Production Support Engineer: End-to-End Incident Resolver

Ampliwork; Brossard; On-site; CAD 65,000 - 95,000; Full time

Job summary

Ampliwork is seeking a customer-focused technical support engineer to own the queue from intake to resolution. You will perform first-line triage, investigate issues, and collaborate with engineering when needed.

You will communicate clearly with enterprise clients and help improve our knowledge base and triage tooling. The role requires 3–5 years in a similar support function, strong Python and SQL skills, and experience with cloud platforms.

Qualifications

• Three to five years in application support or a comparable client-facing technical role.
• Python. Able to read and debug code and write small scripts.
• Cloud platforms (AWS or equivalent). Navigate logs and monitoring to trace issues.
• SQL and PostgreSQL. Write own queries for data questions.
• A track record of resolving tickets rather than routing them.
• Excellent written English for client communication.
• Self-starting and methodical; keep track of outstanding items.
• Comfortable being assertive and flagging out-of-scope items.
• Able to manage multiple accounts across products.
• Able to learn a complex domain quickly.

Responsibilities

• Own the support queue end to end and drive items to resolution or handoff.
• Perform first-line technical triage: inspect logs, run queries, reproduce issues.
• Read code to locate logic and test hypotheses.
• Escalate with reproducible cases, logs, and environment details when needed.
• Act as the client contact via email, portal, and chat with regular updates.
• Contribute to knowledge base and weekly account reports.
• Suggest improvements to triage tooling and workflows.

Skills

Python

Cloud platforms

SQL/PostgreSQL

Ticket handling

English communication

Self-starting

Account management

Learning complex domain

Assertiveness

Time management

Tools

Git

AWS

AI triage tooling

Job description

Ampliwork is seeking a customer-focused technical support engineer to own the queue from intake to resolution. You will perform first-line triage, investigate issues, and collaborate with engineering when needed.

You will communicate clearly with enterprise clients and help improve our knowledge base and triage tooling. The role requires 3–5 years in a similar support function, strong Python and SQL skills, and experience with cloud platforms.