Senior Technical Support Engineer (T3)
J
JobgetherSaaS / Technology
CanadaFull-TimeSenior
SalaryCA$100,000–CA$120,000
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSPythonJavascriptKibanaOAuthRubyRESTful APIsSaaS
Requirements
- 5+ years of relevant experience in technical support, solutions engineering, or software development.
- Computer Science degree or equivalent practical experience.
- Ability to read and write production-quality code.
- Programming or scripting proficiency in Python, Ruby, or JavaScript.
- Strong knowledge of SaaS integrations including REST APIs, OAuth, and webhooks.
- Cloud and SaaS platform experience with ecosystems like Atlassian, GitHub, or Shopify.
- AWS troubleshooting experience including CloudWatch, OpenSearch/Kibana, SQS, and SNS.
- Advanced debugging skills including log analysis and network behavior inspection.
- Exceptional communication skills for both engineering and non-technical audiences.
- Strong independent judgment for navigating ambiguous, high-impact situations.
- Customer-focused mindset with enterprise account experience.
Responsibilities
- Own complex technical escalations as the final support point for T1 and T2 teams.
- Diagnose and reproduce complex bugs, data inconsistencies, and integration failures.
- Read and write code to investigate root causes, test hypotheses, and validate fixes.
- Partner with engineering teams to communicate findings and track issue resolution.
- Troubleshoot integrations and infrastructure including REST APIs, OAuth, and webhooks.
- Manage data recovery scenarios and backup architecture restoration.
- Lead enterprise onboarding and technical education.
- Document complex issue patterns to improve internal knowledge bases.
- Participate in on-call rotations for critical P1 incidents.
- Identify and advocate for product and process improvements.
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