We are on a mission to empower every social impact organization around the world with technology.  We believe that access to powerful tools will change how nonprofits fundamentally work. We build and support software that we designed specifically for the needs of non-profit organizations. We are a team of builders and leaders truly dedicated to building a globally impactful, sustainable, and ethical business.

 

Purpose of Position:

A Technical Support Engineer is responsible for providing advanced technical support to customers and ensuring their technical issues are resolved in a timely and efficient manner. This role will involve troubleshooting and resolving technical problems, as well as providing information and guidance to customers and staff on the proper use of our products. This is a new role and a successful candidate will have the opportunity to define and refine this role. The Technical Support Engineer will work closely with the delivery, development, product, and support teams to ensure that customer issues are properly identified and resolved in a timely manner.

Responsibilities:

• Work with the Customer support team to troubleshoot and resolve more complex issues within the platform
• Collaborate with the delivery, development and product teams to ensure that customer issues are properly identified and resolved.
• Effectively communicate with all stakeholders to provide updates and realistic timelines for resolution.
• Analyze and report on trends in customer issues and make proactive recommendations for improvements

Qualifications and Skills:

• 4+ years of experience in a technical support role in a SaaS environment
• Strong knowledge of and experience troubleshooting software issues
• Expertise in utilizing SQL (experience utilizing non-SLQ is a plus)
• Experience using log management systems: Sumo Logic, Datadog or others.
• Experience using user behavior insights systems: LogRocket, Pingdom, or others.
• Comfortable looking at software code with languages such as Javascript and Python and ability to deeply understand APIs
• Excellent communication skills and customer service abilities
• Comfortable working in/understand microservice based architecture 
• Ability to work independently and as part of a team
• Experience with ticket tracking systems such as Zendesk and Linear
• Strong problem-solving skills
• Strong time-management skills, ability to work with multiple projects at once
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred, but not required

The salary range for this position is $70,000 to $82,000 CAD per year. The base pay actually offered may vary depending on the candidate's job-related knowledge, skills, and experience among other factors. This is in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.