Technical Support Engineer

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

This role offers an opportunity to support cutting-edge generative AI technology used by developers and businesses worldwide.
You will provide advanced technical support across APIs, platform functionality, integrations, and production issues.
Working closely with customers, engineering, and sales teams, you will help resolve complex problems and improve the overall product experience.
You will investigate issues through logs, error messages, authentication flows, and request/response data to identify root causes.
Beyond troubleshooting, you will contribute to product quality through bug reporting, feature validation, documentation, and actionable customer feedback.
The role is ideal for a technically curious, customer-focused problem solver who thrives in a fast-moving AI environment.
You will also help make the platform increasingly self-service by improving technical documentation and knowledge resources.

• Provide advanced technical support to customers, troubleshooting platform functionality, APIs, UI issues, errors, and integration challenges.
• Support users across multiple products through channels such as email, chat, and Slack while maintaining a high standard of responsiveness and service.
• Diagnose authentication and integration issues involving OAuth2, API keys, JWT, errors, malformed requests, rate limits, and API configuration problems.
• Analyze logs, error messages, request and response payloads, and observability data to identify root causes and determine appropriate solutions.
• Manage support cases within established SLA timeframes, maintain accurate case records, and escalate complex or unresolved issues to the appropriate teams.
• Reproduce, document, and escalate bugs and edge cases in collaboration with engineering teams.
• Share structured customer feedback with engineering and product stakeholders, highlighting recurring pain points, reliability concerns, performance bottlenecks, and opportunities for improvement.
• Assist with testing and validating new features, product releases, and infrastructure changes before they reach production.
• Create and maintain technical resources, including troubleshooting guides, FAQs, use-case documentation, how-to content, and documented solutions to recurring issues.
• Improve developer-facing documentation and knowledge resources to make integrations easier and increasingly self-service.
• Identify recurring support challenges and proactively recommend process improvements that enhance customer experience and operational efficiency.

Requirements

• Demonstrated experience in technical support, technical operations, developer support, or a similar customer-facing engineering environment.
• Strong analytical thinking and systematic troubleshooting skills across web platforms, APIs, cloud environments, and enterprise software.
• Hands-on experience supporting and troubleshooting REST APIs and backend services, including authentication mechanisms such as OAuth2, JWT, and API keys.
• Ability to investigate technical issues using monitoring, logging, and observability tools.
• Familiarity with AI platforms, machine learning systems, generative AI, or data-intensive applications is highly valuable.
• Strong written and verbal English communication skills, with the ability to explain complex technical concepts clearly and empathetically to both technical and non-technical users.
• Customer-first mindset with patience, empathy, sound judgment, and a strong focus on helping users achieve successful outcomes.
• Strong technical writing skills, with experience producing user guides, FAQs, troubleshooting documentation, and knowledge-base content.
• Ability to prioritize multiple concurrent support cases, respond with urgency to critical issues, and remain composed in a fast-paced environment.
• Comfortable working independently while collaborating effectively with engineering, sales, product, and other internal teams.
• Self-motivated and proactive, with the ability to identify recurring problems and initiate improvements rather than simply resolving individual tickets.
• Familiarity with collaboration and development tools such as Slack, Linear, Notion, and GitHub.
• Strong understanding of API concepts, authentication flows, errors, and backend integration patterns.

Benefits

• Competitive salary and equity package.
• Fully remote work with the flexibility of working from anywhere.
• Opportunity to work on challenging problems at the forefront of generative AI and AI infrastructure.
• Significant learning and professional growth opportunities in a rapidly scaling technology environment.
• Exposure to sophisticated AI platforms, APIs, production systems, and developer-focused technologies.
• Regular team events and offsites designed to strengthen collaboration and team connections.