Customer Delivery Technical Leader (Canada)

Role overview

Guide customers through adopting and improving technical solutions for IT operations and observability. In ongoing customer engagements, you’ll provide strategic direction, hands-on technical guidance, and a dependable point of contact, while helping resolve complex issues and improve service delivery practices.

Responsibilities

- Plan and carry out adoption, optimization, and integration work within long-term customer engagements. - Establish regular customer touchpoints, document progress, and communicate outcomes. - Guide the integration of IT operations and observability solutions into customer architectures. - Advise on enterprise architecture, configuration, and optimization in sophisticated environments, including DevOps-related work. - Represent customer priorities internally, coordinate with account partners, and handle technical escalations. - Share expertise and contribute to repeatable processes that improve service quality and scale.

Requirements

- At least three years of technical consulting or big-data analytics experience. - At least three years of hands-on administration and use of a relevant log analytics platform or its enterprise security offering. - Strong customer-facing communication skills, including the ability to build trust, mentor customers, and guide issue resolution. - Ability to manage strategic customer relationships that require negotiation, partnership, and conflict resolution.

Nice to have

- Knowledge of common enterprise applications and experience in IT systems, infrastructure or application management, security, analytics, or software. - Familiarity with shell scripting, application development languages, databases, and analytical tools. - Statistical or analytical modeling experience. - Ability to listen actively, explain technical concepts clearly, and advocate for customer needs.

Benefits and work setup

- Remote work is available anywhere in Canada.