis and SQL skills
  • Familiarity with the functional domains of order management, supply chain management, procurement, warehouse management, inventory management, fulfillment planning, transportation management
  • Familiar with Jira, Jira Service Desk, Microsoft Teams, Microsoft Azure
  • Microsoft Azure certifications


  • An annual salary, paid bi-weekly 
  • 20% discount on SPUD.ca purchases 
  • Extended Health Care Benefits (after 90 days) including: massage therapy, acupuncture, naturopath, physiotherapy, psychologist, chiropractor, 80% dental and prescriptions covered, life insurance, travel insurance, discounted eye exam- and more 


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