Remote Senior Support Engineer

Our partner is looking for a Senior Support Engineer based in Canada. As a Senior Support Engineer, you’ll help raise the standard of technical support for a growing portfolio of municipal software products used by more than 1,300 local governments. You’ll combine deep technical troubleshooting with exceptional client service, taking ownership of complex issues from the first conversation through confirmed resolution. Working closely with developers, you’ll diagnose problems, reproduce bugs, create actionable technical reports, and follow issues through to completion. You’ll also turn recurring customer questions and technical discoveries into better documentation, AI support workflows, product improvements, and training resources. AI is an important part of the workflow, with opportunities to use tools such as Claude to investigate systems, accelerate troubleshooting, and improve support operations. This is a remote, customer-focused role for a technically curious problem solver who enjoys helping people and making systems better. Accountabilities - Take ownership of complex client issues from the initial report through diagnosis, resolution, communication, and final confirmation with the customer. - Design and maintain effective workflows for moving issues from support to development, ensuring that escalations remain visible, documented, and tracked through resolution. - Set a high standard for client communication, technical write-ups, support calls, and escalation quality while helping teammates improve through example and coaching. - Diagnose issues before escalating them by identifying the affected product, component, and technical layer, reproducing problems, and gathering relevant evidence. - Create detailed developer-ready bug reports using screenshots, recordings, reproduction steps, logs, browser tools, and other relevant technical information. - Use AI-assisted development and investigation tools to trace application behavior, understand code paths, and support small, well-understood fixes for developer review. - Maintain and improve the knowledge base supporting multiple software products and the AI-powered customer support experience. - Create troubleshooting guides and documentation based on recurring support questions, distinguishing between similar issues and enabling customers and AI tools to resolve more cases independently. - Review AI support performance, identify failures, improve source documentation, and refine workflows so the AI agent can ask clarifying questions and provide more accurate assistance. - Create short training videos and educational resources that help clients develop lasting product proficiency rather than simply resolve individual questions. - Support customer onboarding alongside project teams, helping new clients reach value quickly and confidently. - Build strong relationships with assigned accounts through proactive communication, recurring check-ins, phone calls, and video meetings. - Use product usage information and account signals to identify clients who may need additional support, training, or guidance. - Participate in customer conferences and industry events several times a year, with travel and lodging expenses covered. - Identify relevant opportunities to introduce customers to additional services and flag potential expansion or renewal opportunities to the sales team. - Partner with Product Managers on webinars, feature education, and customer training initiatives.