Senior Technical Support Engineer – T3

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

📋 Description

• Act as the top-tier support engineer and the ultimate escalation point.

• Manage intricate technical escalations from Tier 1 and Tier 2 teams.

• Investigate and replicate bugs reported by customers, data discrepancies, and integration failures across supported platforms.

• Write and read code for debugging, scripting, hypothesis testing, and validating fixes.

• Work directly with the Engineering team to communicate bugs, provide reproducible test cases, and ensure fixes are tracked to resolution.

• Address customer-environment issues related to API integrations, OAuth configurations, webhook failures, and platform permissions.

• Manage data restoration requests and complex recovery scenarios.

• Take ownership of enterprise customer onboarding when necessary, including installation, deployment, and training.

• Develop and maintain an internal knowledge base for complex issue patterns.

• Participate in on-call rotations for Priority 1 incidents affecting enterprise customers.

• Identify recurring escalation patterns and present opportunities for product improvements to Engineering and Product teams.

⛳️ Requirements

• Over 5 years of experience in technical support, solutions engineering, or software development.

• A degree in Computer Science or equivalent hands-on experience.

• Proficiency in at least one scripting or programming language, such as Python, Ruby, or JavaScript.

• Strong grasp of REST APIs, OAuth, webhooks, and contemporary SaaS integration patterns.

• Experience with cloud platforms and SaaS ecosystems, including Atlassian, GitHub, or Shopify.

• Familiarity with AWS CloudWatch, OpenSearch/Kibana, and SQS/SNS.

• Capability to read logs, analyze API responses, and debug at both network and application layers.

• Outstanding written and verbal communication abilities.

• Capacity to work independently in uncertain, high-stakes situations with limited documentation.

• Experience with backup, recovery, or data resilience products.

• Knowledge of Jira, Confluence, or Atlassian platform administration.

• Experience with PostgreSQL and DynamoDB.

• Previous experience in a SaaS company of a similar scale.

• Experience engaging with enterprise customers and managing complex account relationships.

• Willingness to participate in on-call rotations, including weekends and holidays.

🏝️ Benefits

• Flexible work hours.

• Employee stock options.

• Health benefits.

• 3 weeks of vacation.

• 7 days of life leave.

• 2 Level Up days for professional development.

• 1 volunteer day.

• Summer Fridays and office closure during the holiday break in December.

• Paid parental leave.

• $2000/year wellness/home office allowance.

• $5000/year professional development allowance.

• An inclusive and supportive work environment.

• Opportunities to experiment, think critically, and grow.