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. As a Technical Support Engineer, you will play a pivotal role in resolving complex software issues and strengthening collaboration between technical support and engineering teams. You will investigate escalated customer issues, identify root causes, and ensure that engineering teams receive clear, reproducible, and well-prioritized reports. Taking ownership from initial investigation through to confirmed resolution, you will help improve software reliability and customer satisfaction. You will work with modern troubleshooting tools, databases, APIs, monitoring platforms, and issue-tracking systems. Beyond resolving individual incidents, you will identify recurring defects and drive lasting improvements across products and processes. This remote-first opportunity offers autonomy, cross-functional collaboration, and the chance to contribute to technology that supports nonprofit organizations and philanthropic communities worldwide. Accountabilities - Manage escalations between Support and Engineering: Review complex support cases, reproduce reported issues, assess customer impact, and prepare comprehensive Jira tickets containing diagnostic information, logs, environments, reproduction steps, and appropriate priorities. - Own issues through resolution: Track escalated cases from investigation to deployment, coordinate with Engineering, clarify responsibilities and priorities, communicate realistic timelines, and confirm successful resolution with Support teams and customers.

- Conduct advanced technical troubleshooting: Investigate complex configuration, data, integration, workflow, upgrade, and performance issues using structured diagnostic methods and document findings and root causes in the relevant support and engineering systems. - Use technical tools to isolate problems: Analyze logs and monitoring data with tools such as Kibana or AppDynamics, and use SQL, Postman, browser developer tools, and other diagnostic resources to identify failures and validate solutions. - Resolve issues independently where possible: Distinguish software defects from configuration or operational problems, resolving cases that do not require Engineering involvement and allowing development teams to focus on confirmed defects. - Identify recurring problems and drive improvements: Monitor defect patterns, quantify their impact, and present evidence-based recommendations to Product and Engineering teams to support permanent fixes and improve software quality. - Maintain technical documentation: Keep known-issues resources and internal release notes up to date, ensuring that Support teams have accurate information about existing defects, workarounds, and product changes. - Improve support processes and team capabilities: Establish clear escalation standards, maintain troubleshooting playbooks and knowledge base articles, and mentor Support Engineers and team leads to improve investigation quality and consistency. - Strengthen cross-functional communication: Translate technical findings into clear updates for technical and non-technical stakeholders, ensuring alignment between customer needs, support priorities, and engineering actions. - Deliver measurable results: Improve escalation quality, reduce resolution times, identify recurring-defect trends, and contribute to stronger customer satisfaction and stakeholder feedback. Requirements - Professional experience: At least 5 years of experience in SaaS technical support or a comparable customer-facing technical role, including at least 2 years managing Tier 2 or Tier 3 escalations or working directly with Engineering teams. - Advanced troubleshooting skills: Demonstrated ability to investigate complex software issues independently, identify root causes, validate solutions, and document technical findings clearly.