Build Your Career at Canto – Where Innovation Meets Impact
At Canto, we're not just transforming digital asset management—we're creating a workplace where talented individuals can thrive. As a leader in DAM, we empower businesses to organize, manage, and distribute their digital assets seamlessly. With 4,000+ customers worldwide, our success is driven by passionate people who bring creativity, collaboration, and innovation to everything they do.
Joining Canto means becoming part of a dynamic team where your contributions truly matter.
We foster a culture of continuous learning, open communication, and hands-on impact. Here, you'll have the opportunity to take on exciting challenges, develop your skills, and grow alongside a company that's making waves in the industry. We believe in supporting our team members, valuing fresh ideas, and celebrating every success together.
If you're looking for a career where you can make a difference, expand your expertise, and be part of a global community, Canto is the place for you. We're growing fast and looking for driven individuals who are ready to shape the future with us. Come build something great at Canto
Job Title: Manager, Product Support
Location: Ireland-based, Preferably Cork
Role Overview:
We're hiring an EMEA Manager of Product Support to help shape the next generation of customer support for a cutting-edge, AI-powered Digital Asset Management platform. This role is about more than leading teams—it's about building a technically strong, AI-enabled support organization that scales with a rapidly evolving SaaS product. You'll lead Tier 1 and Tier 2 teams across Ireland and Germany, partner deeply with Product and Engineering, and use data, automation, and knowledge systems to turn support into a strategic advantage. As Canto continues to innovate at the intersection of AI and DAM, this role will play a critical part in ensuring our customers experience reliability, speed, and intelligence at every touchpoint.
What you'll be doing:
1. Manage and develop the Tier 1 and Tier 2 support teams in Ireland & Germany, fostering a high-performance culture.
2. Implement strategic initiatives to enhance customer support and satisfaction within the EMEA region.
3. Support the team's adoption of new initiatives by demonstrating strong change management skills.
4. Develop and implement best practices, policies, and processes to enhance product support operations both in your region and globally.
5. Leverage AI to optimize support processes, improve response times, and enhance team efficiency.
6. Act as an escalation point for complex support cases and work closely with teams to resolve issues.
7. Collaborate cross-functionally with Product Support leadership, Account Management, Customer Success, Product, and Engineering teams
8. Oversee the development and maintenance of the global knowledge base, ensuring it is comprehensive and up-to-date.
9. Establish knowledge management as the foundation for implementing AI-driven solutions and enhancing self-service options, enabling more efficient and effective customer support experiences.
Qualifications & Experience needed to be successful in this role:
:
10. 6+ years of experience in Product support or service management in a SaaS business, with at least 3 years in a leadership role.
11. Proven track record of managing and developing high-performing remote & on-site support teams across multiple European countries.
12. Strong understanding of support operations, processes, and best practices.
13. Proven technical expertise and experience in an AWS environment, with a solid understanding of its tools and services.
14. An open mindset towards AI technologies, with a willingness to explore and implement AI-driven solutions to enhance support operations.
15. Excellent communication, leadership, and interpersonal skills as well as excellent written and verbal communication skills.
16. Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
17. Experience with customer support software (like ZenDesk), including AI-driven solutions.
Preferred:
18. Experience with a Digital Asset Management platform.
19. Experience with ZenDesk, ChurnZero or SalesForce.
Why Canto is the Place to Be
Ignite Your Potential – Join a fast-growing company where innovation and agility fuel success.
Make an Impact – Your ideas and efforts directly shape our future—every contribution matters.
Learn, Grow, Thrive – Gain real-world experience and develop new skills as we scale.
Stronger Together – Be part of a close-knit, supportive team that values collaboration and camaraderie.
Your Voice Matters – We foster open communication and transparency so every idea is heard.
Turn Challenges into Triumphs – Solve meaningful problems with creativity and confidence.
Balance that Works for You – We believe success comes from a healthy work-life harmony.
Endless Growth Potential – As we rise, so do you. Step into new opportunities and grow with us.
A Global Perspective – Work alongside diverse, talented colleagues and broaden your horizons.
Come be part of something exciting—your future starts here
Canto is an Equal Opportunity Employer. We're committed to building a diverse and inclusive team. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.