Product Support Engineer

New

Canada and the AmericasFull-Time

Salary not disclosed

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Job Details

Strong technical background in software applications, APIs, integrations, and troubleshooting workflows
Experience analyzing logs, debugging system behavior, and resolving technical incidents
Excellent communication skills with the ability to explain technical topics to non-technical users
Customer-focused mindset with a strong commitment to delivering high-quality support experiences
Ability to collaborate effectively with engineering, support, and cross-functional teams
Comfortable working in an asynchronous, remote-first environment
Strong attention to detail and ability to document issues clearly and accurately
Adaptability to evolving products, systems, and processes

Diagnose and resolve technical issues related to APIs, integrations, system behavior, and product functionality
Analyze logs, reproduction steps, and system data to troubleshoot complex technical problems
Collaborate closely with engineering teams to escalate bugs and support product improvements
Identify recurring customer issues and contribute to long-term solutions through documentation and process improvements
Create and maintain internal and external knowledge base articles, support guides, and troubleshooting documentation
Gather and relay customer feedback to influence product development priorities
Support and enable internal support teams by sharing technical expertise and best practices

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