Support Engineer

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

📋 Description

• Collaborating with the engineering team to investigate, resolve, and implement fixes directly—your role is to close issues, not escalate them.

• Creating pull requests in production codebases to fix bugs, handle edge cases, and enhance functionality at the source—because the ideal support ticket is one that never needs to be submitted again.

• Developing AI-powered agents, automations, and internal tools that assist the team in resolving issues more efficiently and preventing them from reoccurring.

• Recognizing patterns in support cases and converting them into clear, actionable insights for engineering and product teams.

• Promptly addressing product and technical inquiries through our support inbox with accuracy, speed, and care.

⛳️ Requirements

• Solid engineering background—CS degree or engineering experience, evidenced by completed projects and active GitHub contributions.

• Some background in a technical support or developer-facing position is advantageous, but engineering skills are paramount; this position is suitable for a strong recent graduate or someone with a few years of experience.

• Experience managing a customer relationship or support queue directly—not simply contributing to one.

• Capability to independently diagnose and resolve technical issues from start to finish.

• Familiarity with AI tools, automations, or LLM-based workflows—you've created something with them, rather than just using them.

• Outstanding written communication skills—your messages are friendly, clear, and professional; customers feel genuinely acknowledged and assisted, not merely responded to.

• A proactive builder mentality—you identify a manual process and feel driven to automate it; you prefer to invest an hour in creating something that saves ten, rather than repeating the same task.

🏝️ Benefits

• Competitive compensation and equity.

• 20 days of paid time off each year.

• 401k or RRSP options.

• $420 monthly wellness stipend.

• Full coverage for health, dental, and vision insurance.

• Complimentary Uber rides to and from work.

• Free lunches and dinners.

• Annual team offsite (previous trips included Alaska and Hawaii).