Remote SaaS Support Engineer - Americas

HelpfulRemote; Canada; On-site; CAD 60,000 - 90,000; Full time

Job summary

HelpfulRemote is seeking a remote customer support engineer in Canada/USA to handle tickets for a complex hiring software platform. You will troubleshoot integrations, document workflows, and create enablement materials with input from engineering.

The role emphasizes deep technical resolution over pure ticket triage. You should be comfortable owning end-to-end support, isolating configuration issues, and reproducing ambiguous behavior, with experience across SMB to enterprise clients.

Qualifications

• Experience debugging complex SaaS platforms and troubleshooting end-to-end.
• Ability to isolate configuration issues and reproduce ambiguous behavior.
• Strong written communication and systematic thinking with prior B2B support experience from SMB to enterprise.

Responsibilities

• Handle customer support tickets for a complex hiring software platform.
• Troubleshoot sophisticated integrations and guide customers through detailed workflows.
• Create technical enablement materials from engineering work.
• Develop workflow automation to improve team efficiency.

Skills

Troubleshooting

End-to-end ownership

Strong written communication

Systematic thinking

B2B support experience

Job description

HelpfulRemote is seeking a remote customer support engineer in Canada/USA to handle tickets for a complex hiring software platform. You will troubleshoot integrations, document workflows, and create enablement materials with input from engineering.

The role emphasizes deep technical resolution over pure ticket triage. You should be comfortable owning end-to-end support, isolating configuration issues, and reproducing ambiguous behavior, with experience across SMB to enterprise clients.