Land Administration : Customer Support and Help Desk Leader

Innovation at the Core:
We utilize leading-edge technologies, allowing you to develop highly sought-after skills in a dynamic, forward-thinking environment.

Global Impact:
You’ll have the opportunity to contribute to meaningful projects that help countries and citizens secure land rights and drive positive societal change.

Mission-Driven Work:
Be part of a team focused on empowering nations and communities to achieve long-term social, economic, and environmental sustainability.

Collaborative Culture:
Work alongside best-in-class partners and professionals who are passionate about making an impact and bringing innovative solutions to life.

If you’re passionate about technology, social change, and working on impactful global projects, we want to hear from you.

At LAC the Support and Help Desk Leader will establish, own, and continuously improve our scalable support/help desk framework, allowing our current and future customers to receive world-class technical support, regardless of their location.

You’ll be hands‑on initially, supporting our current customers as you develop and document end‑to‑end processes as we grow.

As our support and help desk team grows, you will draw on your experience leading and working in technical help desks to develop our support processes, creating documentation and providing training to train new team members as we expand to new jurisdictions, while also actively supporting customers with their technical problems.

This role will collaborate closely with our existing testing team, developers,and technical leadership, and will report to our Director of Operations.

This position is 80% hands‑on technical work diagnosing and addressing customer support tickets in a complex environment, and 20% establishing our LAC support processes.

Please note that we are unable to sponsor work visas of any kind.

• Remote within Canada (our ideal candidate has the flexibility & maturity to manage a schedule that includes occasional virtual and in‑person collaboration with teams in British Columbia, India, and Northern Ireland)
• $75,000 – $95,000 annual salary
• Five weeks of paid PTO annually

• Diagnosing and resolving help desk tickets and customer support inquiries.
• Working with customers to resolve technical issues to satisfaction.
• Supporting customers directly in our complex platform and domain with their technical problems and seeing them through to complete resolution and satisfaction.
• Providing regular customer support reviews and driving customer meetings, getting feedback, and finding ways to improve support and the product.
• Create and update support documentation, runbooks, troubleshooting guides, and knowledge base articles.
• As the team grows, you will design and deliver onboarding programs to help desk staff, focusing on platform fundamentals, customer environments, and L3/L4 support protocols.
• Manage support tools (ticketing systems, dashboards, analytics) to enable efficient operations (such as help desk responses) and reporting.
• Define and monitor support metrics (e.g., response/resolution times, customer satisfaction, backlog health).
• Establish support/help desk SLAs and ensure compliance with agreed service levels for all customers.
• Act as a steward of support knowledge, conduct regular audits of support documentation and processes, incorporating feedback from teams and customers.
• Mentor new hires and junior analysts, accelerating ramp‑up and fostering a culture of continuous improvement.
• Develop feedback loops to refine support processes, documentation, and training materials.

• Experience navigating complex databases, knowledge bases, and content management systems to find and deliver complex technical terms to both a technical and non‑technical audience.
• Demonstrated strong troubleshooting skills by efficiently diagnosing technical issues, assessing their impact, and delivering effective resolutions to customers in a timely manner.
• Working directly with customers in complex technical environments and platforms and being able to get up to speed quickly with complex software solutions in highly nuanced customer domains.
• Being able to support those…