Senior Technical Support Engineer

Summary

Join Aplos, Raisely, and Keela, a unified company supporting nonprofits, as a Senior Technical Support Engineer. You will provide advanced technical support, resolving complex issues across all products. Collaborate with engineering, product, and customer support teams, escalating bugs effectively and suggesting knowledge base improvements. Lead continuous improvement through post-mortems and define best practices. Serve as a bridge between support and engineering, owning technical support for high-priority accounts. Create and maintain documentation, design workflows, and use data analysis tools to identify trends. Mentor junior team members and facilitate external documentation reviews. This role requires strong technical skills, excellent communication, and leadership abilities.

Requirements

• 5+ years of experience in a technical support role in a SaaS environment (or related)
• Excellent problem-solving skills
• Excellent time-management skills
• Excellent customer service abilities
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong leadership skills
• Proficient in diagnosing and resolving technical issues across multiple platforms
• Advanced troubleshooting skills for a broad range of technical problems
• Proficient in using databases, REST APIs, or cloud environments
• Proficient in using log management systems (e.g., Splunk, Sumo Logic, ELK, Sentry)
• Proficient in using ticket tracking systems (e.g., Zendesk, Jira, Linear)
• Proficient with using user behavior insights systems: LogRocket, FullyStory
• Expertise with SQL queries (Filtering, sorting, joining, aggregations, subqueries)
• Ability to lead technical discussions with customers or internal teams
• Ability to work with multiple projects simultaneously
• Familiarity with reviewing code in various languages (e.g., TypeScript, Node.js, React, Vue.js, Python)
• Proficient in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks
• Proficient with version control systems (e.g.,git, subversion, mercurial)
• Effectively balances business needs with potential solutions

Responsibilities

• Handle escalations and resolve high-complexity issues
• Collaborate with engineering, product and customer support teams to triage and escalate bugs effectively
• Suggest knowledge base improvements when patterns are identified in customer issues
• Assume the role of Incident coordinator following incident management policy
• Lead continuous improvement by conducting post-mortems with the Engineering team and other stakeholders following production incidents
• Define best practices for team processes and tools
• Serve as a bridge between support and engineering to ensure knowledge sharing
• Own the technical support process for high-priority accounts or products
• Write good and clear documentation to express solutions, processes and systems
• Design and improve workflows, and tools
• Use tools such as: data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Contribute to defining team goals
• Create and maintain troubleshooting, training and process documentation
• Review and approve troubleshooting and process documentation
• Provide mentorship for junior team members
• Facilitate external documentation reviews

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred, but not required

Benefits

• Salary – Pay range depends on location and is $100,000 - 110,000 CAD
• Remote work & leave – We’re a remote-first company
• We also have generous PTO plans (4 weeks of vacation, volunteer time off, plus an office closure from Christmas to New Year’s Day!) and support paid parental leave (12 weeks)
• Health Coverage & RRSP - We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on RRSP