The Application Modernization Platform team aids developers in making the shift from relational databases to MongoDB, building toolkits that leverage AI to power seamless transitions. 

As a Senior Technical Program Manager, you will own the successful delivery of complex, cross-functional efforts for Application Modernization. You will partner closely with stakeholders across the organization from Engineering, Product, Product Design, and Field-facing teams to develop and execute against our overall product vision and business objectives, uncover solutions to technical challenges, and provide data-driven insights that power strategic decision-making.

This remote position is open to candidates in Eastern and Central timezones.

The right candidate for this role will be:

• Experienced with 5+ years of Software development background, preferably with experience with Java web services and with relational data modelling and SQL
• Familiar with tools and methodologies for code analysis, refactoring, and automated testing
• Able to partner with technical stakeholders in methodically breaking down engineering challenges to deliver against abstract goals
• Able to participate in technical design discussions and summarize trade-offs, outcomes, and next steps
• Skilled at communicating across a diverse set of engineers and stakeholders
• Capable of deep user empathy and adept at balancing product goals and engineering constraints to deliver impactful experiences
• Hyper-organized and capable of coordinating across multiple independent work streams and organizations
• A role model for effective execution practices, driven by an attuned sense of priority and urgency
• Able to leverage their experience in program delivery to influence improvements to our tools, operations, architecture
• Trained in working with project tracking software (JIRA is preferred)
• Familiar with MongoDB or a comparable technology
• Exposed to generative AI and Machine Learning
• Interested in business automation work such as scripting in Python, Google Apps Script and Slack

Position Expectations:

• Leverage technical acumen and analytical skills to drive engineering programs forward and maximize business value delivery
• Recognize patterns in a sea of information and take action accordingly
• Develop a strategic approach to program management that balances hands-on oversight with process-driven operationalization. This involves discerning when to provide direct guidance and when to empower teams by establishing clear frameworks and guidelines for ongoing initiatives
• Build strategic partnerships with Product, Design, and Engineering stakeholders
• Expand knowledge into new domains as called upon
• Embody MongoDB's core values and leadership principles

Success Measures:

• In 3 months you will be ramped on the App Modernization product and engineering roadmap
• In 6 months you will own and drive critical initiatives across the App Modernization portfolio
• In 12 months you will be organizing multiple high impact efforts and integrating improvements to frameworks for managing critical programs at MongoDB

About MongoDB

MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure.

With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software.

Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. 

To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world!

MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.

MongoDB is an equal opportunities employer.

REQ ID: 4263333180

L'Entreprise

Versaterm est une entreprise mondiale de solutions de sécurité publique qui aide les agences à transformer la façon dont elles servent leurs communautés. Depuis 1977, nous bâtissons un écosystème d'outils intuitifs conçus pour les agences de sécurité publique, les laboratoires judiciaires, les systèmes judiciaires, les écoles et d'autres institutions. Grâce à des intégrations réfléchies et à une stratégie de croissance sélective, nous nous concentrons sur l'amélioration des flux de travail pour aider nos clients à obtenir des opérations plus efficaces, un meilleur service et des résultats plus justes.

Nos équipes sont animées par l'innovation, l'expertise et un engagement inébranlable envers le succès de nos clients. Alors que nous continuons à développer et à étendre notre écosystème, vous aurez l'occasion de contribuer à des solutions qui renforcent la sécurité des communautés et transforment l'avenir de la technologie de la sécurité publique. Si vous êtes passionné par l'idée de faire une différence significative, nous aimerions vous entendre.

Le Role

Sommaire du poste

Le ou la Chef Technique, Déploiement et Escalade est responsable de l’expertise technique avancée (niveaux 2 et 3), de la gestion des ressources techniques dédiées aux installations, ainsi que du soutien aux projets d’implémentation et aux escalades critiques des solutions de téléphonie de Komutel.

Le poste est principalement orienté NG911, tout en couvrant également des environnements hors 911, notamment dans le secteur de la santé et d’autres services critiques, incluant des projets réalisés en partenariat avec AVAYA.

Cette personne agit à titre de référence technique, gestionnaire opérationnel et point d’escalade, dans des environnements à haute disponibilité et à forte criticité.
Le support de niveau 1 est assuré par le service à la clientèle centralisé de Versaterm et ne fait pas partie du périmètre du poste

Ce que vos appoeterez

Gestion des ressources techniques niveaux 2 et 3

• Encadrer, gérer et coordonner les ressources techniques de niveaux 2 et 3 dédiées aux installations et aux projets d’implémentation.
• Planifier, prioriser et répartir les activités techniques en fonction des projets NG911 et hors 911 en cours.
• Assurer le développement des compétences, le coaching et l’amélioration continue des ressources techniques.
• Participer aux évaluations de performance et contribuer à la stabilité et à l’efficacité de l’équipe.
• Adoptez les outils d'IA dans vos flux de travail de support quotidiens pour accroître la productivité, améliorer la qualité des réponses et favoriser l'apprentissage continu.

Leadership technique et expertise

• Agir comme point d’escalade technique pour les problématiques complexes.
• Valider les architectures techniques et recommander les meilleures pratiques selon les standards NG911 et les exigences clients.
• Assurer la cohérence, la qualité et la standardisation des configurations techniques.

Déploiements et projets

• Soutenir activement les projets d’implémentation, de la conception à la mise en production.
• Collaborer étroitement avec les chargés de projets afin d’assurer la faisabilité technique, la qualité des livrables et le respect des échéanciers.
• Participer aux tests d’intégration, aux migrations, aux mises à niveau et aux mises en service critiques.
• Assurer une transition adéquate vers l’exploitation et le support post-implantation.

Escalades et environnements critiques

• Diagnostiquer et résoudre des problématiques complexes liées notamment à :
• SBC et PBX basés sur FreeSWITCH
• Plateformes de téléphonie AVAYA et leurs intégrations
• Call flows et dialplans NG911 et hors 911
• I3CI, ACD, SIPREC
• Intégrations ESInet (Bell, Telus) et réseaux privés
• Analyser les journaux, métriques et comportements systèmes afin d’identifier les causes racines.
• Collaborer avec les équipes d’ingénierie, de produit et les partenaires externes, incluant AVAYA, lors d’incidents majeurs ou d’enjeux complexes.

Standards, documentation et amélioration continue

• Définir, maintenir et faire évoluer les standards techniques d’installation et de déploiement.
• Maintenir une documentation technique claire incluant guides d’implémentation, procédures d’escalade et meilleures pratiques.
• Contribuer à l’amélioration continue des processus de déploiement et de support avancé.

Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• Plateformes AVAYA
• SIP, RTP, TLS, SRTP
• ACD, routage d’appels et dialplans
• SIPREC
• Linux et outils en ligne de commande
• PostgreSQL, Wallboard et Komutel Reports
• Virtualisation et haute disponibilité
• Interopérabilité ESInet et réseaux clients privés

Formation et expérience

• Diplôme en télécommunications, informatique ou expérience équivalente.
• Entre 8 et 12 ans d’expérience pertinente en téléphonie IP, VoIP ou environnements critiques.
• Expérience démontrée en déploiement de solutions complexes chez des clients.
• Expérience en gestion ou en encadrement d’équipes techniques spécialisées.
• Expérience avec les plateformes AVAYA ou leurs intégrations, considérée comme un atout important.
• Excellente maîtrise des environnements VoIP et des protocoles SIP.
• Forte capacité d’analyse, de diagnostic et de résolution de problèmes complexes.
• Connaissance des architectures NG911 et des environnements mission critiques.
• Aisance avec Linux, la ligne de commande et les outils d’automatisation.
• Leadership technique, autonomie et rigueur professionnelle.
• Excellentes habiletés de communication et de collaboration.

Remarque : Ce poste nécessite une habilitation de sécurité du gouvernement du Canada. Les candidats doivent être légalement autorisés à travailler au Canada et doivent obtenir et conserver une habilitation de sécurité de fiabilité. Veuillez noter que certains contrats clients peuvent imposer des exigences supplémentaires en matière de vérification de sécurité. L'obtention et le maintien de toutes les habilitations de sécurité requises sont une condition d'emploi. Pour plus d'informations sur le processus de contrôle de sécurité du gouvernement du Canada, veuillez consulter le site Services publics et Approvisionnement Canada.

The Role

The Technical Lead NG911 – Deployment & Escalation is responsible for advanced technical expertise (Level 2 and Level 3), management of technical resources dedicated to installations, and support of deployment projects and critical escalations for Komutel telephony solutions. The role is primarily focused on NG911 solutions, while also supporting non-911 environments, including healthcare and other mission-critical sectors, and deployments delivered in partnership with AVAYA. This position acts as a technical authority, operational people manager, and escalation point for complex, high-availability environments. Level 1 support is provided by Versaterm’s centralized Customer Support organization and is not part of this role’s scope.

What You Do

Technical Team Management (Level 2 and Level 3)

• Lead, manage, and coordinate Level 2 and Level 3 technical resources dedicated to installations and implementation projects.
• Plan, prioritize, and assign technical work across NG911 and non-911 projects.
• Support skills development, coaching, and continuous improvement of technical staff.
• Participate in performance evaluations and contribute to team stability and operational excellence.
• Adopt AI tools as part of daily support workflows to enhance productivity, improve response quality, and support continuous learning.

Technical Leadership and Expertise

• Act as the primary escalation point for complex technical issues.
• Validate technical architectures and deployment approaches in accordance with NG911 standards and customer requirements.
• Ensure consistency, quality, and standardization of technical configurations across customer environments.

Deployments and Implementation Projects

• Actively support deployment projects from design through production go-live.
• Work closely with Project Managers to ensure technical feasibility, quality delivery, and schedule adherence.
• Participate in integration testing, upgrades, migrations, and critical cutovers.
• Ensure proper transition to operations and post-deployment support.
• Escalations and Mission-Critical Environments
• Diagnose and resolve complex issues related to:
• FreeSWITCH-based SBC and PBX platforms
• AVAYA telephony platforms and integrations
• NG911 and non-911 call flows and dialplans
• I3CI, ACD, SIPREC
• ESInet integrations (Bell, Telus) and private networks
• Analyze logs, metrics, and system behavior to determine root causes.
• Collaborate with Engineering, Product, and external partners, including AVAYA, during major incidents or complex escalations.

Standards, Documentation, and Continuous Improvement

• Define, maintain, and evolve technical deployment standards and best practices.
• Maintain clear technical documentation, including implementation guides and escalation procedures.
• Contribute to continuous improvement of deployment, escalation, and operational processes.

Technical Environment / Environnement technique

• FreeSWITCH (SBC, PBX, Media)
• AVAYA platforms and integrations
• SIP, RTP, TLS, SRTP
• ACD, call routing, and dialplans
• SIPREC
• Linux and CLI tools
• PostgreSQL, Wallboard, Komutel Reports
• Virtualization and high-availability architectures
• ESInet interoperability and private customer networks

What You Bring

• Degree in Telecommunications, Computer Science, or equivalent experience.
• 8 to 12 years of relevant experience in VoIP, IP telephony, or mission-critical environments.
• Demonstrated experience delivering complex customer deployments.
• Experience leading or managing specialized technical teams.
• Experience with AVAYA platforms or integrations is a strong asset.
• Strong expertise in SIP-based VoIP environments.
• Advanced troubleshooting and root-cause analysis skills.
• Knowledge of NG911 architectures or other mission-critical systems.
• Strong Linux and command-line proficiency.
• Technical leadership, autonomy, and professional rigor.
• Excellent communication and collaboration skills.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

What we’re looking for

SurveyMonkey is reimagining how people gather insights by bringing AI directly into the survey workflow. This role will play a critical part in building the platform and product capabilities that enable these AI-driven experiences. The work you lead will directly influence how millions of users interact with the product and unlock entirely new ways for organizations to collect and act on feedback. In this role, you will report to the Senior Director of Product Management and will partner closely with engineering, AI/ML, design, and data science teams to deliver against this vision.

What you’ll be working on

• Partner with product leadership to define AI and agentic capabilities that power the product
• Own the roadmap for the key components of the AI platform, including orchestration layers, tool/action frameworks, context management, and evaluation pipelines
• Partner closely with AI/ML, platform engineering, design, and data science teams to ship scalable capabilities that integrate LLMs, internal APIs, and product workflows
• Establish evaluation frameworks and success metrics for AI and agentic capabilities
• Define guardrails, reliability standards, and safe execution mechanisms to ensure AI operates predictably and securely within the SurveyMonkey ecosystem
• Drive cross-functional alignment across engineering, design, data, GTM, and leadership to launch greenfield AI capabilities at scale.

We’d love to hear from people with

• 5+ years of product management experience building and launching SaaS products
• 2+ years of experience launching AI-powered products involving generative AI and conversational interfaces.
• 3+ years defining ML platform capabilities, including model development, integration, evaluation pipelines, data feedback loops, and platform APIs
• Strong understanding of AI frameworks and architectures with deep knowledge of evals, and context management (technical fluence around these components is expected)
• Experience writing lightweight code to prototype AI capabilities
• Demonstrated experience building 0→1 products or greenfield capabilities, navigating ambiguity and driving initiatives from concept to launch.
• Experience defining clear product metrics and success frameworks, including adoption, engagement, task success, model quality, and business impact.
• Ability to work deeply with engineering and ML teams, translating technical constraints into product decisions and vice versa.

Nice to Have

• Product management experience working across both consumer and enterprise SaaS products 
• Past experience with product development leveraging Open AI for enterprise and AWS technologies like AWS Bedrock and SageMaker
• Curiosity and enthusiasm for staying on top of rapidly evolving AI technologies, tools, and frameworks

The base pay provided for this position ranges from CAD $133,450.00/year - $157,000.00/year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. 

This opening is for an existing vacancy.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Ottawa office up to 1 day per week.

#LI-Hybrid

The Role

AI is no longer a roadmap item — it's the operating system for how modern growth teams win. We're hiring a AI Native Engineer, Growth Marketing to be the hands-on builder who embeds AI into every corner of how our Growth team works: performance marketing, creative production, CRM, landing pages, growth ops, and beyond.

This is a rare hybrid role. You're equal parts engineer and growth practitioner — someone who can write a Python script in the morning, ship a Braze-connected AI workflow by afternoon, and explain the business impact to a non-technical stakeholder by EOD. You don't need to have done this at scale before — you need to be obsessed with building at the frontier of what's possible and have the technical chops to make it real.

You'll report directly to the Head of Growth and work across every subteam in the Growth org as their embedded AI engineer.

Responsibilities:

• Performance Marketing: Build AI-powered tools to automate bid strategy analysis, budget pacing alerts, creative performance scoring, and anomaly detection across paid channels (SEM, Meta, Affiliate, YouTube, etc.)
• Creative Studio: Develop AI workflows for ad copy generation, creative brief automation, image asset variation at scale, and creative performance feedback loops between analytics and the studio team
• CRM & Lifecycle: Implement AI-driven personalization and send-time optimization across email, SMS, push, and in-app channels; build agentic workflows that pull Snowflake data, generate segment logic, and trigger Braze campaigns with minimal manual intervention
• Landing Pages & Conversion: Automate LP variant generation, headline testing ideation, and personalization logic by audience segment or traffic source
• Growth Ops: Build internal AI tools — dashboards, Slack bots, report generators — that reduce repetitive analytical work and accelerate decision-making across the team
• Growth Product: Partner with Product and Engineering to identify where AI-powered features (recommendations, dynamic content, smart nudges) can accelerate funnel conversion and retention
• Tooling & Infrastructure: Evaluate, implement, and maintain the AI/ML toolstack that powers Growth — from LLM APIs to workflow orchestration tools to data pipelines

What Success Looks Like

• A measurable reduction in manual hours across mundane Growth through AI-driven automation
• At least 5-10 production-grade AI tools or workflows live and actively used by the team within the first 4 months
• CRM campaigns that are more personalized, faster to launch, and higher-performing because of AI assist
• Creative output volume increases without a proportional increase in headcount
• The Growth team thinks of you first when they want to do something smarter, faster, or at scale

Qualifications:

• 2–5 years of engineering or technical experience, with meaningful hands-on work applying AI/LLMs to real business problems (side projects count — we care about what you've built, not just where)
• Proficiency in Python or Typescript and comfort working with APIs (OpenAI, Anthropic, or similar LLM providers)
• Build repeatable skills or plugins for popular LLM clients to empower your team
• Educate and mentor team members to become more AI-Native
• A builder's mentality: you'd rather ship a working prototype than write a spec about one
• Ability to work cross-functionally and translate between technical and non-technical stakeholders

Preferred requirements:

• Experience with workflow orchestration tools (Agent SDK, n8n, Make, Zapier, or custom Typescript/Python pipelines)
• Prior work at a DTC subscription company or growth-stage startup
• Familiarity with prompt engineering, RAG architectures, or fine-tuning
• Experience building internal tools used by non-technical teams
• Familiarity with marketing platforms and data infrastructure — ideally some combination of Braze, Google Ads, Meta Ads Manager, Snowflake, or equivalent
• Strong enough understanding of growth marketing to ask the right questions and build tools that practitioners actually want to use

Technologies You'll Use

• LLM APIs: OpenAI, Anthropic, and/or open-source models
• CRM & Marketing: Braze, Google Ads, Meta Ads Manager
• Data: Snowflake, SQL, Tableau, dbt, Hex
• Orchestration: Typescript, Agent SDK, Vercel AI SDK, Python, n8n, Make, or similar
• Collaboration: Slack, Notion, Jira, Google Workspace

Benefits

 🩺 Health Insurance coverage (Canada Life)

⛱ Flexible Paid Time Off

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Paid Family leave.

🕯 Compassionate Leave: 3-5 days each time the need arises

🥘 A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly.

🧘🏽‍♀️ Wellness perks: fitness subsidies to build a healthy lifestyle

👩🏾‍🏫 Personalized Spanish coach

🚀 Awesome opportunity to join a company that is looking to change how we eat and how chefs work!

What we’re looking for

The Machine Learning Platform team (MLP) is seeking a Senior Software Engineer II to design and implement the secure, highly scalable, and high-performance pipelines that govern the end-to-end lifecycle of ML models.

You will work at the intersection of Data Science and DevOps, building the "connective tissue" that empowers our product portfolio to leverage technologies like Generative AI, Natural Language Processing (NLP), and real-time classification. We are looking for a subject matter expert who will drive innovation and deliver results that meet the dynamic needs of a high-growth AI environment. You will report to the Senior Engineering Manager on the MLP Solutions team.

What you’ll be working on

• Build and maintain robust ML systems using Python (Pandas/NumPy, PyTorch/transformers) to support efficient ML operations.
• Design ML cloud infrastructure using AWS services, ensuring the platform is built for reuse, scalability, and high-volume throughput.
• Collaborate with application engineers to integrate, test, and monitor ML model services across SurveyMonkey’s microservices architecture.
• Act as a consultant to internal feature teams, educating and influencing decisions regarding ML tooling and infrastructure.
• Incorporate telemetry into the platform for complex failure mode analysis, ensuring real-time reliability for millions of daily survey responses.
• Serve as a technical leader and mentor, championing high standards in coding, documentation, and architectural best practices to foster the professional growth of junior engineers on the MLP team.

We’d love to hear from people with

• 8+ years of professional ML development experience with a proven track record of designing and implementing ML infrastructure in AWS.
• Mastery of ML concepts (supervised/unsupervised learning) and deep understanding of Large Language Models (LLMs) and NLP.
• Expert-level Python skills and experience with high-scale data processing (PySpark, etc.).
• Comfortable with Unix/Linux systems and experienced in deploying end-to-end solutions for real-time applications (spam detection, personalization, ranking).
• Bachelor’s Degree in Computer Science, Data Science, Software Engineering, Mathematics, Statistics, or a related quantitative field.

The base pay provided for this position ranges from CAD $126,400.00/ year - $158,000.00/ year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. 

This opening is for an existing vacancy.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Ottawa office up to 1 day per week.

#LI-Hybrid

What we’re looking for

At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot.

In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

What you’ll be working on

• Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.
• Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.
• Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.
• Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities.
• AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.
• Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.
• Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.
• Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.

We’d love to hear from people with

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function.
• Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.
• IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
• Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

The base pay provided for this position ranges from CAD $92,650/ year - $109,000/ year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; RRSP matching; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits. 

This opening is for an existing vacancy.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Ottawa office up to 1 day per week.

#LI-Hybrid

What we’re looking for

At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot.

In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

What you’ll be working on

• Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.
• Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.
• Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.
• Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities.
• AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.
• Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.
• Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.
• Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.

We’d love to hear from people with

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function.
• Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.
• IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
• Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

The base pay provided for this position ranges from $101,150/ year - $119,000/ year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from our Portland office up to 1 day per week.

#LI-Hybrid

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities 

What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center for CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

• Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
• Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
• Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
• Conduct regular one-on-ones, performance reviews, and career development planning for all team members
• Handle critical escalations requiring both technical expertise and customer engagement skills
• Collaborate closely with other technical teams on escalations and customer communications
• Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
• Identify training needs and develop competency programs across technical and user enablement skills
• Implement process improvements balancing reactive support with proactive customer enablement
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• Manage on-call schedules while coordinating scheduled customer training and engagement activities
• Partner with other support managers to ensure consistent service delivery across all products
• Develop documentation including technical procedures, knowledge base articles, and training materials
• Build relationships with diverse customer stakeholders
• Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
• Foster a culture of versatility, continuous learning, and customer-first mindset
• Participate in product roadmap discussions representing comprehensive support insights
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology,  Information Systems, Business or related field
• 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience. 
• Experience with public safety or mission-critical software systems strongly preferred
• Proven track record of managing diverse support teams in a software environment
• Strong technical foundation combined with customer engagement and training expertise
• Experience managing both SLAs/operational metrics and customer adoption KPIs
• Demonstrated success in developing versatile team members with cross-functional skills
• Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences
• Proficiency with support ticketing systems, reporting tools, and customer success platforms
• Experience managing 24x7 support operations
• Ability to context-switch between different support disciplines and priorities
• Strong analytical, problem-solving, and relationship management skills

Asset Qualifications:

• ITIL certification or service management framework experience
• Customer Success Manager certification (CCSM, CCSMP)
• Experience with support automation, AI technologies, and digital transformation
• Knowledge of public safety standards and compliance requirements
• Previous experience in government or regulated industries
• Project management or change management certification
• SQL knowledge and understanding of system integration concepts

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center for CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

What we’re looking for

At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot.

In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

What you’ll be working on

• Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.
• Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.
• Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.
• Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities.
• AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.
• Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.
• Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.
• Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.

We’d love to hear from people with

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function.
• Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.
• IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
• Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

The base pay provided for this position ranges from $101,150/ year - $119,000/ year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience.

Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution. While this role is remote, it may require in-person participation. You will be encouraged to attend company events throughout the year. These events will take place at a designated SurveyMonkey office or location.

#LI-remote

About the Role

We’re looking for a digital-first marketer who knows how to take bold brand stories and make sure they actually get seen. As Knak’s Senior Demand Gen Manager, you’ll own the channels that amplify our content - paid media, SEO, retargeting, and distribution mechanics - and make sure every campaign reaches the right buyers in the right places.

You won’t be starting from scratch. You’ll collaborate closely with our new Director of Brand & Content to bring campaign narratives to life, and you’ll manage our SEO and Paid consultants to execute with precision. Your superpower is knowing how to translate a creative idea into performance - connecting storytelling with measurable growth.

This is not a “post and pray” digital role. It’s about amplification, targeting, and optimization - ensuring Knak’s content and campaigns cut through the noise and drive real impact.

What You’ll Do

Demand Generation Strategy & Execution

• Drive Knak’s demand generation strategy across the full funnel, executing programs that generate qualified pipeline, revenue growth, and efficient customer acquisition.
• Define and run integrated campaigns across paid media (LinkedIn, Google, retargeting, ABM platforms), lifecycle/email, content syndication, webinars, and events.
• Translate revenue goals into clear demand gen plans that improve conversion at every stage, reduce CAC, and accelerate pipeline velocity.
• Manage and optimize Knak’s web and digital touchpoints, ensuring prospects have a seamless journey from ad to landing page to conversion.
• Manage day-to-day work of SEO and paid consultants, ensuring alignment with brand campaigns and ICP targeting (enterprise marketing teams using Marketo, Pardot, SFMC, Eloqua).

Amplification & Distribution

• Build distribution strategies that extend the reach of benchmark reports, product launches, POVs, and customer stories across digital channels.
• Partner with the Content Pod to translate campaign narratives into channel-ready plans and repurpose assets (blogs, videos, POVs) into high-performing digital formats.
• Collaborate with lifecycle email SME to ensure nurture programs move users from awareness through activation, expansion, and retention.
• Monitor competitive digital strategies and test emerging formats and channels to keep Knak differentiated in a crowded space.

Cross-Functional Partnership

• Partner closely with Sales and RevOps to align on ICPs, targeting, funnel definitions, lead management, and pipeline goals.
• Work with Product Marketing to translate value propositions, use cases, and launches into compelling demand programs.
• Build feedback loops so creative ideas and campaign strategies are continuously informed by performance data and customer insights.

Measurement & Optimization

• Lead demand gen forecasting, budgeting, and performance reporting, translating digital performance into business outcomes: pipeline creation, influenced revenue, and market share.
• Run experiments on targeting, channels, creative, and formats to continuously improve conversion rates and ROI.
• Leverage attribution modeling, incrementality testing, and A/B testing to optimize spend and inform future investments.
• Recommend budget allocations and optimize across campaigns for maximum efficiency.

About You

• 6–10+ years of experience in demand generation, growth marketing, or performance marketing within a B2B SaaS environment.
• Proven track record building and scaling demand programs that drive measurable pipeline and revenue impact.
• Deep understanding of full-funnel marketing, SaaS metrics (CAC, LTV, payback, activation, retention), and experimentation frameworks.
• Fluency in LinkedIn Ads, Google Ads, ABM platforms, and SEO strategy, with hands-on experience managing significant budgets.
• Strong analytical mindset; comfortable using data to diagnose performance, prioritize opportunities, and guide decision-making.
• Experience partnering cross-functionally with Sales, Product Marketing, RevOps, and Product teams.
• Hands-on experience with marketing automation tools and lifecycle marketing programs.
• Experience managing agencies, consultants, or freelancers, and knowing how to get quality work out of partners.
• A high degree of agency: bias for action, strong follow-through, and excellent operational discipline.

Bonus Points If You...

• Have experience marketing to Marketing Ops or technical SaaS buyers.
• Have worked in partnership with brand/content teams, not just demand gen.
• Can get hands-on in platforms (Google Analytics, LinkedIn Ads Manager, SEO tools).
• Have tested creative formats like short-form video, meme-led ads, or interactive campaigns.

The Impact You’ll Make

• You’ll own the demand engine that turns Knak’s brand into measurable pipeline and revenue, bridging the gap between creative storytelling and performance outcomes.
• You’ll have ownership of budget, channels, and consultants, with a creative partner in the Content Pod and cross-functional allies across Sales, RevOps, and Product Marketing.
• You’ll build the systems, experiments, and programs that help Knak show up where our buyers spend their time, and convert them when they do.
• You’ll join a high-trust, low-ego team that’s serious about doing great work.

What we’re looking for

At SurveyMonkey, we’re empowering millions of people to unlock value from their data through intuitive, intelligent self‑service experiences. We’re looking for a forward‑thinking leader to execute our self‑service strategy across our Help Center and our customer‑facing chatbot.

In this role, you’ll design and run the information architecture and knowledge systems that power AI‑driven support. Leading a team of technical writers and conversational designers, you’ll ensure customers get the right answer at the right time, through content, automation, or a seamless handoff to support, while driving down transactional contacts and maintaining strong customer satisfaction.

What you’ll be working on

• Strategy & Roadmap Execution: Partner with the Director to execute the self-service roadmap, owning the day-to-day delivery of a cohesive Help Center and chatbot experience. You will balance automation with human support to hit targets for resolution, deflection, and customer satisfaction.
• Information Architecture & AI Readiness: Audit and evolve the Help Center’s IA, taxonomy, and metadata to ensure content is intuitive for users and optimized for AI systems like LLMs, RAG, and search.
• Chatbot & Conversational Design: Oversee continuous chatbot improvements by leading conversational designers to optimize intents, flows, and routing. The goal is to resolve high-volume, low-value contacts while ensuring high-value issues reach the support team.
• Content Lifecycle & Quality: Own the end-to-end process for article creation, updates, and retirement. Ensure all content is accurate, discoverable, on-brand, and aligned with current product capabilities.
• AI Operations & Innovation: Develop workflows that leverage AI tools for drafting, translating, and tagging content and bot responses, maintaining "human-in-the-loop" quality assurance.
• Data Analytics & Insights: Analyze search trends, "no-result" queries, click-paths, and transcripts to identify gaps. Use these insights to prioritize the backlog and execute a roadmap that reduces transactional contacts.
• Cross-Functional Collaboration: Coordinate with Support, Product, Engineering, and Marketing to ensure documentation and chatbot experiences are fully prepared for every feature launch and product change.
• Team Leadership & Development: Lead and coach technical writers and conversational designers. Act as a "player-coach" by getting hands-on with the CMS or chatbot as needed while building repeatable processes and long-term team capabilities.

We’d love to hear from people with

• 5+ years in Knowledge Management, Technical Documentation, or Content Strategy (SaaS preferred), with proven experience owning a Help Center or self-service function.
• Technical & Platform Expertise: Proficiency in KB platforms (Zendesk Guide), CRMs (Salesforce), and conversational AI/chatbots (Ada, Intercom). Experience with HTML/CSS, templating, and analytics tools to track user behavior is a plus.
• IA & Data-Driven Strategy: Strong information architecture skills with a track record of building scalable knowledge structures. You use metrics and experimentation to prioritize workflows, manage risk, and validate decisions.
• Hands-on Leadership: Ability to manage content and chatbot flows directly while building the processes and team needed to transition into an orchestration and coaching-focused role.

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, this opportunity is hybrid and requires you to work from the SurveyMonkey office in Heredia 3 days per week.

Please apply using an English version of your resume/CV.

#LI - Hybrid

Location: Ottawa, ON

As a Solutions Architect on the Canada team focused on Digital Native customers, you will shape the future of the big data landscape by working with the most sophisticated data engineering and data science teams in the world.

Reporting to the Field Engineering Manager, you will collaborate with customers, product teams, and the broader customer-facing team to develop architectures and solutions using our platform and APIs. You will guide customers through the competitive landscape, best practices, and implementation; and develop technical champions along the way.

The impact you will have:

• You will partner with the sales team and provide technical leadership to help customers understand how Databricks can help solve their business problems.
• Consult on Big Data architectures, implement proof of concepts for strategic projects, spanning data engineering, data science and machine learning, and SQL analysis workflows. As well as validating integrations with cloud services, home grown tools, and other 3rd party applications
• Collaborate with your fellow Solutions Architects, using your skills to support each other and our users
• Become an expert in, promote, and recruit contributors for Databricks inspired open-source projects (Spark, Delta Lake, and MLflow) across the developer community.

What we look for:

• 5+ years in a data engineering, data science, technical architecture, or similar pre-sales/consulting role
• Experience building distributed data systems
• Comfortable programming in, and debugging, Python and SQL
• Have built solutions with public cloud providers such as AWS, Azure, or GCP
• Expertise in one of the following:
  • Data Engineering technologies (Ex: Spark, Hadoop, Kafka)
  • Data Science and Machine Learning technologies (Ex: pandas, scikit-learn, pytorch, Tensorflow)
• Available to travel to customers in your region
• [Desired] Degree in a quantitative discipline (Computer Science, Applied Mathematics, Operations Research)
• Nice to have: Databricks Certification

NOTE: If your experience isn’t a perfect match for the job description, but you feel like you’re a good fit for the role, apply.  We want to work with smart, passionate, people who are good at their job, and, a lot of times, those people have non-linear career paths.

The Role

The Senior Manager, Customer Support provides leadership and oversight to multiple Support Managers, Team Leads and their teams spanning complex support functions that encompass technical support and user enablement services. They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, develop organizational talent, and align comprehensive support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
• 8-10+ years of progressive experience across technical support and/or customer success with at least 3+ years in a managerial or leadership role or applicable combination of experience.
• Proven track record of managing multiple teams or complex support organizations with diverse functions
• Deep experience supporting enterprise software in public safety or mission-critical environments
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

The Role

The Senior Manager, Customer Support provides leadership and oversight to multiple Support Managers, Team Leads and their teams spanning complex support functions that encompass technical support and user enablement services. They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, develop organizational talent, and align comprehensive support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

 What You'll Bring

Required Qualifications:

• Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
• 8-10+ years of progressive experience across technical support and/or customer success with at least 3+ years in a managerial or leadership role or applicable combination of experience.
• Proven track record of managing multiple teams or complex support organizations with diverse functions
• Deep experience supporting enterprise software in public safety or mission-critical environments
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

The Role

The Senior Manager, Customer Support provides leadership and oversight to multiple Support Managers, Team Leads and their teams spanning complex support functions that encompass technical support and user enablement services. They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, develop organizational talent, and align comprehensive support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
•  Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

As the Training Content Development Manager for Global Training and Education at Cato Networks, you will lead the design and development of customer facing certification training courses. You will play a key role in building the next generation of the Cato Certification Program for customers, partners, and employees as part of the Global Training & Education team.

This role blends instructional design expertise, technical acumen, and team leadership to deliver engaging, scalable, and outcome-driven learning experiences aligned with Cato’s SASE platform.

Responsibilities

• Lead the design, development, and continuous improvement of certification training courses for customers, partners, and internal teams
• Manage and mentor a team of course developers, providing direction and coaching.
• Collaborate with a variety of stakeholders, including subject matter experts both internally and externally, to define learning objectives.
• Develop complete learning experiences, including courses, labs, and supporting materials aligned to certification paths
• Deliver beta versions of courses and train the trainer sessions as a means to gather feedback and make quality improvements to courses.
• Contribute as a subject matter expert to certification exams, ensuring alignment with course content and exam development best practices
• Ensure alignment between training content and Cato’s product roadmap and messaging
• Contribute to the development of innovative learning strategies, including digital learning, microlearning, and AI-assisted content

Required Knowledge and Skills

• 5+ years of strong instructional design expertise with experience developing technical certification training
• Proven people management and leadership skills, with experience leading content development teams
• Ability to simplify complex networking and security concepts for diverse audiences
• Strong collaboration skills with cross-functional teams including Product, Engineering, and Enablement
• 5+ years experience designing hands-on labs and scenario-based learning
• Familiarity with modern learning technologies including authoring tools and training lab environments

Required Technical Expertise

• Understanding of networking and security concepts such as: SASE, SD-WAN, SSE, Zero Trust, TCP/IP, routing, VPNs, authentication, and application-layer protocols
• Familiarity with cloud and security architectures
• Experience with virtualization and lab environments
• Exposure to enterprise networking or cybersecurity platforms

Qualifications

• 8+ years of experience in networking, security, or cloud technologies
• 5+ years of experience in technical training, instructional design, or content development
• 2+ years of experience in people management or team leadership preferred
• Relevant industry certifications (networking, security, or cloud) are a plus

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