Technical Service Support Manager

WellStat is a leading PropTechcompany providing integrated solutions for building management, indoor air quality monitoring, and energy optimization. The business operates across North America and the UK with a focus on sustainable building technologies and expanding their smart building platform globally.

About the role

In this role, you will help develop and manage WellStat’s expanding Technical Support function. You will provide remote technical support to employees across our global operations, coordinate with external service partners and deliver first-line support for customers using WellStat’s platform.

KEY RESPOSIBILITIES

• Provide remote support for software and hardware desktop environments used by WellStat employees.
• Manage user permissions and access to desktop applications.
• Manage WellStat technical service partners supporting the Microsoft tenant and cybersecurity.
• Receive, track and resolve employee service requests submitted through email, telephone and the internal support portal.
• Provide first-line support and user administration for customers accessing WellStat’s platform.
• Develop scalable technical support processes, procedures and documentation.
• Monitor service performance and prepare reporting on key measures, including mean time to resolution.
• Identify opportunities to improve the employee and customer support experience.

What You’ll Do

Engineering

• Build and ship production features in TypeScript, Node.js, and React.
• Design, implement, and deploy backend services and APIs on AWS using Node.js and TypeScript.
• Build responsive, well‑structured React front‑end components and interfaces.
• Write unit and integration tests, participate in code reviews, and uphold coding standards.

Required

• At least five years of IT service-support experience, including experience establishing support frameworks, processes and systems.
• Experience providing remote technical support within a global environment.
• Strong knowledge of Microsoft 365, desktop software and hardware support, user access management and service-request tracking.
• Experience coordinating Microsoft tenant and cybersecurity service providers.
• Exposure to AWS and Google Cloud environments.
• Experience supporting customer-facing technology platforms.
• Microsoft 365 Certified: Modern Desktop Administrator and CompTIA A+ certification, or equivalent relevant qualifications.
• Strong written and spoken English.
• A customer-focused approach, strong technical problem-solving skills and a clear sense of accountability.

If you enjoy building effective support processes, solving technical challenges and delivering a reliable service to users across different locations, we would love to hear from you !