Support Software Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Software Engineer based in Canada. This is a hands-on engineering role focused on keeping AI-powered customer service products reliable in live production environments. You will investigate complex technical issues spanning AI agents, conversational intelligence, telephony, integrations, APIs, authentication, and legacy systems. The role combines deep debugging, software development, customer interaction, and internal tooling in a highly autonomous environment. You will work directly with customers to understand issues, reproduce problems, coordinate testing, and communicate solutions clearly. As an escalation point for frontline support engineers, you will help resolve challenging production issues and strengthen the broader support organization. Your work will directly influence platform reliability, customer satisfaction, and the efficiency of future investigations and fixes. This is a remote opportunity within a fast-moving AI environment where your technical contributions have visible impact. Accountabilities: - Own production bugs, technical issues, and enhancement requests that require engineering expertise beyond frontline support capabilities. - Investigate issues across a broad technical landscape, including AI agent behavior and configuration, conversation intelligence, telephony, SSO and authentication, integrations, APIs, LLM prompting, and TypeScript-based legacy systems. - Analyze logs, source code, conversation data, and internal tools to identify root causes and determine effective solutions. - Design, implement, test, and deploy fixes and enhancements using modern agentic coding tools as part of the development workflow. - Serve as a primary technical point of contact for customers experiencing live production issues. - Gather and validate requirements, confirm reproduction steps, coordinate customer testing, and communicate technical solutions in clear, accessible language.

- Act as an escalation resource for frontline Support Engineers, providing technical guidance and context on complex issues. - Build and maintain internal tools, automations, and workflows that make future investigations, fixes, and enhancements faster and more efficient. - Collaborate with Product teams by identifying recurring customer feedback, technical trends, and opportunities for product improvements. - Maintain agreed service levels and support performance metrics while balancing technical depth with timely issue resolution. - Contribute to a culture of ownership, transparency, continuous improvement, and constructive feedback. Requirements: - Strong experience in software engineering, technical support engineering, production engineering, or a closely related discipline. - Demonstrated ability to debug unfamiliar codebases, trace logs, identify root causes, and reason across complex technical systems. - Solid understanding of production debugging, distributed systems, REST APIs, and authentication technologies such as OAuth 2. 0. - Comfortable working across a broad technical surface area rather than specializing exclusively in one system or technology. - Experience using agentic coding tools such as Claude Code, Cursor, or equivalent solutions as an integral part of software investigation and development. - Ability to work effectively with legacy TypeScript code while also adapting to modern engineering practices and tools. - Strong customer-facing communication skills, with the ability to gather requirements, reproduce issues, coordinate testing, and explain technical solutions to non-technical audiences. - Ability to remain calm, empathetic, and solutions-oriented when supporting customers through high-impact or frustrating production incidents. - Strong ownership, analytical thinking, prioritization, and problem-solving skills.