Senior Technical Support Engineer
New
V
VeloraNonprofit Software
Remote — Canada ** We are only considering candidates located in BC, AB, MB, and ONFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5–7 years
- Required Skills
- SQLGitPostman
Requirements
- 5–7 years supporting SaaS products with a proven track record of leading complex escalations and owning high-priority accounts.
- Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience.
- Can read code diffs across multiple languages and narrow likely failure points; comfortable collaborating with engineers to validate hypotheses.
- Expert with SQL — filters, joins, aggregations, subqueries — and confident using production-safe replicas to validate data integrity.
- Proficient with session replay tools (e.g., LogRocket, FullStory), logging/metrics platforms (e.g., Sumo Logic, Splunk, Sentry), and API clients (e.g., Postman).
- Uses Git to review release notes and PRs; contributes doc and runbook improvements via pull requests.
- Builds lightweight tools or scripts to reproduce issues, parse logs, and generate diagnostics for faster resolution.
- Confident coordinating multi-team incident response; defines clear roles, drives to outcomes, and maintains customer trust under pressure.
- Hands-on with AI tools (Cursor, Notion AI, Claude Code, etc.) and uses them daily as core parts of how you work.
- Experiments proactively with AI tools, finds leverage others miss, and shares findings with the team.
- Challenges AI output with rigor — knows when to trust it and when to dig deeper.
- Proficient in implementing and validating agentic AI workflows — including testing outputs, identifying failure modes, and defining guardrails for team-wide adoption.
Responsibilities
- Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems, define corrective actions, and track them to closure.
- Act as technical owner for a product area with defined SLAs, proactive health checks, and executive-ready status updates.
- Lead technical communications during incidents; set expectations and provide timely, clear updates until resolution.
- Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team.
- Build lightweight scripts, automations, and macros in Cursor that reduce manual toil. Pilot and build tooling that speeds root cause isolation and roll the best of it out org wide.
- Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions early and propose preventive fixes, using Cursor to accelerate the querying, scripting, and synthesis behind them.
- Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated after every major incident or recurring issue. Set a high bar for documentation clarity and structure as a team standard.
- Establish case handoff standards to Engineering including required logs, timelines, and impact assessments.
- Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes and improvements.
- Partner with Product to close the loop with customers and feed recurring issues into monitoring, telemetry, or quality gates.
- Build AI agents and internal tooling for team-wide adoption; define responsible use guardrails and share findings across the TSE team.
- Mentor other TSEs on advanced debugging, API use, SQL validation, and case narrative quality; run enablement sessions.
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