Dedicated Support Engineer - Toronto

Overview

Support Engineer serving Premium Support customers with complex technical troubleshooting, incident ownership, proactive reliability work, and scalable support improvements.

What you'll do

• Troubleshoot complex API, integration, authentication, performance, and production issues.
• Analyze logs and system behavior, reproduce errors, test hypotheses, and isolate failure domains.
• Own customer-specific responses to high-impact incidents through mitigation, resolution, and follow-through.
• Monitor integrations and trends to identify risks, recurring failures, and readiness gaps.
• Prepare account-specific runbooks and support readiness for launches, migrations, and traffic increases.
• Lead incident reviews and translate recurring customer issues into product and engineering feedback.
• Build troubleshooting guides, monitoring, tooling, workflows, and AI-powered automation.

What you'll need

• Significant experience in Support Engineering, Solutions Engineering, Solutions Architecture, or complex production diagnosis.
• Expert troubleshooting skills across APIs, distributed systems, cloud infrastructure, and enterprise integrations.
• Experience with logs, metrics, traces, API requests, authentication flows, and customer code or configurations.
• Experience leading or centrally supporting customer-impacting incidents.
• Ability to write code or scripts for reproduction, system investigation, automation, and tooling.
• Ability to communicate technical issues to engineers, customers, business stakeholders, and senior leaders.
• Ability to build trusted customer and cross-functional relationships while maintaining clear ownership.

Details

• Location: Toronto, Ontario, Canada.
• Currently remote; expected to transition to an in-office arrangement.