Software Developer, Technical Support

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

📋 Description

• Oversee production environments during standard business hours, proactively spotting anomalies in payment processing, settlements, and integrations before they are reported by customers; available for after-hours support for critical incidents when necessary.

• Assess incoming support requests from dealers and internal teams — categorize severity, replicate issues, pinpoint root causes, and provide clear status updates and estimated time of arrival (ETA).

• Examine issues utilizing Datadog logs, Azure Application Insights, and SQL queries on production data to ascertain whether problems stem from data, configuration, integration, or coding.

• Serve as the main contact for dealers facing payment, terminal, or settlement concerns — communicating effectively and professionally both in writing and over the phone.

• Construct and execute diagnostic SQL queries to ensure data integrity, trace transaction lifecycles, and detect anomalies in payment, refund, and settlement records.

• Collaborate with the Payment processor support team regarding payment gateway challenges.

• Document resolved issues, workarounds, and root causes in the team knowledge base to enhance future triage processes.

• Recognize recurring patterns and escalate systemic bugs to the engineering team with well-organized reproduction steps and impact evaluations.

• Engage in post-incident reviews and contribute to runbooks and incident response procedures.

• Assist with code alterations or configuration corrections for straightforward, well-understood issues. Capable of fixing, testing, and deploying code and configuration changes in production independently.

⛳️ Requirements

• 3+ years of experience in technical support or software development with direct exposure to production systems.

• C# and .NET — proficient in navigating and reading a production .NET codebase to grasp application logic, trace bugs, and implement minor fixes.

• SQL — strong skills in query writing; capable of crafting diagnostic queries against complex relational schemas (SQL Server / Azure SQL) to track transaction data and identify anomalies.

• Azure Cloud Services — practical experience with Azure SQL, Azure Service Bus, Azure App Services, Azure Functions, and Azure Application Insights.

• Production issue identification — demonstrated ability to triage production incidents, differentiate symptoms from root causes, and drive issues to resolution under time constraints.

• Customer communication — clear and professional written and verbal communication with non-technical end users and engineering colleagues; able to adjust tone according to the audience.

• Log analysis — comfortable navigating structured logs to uncover error patterns, trace request flows, and correlate events across services.

🏝️ Benefits

• Professional development opportunities