We’re looking for an experienced Senior Technical Support Engineer to provide advanced technical support and resolve customer issues in a timely and efficient manner. This role will involve troubleshooting and resolving complex technical problems, as well as providing information and guidance to customers and staff on the proper use of our products.

You are tech savvy, you understand all of this technology, but you also have a knack for simplifying the complexities of the platform to stakeholders and internal teams. You will be working closely with our Engineering and Customer Care teams. 

This is a full-time, permanent role. 

Location: Remote (Vancouver, BC)

What will you be doing?

• Handle escalations and resolve high-complexity issues.  
• Collaborate with engineering, product and customer support teams to triage and escalate bugs effectively.
• Suggest knowledge base improvements when patterns are identified in customer issues
• Assume the role of Incident coordinator following incident management policy
• Lead continuous improvement by conducting post-mortems with the Engineering team and other stakeholders following production incidents. 
• Define best practices for team processes and tools.
• Serve as a bridge between support and engineering to ensure knowledge sharing.
• Own the technical support process for high-priority accounts or products. 
• Write good and clear documentation to express solutions, processes and systems.
• Design and improve workflows, and tools.
• Use tools such as: data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Contribute to defining team goals
• Create and maintain troubleshooting, training and process documentation
• Review and approve troubleshooting and process documentation  
• Provide mentorship for junior team members.
• Facilitate external documentation reviews

Why work with us?

• Salary: $100,000 - $110,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, and experience.
• Remote work & leave – We’re a remote-first company. We also have generous PTO plans (4 weeks of vacation, volunteer time off, plus an office closure from Christmas to New Year’s Day!) and support paid parental leave (12 weeks).
• Health Coverage & RRSP - We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on RRSP.

What we’re looking for:

• 5+ years of experience in a technical support role in a SaaS environment (or related)
• Excellent problem-solving skills 
• Excellent time-management skills 
• Excellent customer service abilities
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong leadership skills.
• Proficient in diagnosing and resolving technical issues across multiple platforms.
• Advanced troubleshooting skills for a broad range of technical problems.
• Proficient in using databases, REST APIs, or cloud environments. 
• Proficient in using log management systems (e.g., Splunk, Sumo Logic, ELK, Sentry)
• Proficient in using ticket tracking systems (e.g., Zendesk, Jira, Linear) 
• Proficient with using user behavior insights systems: LogRocket, FullyStory
• Expertise with SQL queries (Filtering, sorting, joining, aggregations, subqueries) 
• Ability to lead technical discussions with customers or internal teams.
• Ability to work with multiple projects simultaneously.
• Familiarity with reviewing code in various languages (e.g., TypeScript, Node.js, React, Vue.js, Python)
• Proficient in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks
• Proficient with version control systems (e.g.,git, subversion, mercurial)
• Effectively balances business needs with potential solutions.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred, but not required