Senior Technical Support Engineer (T3)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Engineer (T3) based in Canada.

This is a senior technical support role serving as the highest escalation point within a sophisticated support organization.
You’ll tackle complex, ambiguous customer issues that require deep investigation, debugging, and close collaboration with engineering teams.
The role sits at the intersection of software development, cloud infrastructure, SaaS integrations, and customer support.
You’ll diagnose root causes, reproduce difficult bugs, analyze logs and APIs, and use code to validate hypotheses and fixes.
You’ll also support critical enterprise customers, including complex onboarding, data restoration, and high-priority incident resolution.
Beyond resolving individual issues, you’ll identify recurring patterns and help improve products, documentation, and internal support capabilities.
This opportunity is well suited to a technically curious problem-solver who thrives in high-stakes environments, values ownership, and enjoys turning difficult customer problems into durable solutions.

• Own complex technical escalations: Serve as the final support escalation point for the most challenging issues raised by T1 and T2 teams, taking ownership through investigation and resolution.
• Investigate technical problems: Diagnose and reproduce customer-reported bugs, data inconsistencies, integration failures, and other complex issues across major SaaS platforms and integrations.
• Debug through code: Read and write code, primarily for troubleshooting and scripting, to investigate root causes, test hypotheses, and validate potential solutions.
• Partner with Engineering: Work directly with engineering teams to communicate technical findings, create reproducible test cases, track fixes, and ensure issues are resolved effectively.
• Troubleshoot integrations and infrastructure: Resolve complex issues involving REST APIs, OAuth, webhooks, permissions, cloud services, and application or network layers.
• Handle data recovery scenarios: Manage sophisticated restoration requests and recovery cases requiring a strong understanding of backup architecture and data protection.
• Support enterprise customers: Lead or assist with enterprise onboarding, including installation, deployment, technical education, and ensuring customers are positioned for successful adoption.
• Strengthen internal support capabilities: Document complex issue patterns and contribute to knowledge-base resources that enable T1 and T2 teams to resolve similar issues independently.
• Participate in incident response: Join an on-call rotation, including weekends and holidays, and act as a senior technical resource during critical P1 incidents affecting enterprise customers.
• Drive continuous improvement: Identify recurring escalation patterns and proactively share product and process improvement opportunities with Engineering and Product teams.

Requirements:

• 5+ years of relevant experience in technical support, solutions engineering, software development, or a comparable technical role.
• Strong programming capability , supported by a Computer Science degree or equivalent practical experience and the ability to read and write production-quality code.
• Programming or scripting proficiency in at least one language such as Python, Ruby, JavaScript, or a similar language.
• Strong knowledge of SaaS integrations , including REST APIs, OAuth, webhooks, authentication, permissions, and modern integration patterns.
• Cloud and SaaS experience , with familiarity across platforms such as Atlassian, GitHub, Shopify, or comparable ecosystems.
• AWS troubleshooting experience , including tools and services such as CloudWatch, OpenSearch/Kibana, SQS, and SNS.
• Advanced debugging skills , including the ability to interpret logs, inspect API responses, investigate network behavior, and troubleshoot application-layer issues.
• Exceptional communication skills , with the ability to explain complex technical root causes clearly to both engineers and non-technical customers.
• Strong independent judgment , with the ability to navigate ambiguous, high-impact situations where documentation or established solutions may be limited.
• Customer-focused mindset , particularly when supporting enterprise customers and managing sensitive or high-priority technical issues.
• Nice to have: Experience with backup, recovery, or data resilience products; Jira, Confluence, or Atlassian administration; PostgreSQL or DynamoDB; growth-stage SaaS environments; and complex enterprise account relationships.
• Location preference: Candidates based in Ontario are strongly preferred to facilitate collaboration.

Benefits:

• Base salary: CA$100,000–CA$120,000 for the Tier 3 support level, with compensation adjusted according to market conditions, qualifications, experience, and level.
• Potential for higher-level consideration for candidates whose experience and capabilities align with a more senior position.
• Flexible work hours within a remote working environment.
• Employee stock options , providing an opportunity to share in the organization's growth.
• Health benefits supporting employee well-being.
• 3 weeks of vacation plus 7 life leave days .
• 2 Level Up days dedicated to professional development.
• 1 paid volunteer day each year.
• Summer Fridays and office closure during the December holiday break.
• Paid parental leave .
• $2,000/year wellness and home-office allowance .
• $5,000/year professional development allowance .
• Opportunities to work with emerging technologies, cloud platforms, SaaS ecosystems, and AI-enabled tools.
• A collaborative, inclusive environment focused on ownership, continuous learning, experimentation, and meaningful technical impact.