Technical Support Engineer II
New
V
VeloraNonprofit SaaS
Remote — Canada; We are only considering candidates located in BC, AB, MB, and ONFull-TimeMiddle
Salary80,000 - 90,000 CAD per year
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Job Details
- Experience
- 3–5 years supporting SaaS products
- Required Skills
- SQLGitRESTful APIs
Requirements
- 3–5 years supporting SaaS products with proven ownership of complex escalations.
- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience).
- Proficiency with SQL (filters, joins, aggregations, subqueries).
- Proficiency using REST APIs to validate responses and create test cases.
- Experience with session replay tools such as LogRocket or FullStory.
- Familiarity with version control systems like git.
- Advanced troubleshooting skills across client, network, API, and data layers.
- Ability to write basic diagnostic or automation scripts.
- Hands-on experience with AI tools (Cursor, Notion AI, Claude Code) for coding and automation.
- Demonstrated track record of driving team KPIs and improving workflows.
Responsibilities
- Own high-complexity escalations end-to-end, including debugging, reproduction, and driving to closure.
- Serve as incident coordinator during production incidents to restore systems and manage stakeholder communication.
- Utilize AI tools like Cursor for faster triage, log analysis, and code exploration.
- Develop lightweight scripts, automations, and macros to reduce manual toil and accelerate diagnostics.
- Create and maintain dashboards for logs, product analytics, and tickets to detect regressions.
- Review and approve troubleshooting runbooks and documentation to ensure accuracy.
- Translate customer pain points into prioritized feature requests for Engineering and Product teams.
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