Senior Technical Support Engineer - Remote

Overview

Aplos is seeking an experienced Senior Technical Support Engineer to provide advanced technical support and resolve customer issues efficiently. This role involves troubleshooting complex technical problems and guiding customers in using our products.

In Short

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering and customer support teams.
• Suggest knowledge base improvements.
• Lead incident management and continuous improvement efforts.
• Define best practices for team processes.
• Document solutions and processes clearly.
• Mentor junior team members.
• Contribute to defining team goals.
• Use various tools for monitoring and reporting.
• Work in a remote-first environment.

Requirements

• 5+ years of experience in a technical support role in a SaaS environment.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Proficient in diagnosing and resolving technical issues.
• Experience with SQL, REST APIs, and log management systems.
• Familiarity with ticket tracking systems.
• Strong leadership and time-management skills.
• Ability to handle multiple projects simultaneously.
• Bachelor's degree in a related field preferred.

Benefits

• Salary: $100,000 - $110,000 CAD.
• Remote work and generous PTO plans.
• Robust health coverage and RRSP matching.