Senior Technical Support Engineer
New
Remote — Canada ** We are only considering candidates located in BC, AB, MB, and ONFull-TimeSenior
Salary105000 - 110000 USD per year
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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, finds leverage others miss, and shares findings with the team; challenges AI output with rigor.
- Proficient in implementing and validating agentic AI workflows — including testing outputs, identifying failure modes, and defining guardrails for team-wide adoption.
- Own problems end-to-end — figure out the path and ship the outcome, even under ambiguity or imperfect information.
- Obsessed with impact, not activity. Closing a ticket isn't the same as solving the problem.
- Give and receive direct feedback. Say the hard thing, commit, and move forward.
- Think about the business and the team — connect support outcomes to customer trust and revenue; invest genuinely in making the people around you better.
- Proven improvement in key metrics for your domain: lower TTR, fewer reopens, increased deflection.
- Demonstrated ability to design and improve workflows, tooling, and team processes — not just follow them.
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 primary AI workspace to triage, diagnose, and resolve issues faster, driving log analysis, code exploration, and automation.
- Build lightweight scripts, automations, and macros in Cursor that reduce manual toil, piloting and building tooling for root cause isolation.
- Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions early and propose preventive fixes.
- Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides, setting a high bar for documentation clarity and structure.
- 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.
- Mentor other TSEs on advanced debugging, API use, SQL validation, and case narrative quality; run enablement sessions.
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