Technical Support Engineer II - Remote

Overview

Aplos is seeking an experienced Technical Support Engineer to provide advanced technical support and resolve customer issues efficiently. The role involves troubleshooting complex technical problems and guiding customers on product usage.

In Short

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product, and customer support teams.
• Suggest knowledge base improvements based on customer issues.
• Advocate for customer needs and submit feature requests.
• Assume the role of Incident coordinator.
• Create and maintain troubleshooting and process documentation.
• Use tools to monitor and report on trends.
• Provide mentorship for junior team members.
• Facilitate external documentation reviews.
• Contribute to meeting team goals.

Requirements

• 3+ years of experience in a technical support role in a SaaS environment.
• Excellent problem-solving and time-management skills.
• Strong customer service abilities and communication skills.
• Proficient in diagnosing and resolving technical issues.
• Advanced troubleshooting skills for a range of technical problems.
• Proficient in using databases, REST APIs, and cloud environments.
• Experience with log management systems.
• Familiarity with ticket tracking systems.
• Knowledge of user behavior insights systems.
• Ability to lead technical discussions and work on multiple projects.

Benefits

• Salary: $86000 - $95000 CAD based on skills and experience.
• Remote work with generous PTO plans.
• Health coverage and RRSP with a 4% match.