Manager – Customer Technical Services & Validation

ValGenesis is a leading digital validation platform provider for life sciences companies. ValGenesis suite of products are used by 30 of the top 50 global pharmaceutical and biotech companies to achieve digital transformation, total compliance and manufacturing excellence/intelligence across their product lifecycle.

Learn more about working for ValGenesis, the de facto standard for paperless validation in Life Sciences: https://www.valgenesis.com/about

Responsibilities:
• Hands-On Technical & System Ownership

• Maintain a working, practical understanding of the ValGenesis platform, including core workflows, configurations, and common customer use cases.

• Understand why customers use the system, how it supports compliance, audit readiness, and operational efficiency in regulated environments.

• Actively assist the team with complex investigations, roadblocks, and showstoppers, especially when standard troubleshooting paths are insufficient.

• Validate that proposed resolutions, workarounds, or guidance are technically sound and appropriate for regulated use.

• Operational Oversight & Service Execution

• Oversee day-to-day CTS operations, ensuring adherence to support procedures, SLAs, and escalation processes.

• Monitor ticket queues, workload distribution, shift coverage, and handovers to ensure uninterrupted customer support across time zones.

• Ensure tickets are properly triaged, categorised, documented, and progressed within the ticketing system.

• Act as the first operational escalation point for issues that require judgment, prioritisation, or coordination.

• Meet regularly with customers’ primary points of contact to proactively manage priorities, prevent escalations, and support strong working relationships.

• Industry & Compliance Awareness

• Develop and maintain awareness of Life Sciences industry standards such as GxP principles and data integrity expectations.

• Understand how regulatory expectations influence system usage, customer behaviour, and support decisions.

• Recognise when an issue may have compliance, audit, or data integrity implications, and escalate appropriately to Senior Leads or specialised roles.

• Team Supervision & Coaching

• Supervise CTS team members, providing day-to-day guidance, coaching, and technical support.

• Coach team members on how to think about customer issues, not only how to follow procedures.

• Support onboarding and continuous training by sharing system knowledge, industry context, and investigation techniques.

• Review investigations and customer communications to ensure clarity, accuracy, and quality.

• Problem Solving & Continuous Improvement

• Support resolution of routine and moderately complex technical issues using established workflows and hands-on investigation.

• Identify recurring issues, workflow gaps, or usability challenges and propose practical improvements.

• Ensure escalations are well-analysed and actionable, reducing unnecessary delays or rework at higher CTS levels.

• Proactively identify early risks such as SLA breaches, recurring customer frustration, or operational bottlenecks.

• Collaboration & Communication

• Act as a bridge between frontline CTS staff and CTS leadership, ensuring clear communication and alignment.

• Collaborate with Senior Leads, Product, and Engineering by providing clear, system-informed context on customer issues.

• Support preparation of customer updates and internal reports with accurate technical and operational insight.

Requirements:
• Qualifications & Experience:

• Experience in customer technical support or service operations within a SaaS or enterprise software environment.

• Hands-on experience working with complex systems, workflows, or platforms used by customers.

• Bachelor’s degree in IT, Computer Science, Engineering, Life Sciences, or equivalent practical experience.

• Experience supervising or coordinating technical support teams.

• Ability to understand and explain industry-driven system behaviour, not just technical mechanics.

• Strong problem-solving skills and sound operational judgment.

• Experience with ticketing and case management systems.

• Strong communication skills, able to explain technical topics clearly to both team members and customers.

• Preferred Skills:

• Exposure to regulated Life Sciences environments, including GxP concepts and data integrity principles.

• 5+ years of experience in the Life Sciences industry, including roles in Computer System Validation (CSV), Cleaning Validation, Process Validation, or Commissioning & Qualification (CQV).

• Familiarity with how validated systems are used to support compliance and audits.

• Experience supporting customers in high-impact or time-sensitive scenarios.

• Deep familiarity with compliance frameworks such as GxP, 21 CFR Part 11, EU Annex 11, and the ability to interpret these in the context of SaaS platforms.

• Proven ability to interface with customer SMEs, quality assurance professionals, and IT teams in regulated environments.

• Exceptional communication skills - able to bridge the gap between technical issues and regulatory/business impact.

• Fluency in English is a must; proficiency in other languages is a plus.

• Experience guiding or influencing executive stakeholders through technical or compliance-sensitive decisions.

• Experience supporting or leading global customer engagements is a plus.

We’re on a Mission
In 2005, we disrupted the life sciences industry by introducing the world’s first digital validation lifecycle management system. ValGenesis VLMS® revolutionized compliance-based corporate validation activities and has remained the industry standard.
Today, we continue to push the boundaries of innovation ― enhancing and expanding our portfolio beyond validation with an end-to-end digital transformation platform. We combine our purpose-built systems with world-class consulting services to help every facet of GxP meet evolving regulations and quality expectations.

The Team You’ll Join
Our customers’ success is our success. We keep the customer experience centered in our decisions, from product to marketing to sales to services to support. Life sciences companies exist to improve humanity’s quality of life, and we honor that mission.​
We work together. We communicate openly, support each other without reservation, and never hesitate to wear multiple hats to get the job done.
We think big. Innovation is the heart of ValGenesis. That spirit drives product development as well as personal growth. We never stop aiming upward.
We’re in it to win it. We’re on a path to becoming the number one intelligent validation platform in the market, and we won’t settle for anything less than being a market leader.​

How We Work
Our hybrid schedule is 3 days per week, within a reasonable commuting distance to our Toronto office. We believe that in-person interaction and collaboration fosters creativity, and a sense of community, and is critical to our future success as a company.
ValGenesis is an equal-opportunity employer that makes employment decisions on the basis of merit. Our goal is to have the best-qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics protected by local law.