Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in Canada.

• Take ownership of complex client issues from the initial report through diagnosis, resolution, communication, and final confirmation with the customer.
• Design and maintain effective workflows for moving issues from support to development, ensuring that escalations remain visible, documented, and tracked through resolution.
• Set a high standard for client communication, technical write-ups, support calls, and escalation quality while helping teammates improve through example and coaching.
• Diagnose issues before escalating them by identifying the affected product, component, and technical layer, reproducing problems, and gathering relevant evidence.
• Create detailed developer-ready bug reports using screenshots, recordings, reproduction steps, logs, browser tools, and other relevant technical information.
• Monitor open engineering issues, follow up on blocked work, validate fixes, and communicate outcomes directly to affected clients.
• Use AI-assisted development and investigation tools to trace application behavior, understand code paths, and support small, well-understood fixes for developer review.
• Maintain and improve the knowledge base supporting multiple software products and the AI-powered customer support experience.
• Create troubleshooting guides and documentation based on recurring support questions, distinguishing between similar issues and enabling customers and AI tools to resolve more cases independently.
• Review AI support performance, identify failures, improve source documentation, and refine workflows so the AI agent can ask clarifying questions and provide more accurate assistance.
• Create short training videos and educational resources that help clients develop lasting product proficiency rather than simply resolve individual questions.
• Support customer onboarding alongside project teams, helping new clients reach value quickly and confidently.
• Build strong relationships with assigned accounts through proactive communication, recurring check-ins, phone calls, and video meetings.
• Use product usage information and account signals to identify clients who may need additional support, training, or guidance.
• Participate in customer conferences and industry events several times a year, with travel and lodging expenses covered.
• Identify relevant opportunities to introduce customers to additional services and flag potential expansion or renewal opportunities to the sales team.
• Partner with Product Managers on webinars, feature education, and customer training initiatives.
• Continuously improve support processes, internal tools, documentation, automation, and AI workflows to reduce recurring issues and increase customer success.

• 5+ years of experience in technical support or support engineering within a software environment, ideally working directly with engineering teams.
• Strong technical troubleshooting skills, including the ability to read errors, inspect browser console and network activity, investigate DNS records, navigate WordPress environments, and trace issues into application code.
• Experience working with issue-tracking systems such as Linear, Jira, or comparable tools.
• Experience with Intercom or similar customer support platforms, preferably including exposure to AI-powered support agents.
• Demonstrated experience creating and maintaining knowledge bases or technical documentation relied upon by other people.
• Practical, daily experience using AI tools such as Claude to investigate technical issues, understand systems, or improve productivity.
• Strong understanding of what makes a high-quality software bug report and experience collaborating closely with developers to resolve technical issues.
• Ability to manage technical investigations independently and make informed decisions without heavy day-to-day oversight.
• Excellent written and verbal communication skills, with a warm, clear, precise, and customer-focused communication style.
• Strong customer service instincts and the ability to remain patient, empathetic, and composed when working with stressed or non-technical users.
• Natural teaching ability, with the patience and clarity required to help users develop confidence and proficiency with software.
• Ability to understand an entire customer account and broader business context rather than focusing exclusively on individual tickets.
• Strong ownership mindset, with the ability to decide, act, communicate progress, and follow through without being prompted.
• Comfortable switching between multiple products, responsibilities, and concurrent workstreams in a fast-paced environment.