Senior Support Engineer

Employer Industry: Health Technology

Why consider this job opportunity:

1. Flexible PTO and competitive pay—rest fuels performance.
2. RRSP match and stock options—invest in your future.
3. Customizable benefits—flexible coverage, paramedical services, and an HSA.
4. Continuous learning opportunities with a training budget and company-wide initiatives.
5. Hybrid and remote work flexibility to suit your needs.

What to Expect (Job Responsibilities):

1. Build and maintain GraphQL API endpoints to integrate CRM systems, chatbots, and other support tools.
2. Optimize support workflows by developing automation, self-service tools, and AI-powered support enhancements.
3. Collaborate with Engineering and external contractors to scope, plan, and implement technical projects that improve customer and agent experiences.
4. Diagnose and resolve complex technical issues related to orders, platform functionality, and integrations while driving long-term improvements to support workflows.
5. Mentor and enable the Technical Support team, providing technical expertise and documenting solutions to empower agents.

What is Required (Qualifications):

1. 5-6 years of experience in a Support Engineering, Technical Support, or similar role within a SaaS, e-commerce, or tech-driven environment.
2. Strong API expertise, particularly in GraphQL, with experience building and integrating API endpoints.
3. Experience with object-oriented programming; Ruby experience preferred.
4. Hands-on experience with chatbot and AI-powered support platforms (e.g., Ada, Intercom, IBM Watson).
5. Proven ability to diagnose and resolve technical issues, working cross-functionally to build scalable solutions.

How to Stand Out (Preferred Qualifications):

1. Experience working within a customer support organization and understanding the impact of technical solutions on agent efficiency.
2. Familiarity with incident management tools, GitLab, SQL, and debugging workflows.
3. Experience in health tech, e-commerce, or SaaS-based platforms.