Technical Support Engineer

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.
Technical knowledge: Working knowledge of SQL, REST APIs, integrations, SSO, MFA, OAuth, OpenID, JavaScript, XML, JSON, and web and network protocols, including HTTP, TLS, and TCP/IP.
Monitoring and diagnostic tools: Experience with log analysis, application monitoring, and technical troubleshooting platforms, as well as ticketing and issue-tracking systems. Familiarity with Zendesk and Jira is preferred.
Analytical thinking: Strong problem-solving abilities, attention to detail, and the capacity to interpret incomplete or complex technical information to make informed decisions.
Communication and collaboration: Excellent written and verbal communication skills, with the ability to explain technical issues clearly, coordinate across teams, influence stakeholders without formal authority, and manage expectations effectively.
Ownership and initiative: A proactive, service-oriented mindset, with the ability to follow issues through to confirmed resolution, identify recurring problems, and recommend process improvements.
Work authorization: Must be legally eligible to work in Canada or the United States.
Preferred industry experience: Familiarity with grant management software, nonprofit technology, philanthropic systems, or similar business applications is an asset.
Additional qualifications: Experience in technical leadership or mentoring, familiarity with Agile or Scrum methodologies and ITIL-based incident or problem management, and practical use of AI tools in support operations are advantageous.
Benefits
Competitive compensation: Salary details are not specified in the provided job description.
Comprehensive benefits: Access to a competitive benefits package designed to support employee well-being and financial security.
Flexible paid time off: A flexible PTO policy that allows employees to manage their time while supporting personal well-being and professional responsibilities.
Remote-first work environment: Flexibility to work remotely while collaborating with colleagues across international teams and office locations.
Learning and development: Tuition support, professional development opportunities, and resources to build technical expertise and advance your career.
Lifestyle reimbursements: Financial support for eligible lifestyle-related expenses.
Wellness initiatives: Tailored mindfulness and fitness programs to support physical and mental well-being.
Career advancement: Opportunities for internal mobility, expanded responsibilities, leadership development, and collaboration across teams and business areas.
Autonomy and ownership: An environment that encourages independent problem-solving, creative thinking, and meaningful contributions to technical and operational improvements.
Recognition and collaboration: A supportive workplace that values employee achievements, knowledge sharing, and cross-functional teamwork.
Meaningful impact: The opportunity to support software solutions that help nonprofit organizations, grantmakers, foundations, and community organizations improve their operations and maximize their social impact.
Inclusive workplace: A commitment to equal opportunity, diversity, accessibility, and reasonable accommodations throughout the recruitment and employment process.