Principal Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop agentic and automation workflows utilizing structured inputs, tool calls, evaluations, regression checks, observability, and secure handoffs.

• Collaborate with the principal engineer, Support Engineering, and operations teams to identify issues, deliver solutions, assess impact, and iterate based on real-world usage.

• Create, enhance, and sustain full-stack support tools that encompass UI, APIs, background jobs, and service integrations.

• Connect CRM, warehouse, ticketing, incident management, and knowledge systems with clear contracts, retries, idempotency, and auditability.

• Enhance reliability, performance, and trust through metrics, logs, traces, dashboards, and production operating practices.

• Establish secure tool access frameworks featuring least-privilege permissions, audit trails, and human approval for sensitive actions.

• Engage in on-call rotations for the systems overseen by your team.

⛳️ Requirements

• Daily proficiency with AI-assisted development tools (such as Cursor, Codex, Claude, or similar), combined with the ability to ensure output is reviewable, testable, and production-ready.

• Over 6 years of experience in developing production web applications, backend services, internal platforms, or distributed systems.

• Strong software development expertise in TypeScript/React and Go, or a similar backend language utilized in production.

• Practical experience in delivering reliable software from design to deployment, which includes testing, debugging, documentation, and code reviews.

• Hands-on experience with LLM application patterns such as tool/function calling, structured outputs, retrieval, evaluation, or agent orchestration.

• Proven experience in building integrations across REST APIs, webhooks, queues, data systems, or workflow platforms.

• Familiarity with production observability and operations, including logging, metrics, tracing, dashboards, and incident response.

• Excellent written and verbal communication skills in a remote setting, encompassing technical documentation and cross-team collaboration.

🏝️ Benefits

• Freedom & flexibility; align your work around your life.

• Designated quarterly Whaleness Days along with an end-of-year Whaleness break.

• Home office setup; we prioritize your comfort while you work.

• 16 weeks of paid parental leave (after 6 months of employment).

• Technology stipend equivalent to $100 USD net/month.

• PTO plan that encourages you to take time for the activities you enjoy.

• Training stipend for conferences, courses, and classes.

• Equity opportunities; as a growing startup, we want all employees to share in the company’s success.

• Docker Swag.

• Medical benefits, retirement plans, and holidays vary by country.

• Remote-first culture, with offices located in Seattle and Paris.