Technical Support Engineer

<h3>Accountabilities</h3><li>
<strong>Manage escalations between Support and Engineering:</strong>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.</li><li>
<strong>Own issues through resolution:</strong>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.</li><li>
<strong>Conduct advanced technical troubleshooting:</strong>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.</li><li>
<strong>Use technical tools to isolate problems:</strong>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.</li><li>
<strong>Resolve issues independently where possible:</strong>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.</li><li>
<strong>Identify recurring problems and drive improvements:</strong>Monitor defect patterns, quantify their impact, and present evidence-based recommendations to Product and Engineering teams to support permanent fixes and improve software quality.</li><li>
<strong>Maintain technical documentation:</strong>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.</li><li>
<strong>Improve support processes and team capabilities:</strong>Establish clear escalation standards, maintain troubleshooting playbooks and knowledge base articles, and mentor Support Engineers and team leads to improve investigation quality and consistency.</li><li>
<strong>Strengthen cross-functional communication:</strong>Translate technical findings into clear updates for technical and non-technical stakeholders, ensuring alignment between customer needs, support priorities, and engineering actions.</li><li>
<strong>Deliver measurable results:</strong>Improve escalation quality, reduce resolution times, identify recurring-defect trends, and contribute to stronger customer satisfaction and stakeholder feedback.</li><h2>Requirements</h2><li>
<strong>Professional experience:</strong>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.</li><li>
<strong>Advanced troubleshooting skills:</strong>Demonstrated ability to investigate complex software issues independently, identify root causes, validate solutions, and document technical findings clearly.</li><li>
<strong>Technical knowledge:</strong>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.</li><li>
<strong>Monitoring and diagnostic tools:</strong>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.</li><li>
<strong>Analytical thinking:</strong>Strong problem-solving abilities, attention to detail, and the capacity to interpret incomplete or complex technical information to make informed decisions.</li><li>
<strong>Communication and collaboration:</strong>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.</li><li>
<strong>Ownership and initiative:</strong>A proactive, service-oriented mindset, with the ability to follow issues through to confirmed resolution, identify recurring problems, and recommend process improvements.</li><li>
<strong>Work authorization:</strong>Must be legally eligible to work in Canada or the United States.</li><li>
<strong>Preferred industry experience:</strong>Familiarity with grant management software, nonprofit technology, philanthropic systems, or similar business applications is an asset.</li><li>
<strong>Additional qualifications:</strong>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.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Salary details are not specified in the provided job description.</li><li>
<strong>Comprehensive benefits:</strong>Access to a competitive benefits package designed to support employee well-being and financial security.</li><li>
<strong>Flexible paid time off:</strong>A flexible PTO policy that allows employees to manage their time while supporting personal well-being and professional responsibilities.</li><li>
<strong>Remote-first work environment:</strong>Flexibility to work remotely while collaborating with colleagues across international teams and office locations.</li><li>
<strong>Learning and development:</strong>Tuition support, professional development opportunities, and resources to build technical expertise and advance your career.</li><li>
<strong>Lifestyle reimbursements:</strong>Financial support for eligible lifestyle-related expenses.</li><li>
<strong>Wellness initiatives:</strong>Tailored mindfulness and fitness programs to support physical and mental well-being.</li><li>
<strong>Career advancement:</strong>Opportunities for internal mobility, expanded responsibilities, leadership development, and collaboration across teams and business areas.</li><li>
<strong>Autonomy and ownership:</strong>An environment that encourages independent problem-solving, creative thinking, and meaningful contributions to technical and operational improvements.</li><li>
<strong>Recognition and collaboration:</strong>A supportive workplace that values employee achievements, knowledge sharing, and cross-functional teamwork.</li><li>
<strong>Meaningful impact:</strong>The opportunity to support software solutions that help nonprofit organizations, grantmakers, foundations, and community organizations improve their operations and maximize their social impact.</li><li>
<strong>Inclusive workplace:</strong>A commitment to equal opportunity, diversity, accessibility, and reasonable accommodations throughout the recruitment and employment process.</li>