About the company
This is a senior technical support role serving as the highest escalation point within a sophisticated support organization.
Responsibilities
- Own complex technical escalations: Serve as the final support escalation point for the most challenging issues raised by T1 and T2 teams, taking ownership through investigation and resolution.
- Investigate technical problems: Diagnose and reproduce customer-reported bugs, data inconsistencies, integration failures, and other complex issues across major SaaS platforms and integrations.
- Debug through code: Read and write code, primarily for troubleshooting and scripting, to investigate root causes, test hypotheses, and validate potential solutions.
- Partner with Engineering: Work directly with engineering teams to communicate technical findings, create reproducible test cases, track fixes, and ensure issues are resolved effectively.
- Troubleshoot integrations and infrastructure: Resolve complex issues involving REST APIs, OAuth, webhooks, permissions, cloud services, and application or network layers.
- Handle data recovery scenarios: Manage sophisticated restoration requests and recovery cases requiring a strong understanding of backup architecture and data protection.
- Support enterprise customers: Lead or assist with enterprise onboarding, including installation, deployment, technical education, and ensuring customers are positioned for successful adoption.
- Strengthen internal support capabilities: Document complex issue patterns and contribute to knowledge-base resources that enable T1 and T2 teams to resolve similar issues independently.
- Participate in incident response: Join an on-call rotation, including weekends and holidays, and act as a senior technical resource during critical P1 incidents affecting enterprise customers.
- Drive continuous improvement: Identify recurring escalation patterns and proactively share product and process improvement opportunities with Engineering and Product teams.
Requirements
- 5+ years of relevant experience in technical support, solutions engineering, software development, or a comparable technical role.
- Strong programming capability, supported by a Computer Science degree or equivalent practical experience and the ability to read and write production-quality code.
- Programming or scripting proficiency in at least one language such as Python, Ruby, JavaScript, or a similar language.
- Strong knowledge of SaaS integrations, including REST APIs, OAuth, webhooks, authentication, permissions, and modern integration patterns.
- Cloud and SaaS experience, with familiarity across platforms such as Atlassian, GitHub, Shopify, or comparable ecosystems.
- AWS troubleshooting experience, including tools and services such as CloudWatch, OpenSearch/Kibana, SQS, and SNS.
- Advanced debugging skills, including the ability to interpret logs, inspect API responses, investigate network behavior, and troubleshoot application-layer issues.
- Exceptional communication skills, with the ability to explain complex technical root causes clearly to both engineers and non-technical customers.
- Strong independent judgment, with the ability to navigate ambiguous, high-impact situations where documentation or established solutions may be limited.
- Customer-focused mindset, particularly when supporting enterprise customers and managing sensitive or high-priority technical issues.
- Nice to have: Experience with backup, recovery, or data resilience products; Jira, Confluence, or Atlassian administration; PostgreSQL or DynamoDB; growth-stage SaaS environments; and complex enterprise account relationships.
- Location preference: Candidates based in Ontario are strongly preferred to facilitate collaboration.
Conditions
- Base salary: CA$100,000–CA$120,000 for the Tier 3 support level, with compensation adjusted according to market conditions, qualifications, experience, and level.
- Potential for higher-level consideration for candidates whose experience and capabilities align with a more senior position.
- Flexible work hours within a remote working environment.
- Employee stock options, providing an opportunity to share in the organization's growth.
- Health benefits supporting employee well-being.
- 3 weeks of vacation plus 7 life leave days.
- 2 Level Up days dedicated to professional development.
- 1 paid volunteer day each year.
- Summer Fridays and office closure during the December holiday break.
- Paid parental leave.
- $2,000/year wellness and home-office allowance.
- $5,000/year professional development allowance.
- Opportunities to work with emerging technologies, cloud platforms, SaaS ecosystems, and AI-enabled tools.
- A collaborative, inclusive environment focused on ownership, continuous learning, experimentation, and meaningful technical impact.