Support Engineer – Veterinary HealthTech

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

📋 Description

• Carry out technical onboarding processes for customers, which include setting up environments, configuring systems, integrating solutions, and importing data.

• Oversee the decommissioning of customer accounts, which entails data exports, dismantling environments, revoking access, and preparing closure documentation.

• Execute structured data migrations while ensuring validation, transformation, and quality assurance checks are performed.

• Participate in occasional live calls with customers to clarify data validation inquiries.

• Take ownership of, triage, prioritize, and resolve technical tickets that have been escalated by the Customer Experience team.

• Diagnose issues related to environment configuration, integrations, bulk data updates, and platform-level challenges.

• Collaborate with Customer Success and Implementation Managers to comprehend requests and effectively communicate technical outcomes.

• Maintain documentation for processes, runbooks, and customer configurations.

• Analyze recurring tickets to create tooling, automation, or enhancements to documentation.

• Adjust to new tasks, evolving priorities, and projects as the organization’s needs change.

⛳️ Requirements

• Practical experience with AWS to verify environment modifications and conduct smoke tests.

• Familiarity with AWS services such as RDS, S3, EC2, and ECS.

• Skilled in creating, reviewing, merging, and validating GitHub pull requests.

• Outstanding written and verbal communication skills in English.

• Capability to lead customer calls and articulate complex technical concepts in straightforward language.

• Proficient in drafting high-quality documentation.

• Basic understanding of data privacy, principles of least-privilege access, and secure data handling practices.

• Hands-on experience with ticketing systems like Jira, Intercom, Front, or similar platforms.

• Familiarity with Terraform is a plus.

• Basic knowledge of Kubernetes is a plus.

• Experience with Helm is a plus.

🏝️ Benefits

• 100% Remote Work

• Highly Competitive USD Pay

• Paid Time Off

• Work with Autonomy

• Work with Top American Companies

• Engagement activities

• Work-life balance

• Collaboration with a diverse, multicultural global network

• Work with senior, seasoned professionals