Senior Escalations Engineer - Technical Support

Rewind; Canada; On-site; CAD 100,000 - 120,000; Full time

Benefits offered by this job

Health benefits

3 weeks vacation

7 life leave days

2 Level Up days for development

1 volunteer day

Summer Fridays

Job summary

Rewind, based in Canada, seeks a Senior Technical Support Engineer to act as the final escalation point. You will diagnose root causes, reproduce edge cases, and work with Engineering on fixes for Jira, Confluence, GitHub, Shopify, and more.

The role requires reading code and logging across SaaS platforms, and participating in on-call rotations including weekends and holidays. Ontario-based preferred for collaboration.

Qualifications

• 5+ years in a technical support, solutions engineering, or software development role.
• Computer Science degree or equivalent practical experience (read and write code).
• Proficiency in at least one scripting language (Python, Ruby, JavaScript).
• Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns.
• Experience with cloud platforms and SaaS ecosystems (Atlassian, GitHub, Shopify or similar).
• AWS services and related logs/search tooling (CloudWatch, OpenSearch/Kibana).
• Ability to read logs, inspect API responses, and debug across network/app layers.
• Excellent written and verbal communication for both customers and engineers.

Responsibilities

• Own the most complex technical escalations from T1 and T2.
• Investigate and reproduce bugs, data inconsistencies, and integration failures across supported platforms.
• Read/write code to diagnose issues, test hypotheses, and validate fixes.
• Collaborate with Engineering to articulate bugs and track fixes to resolution.
• Manage issues in customer environments involving API integrations, OAuth, and webhooks.
• Handle data restoration requests and complex recovery scenarios.
• Own enterprise onboarding when required, including installation and education.
• Contribute to internal knowledge base for recurring issues.
• Participate in on-call rotations for P1 incidents.
• Identify patterns and surface product improvements to Engineering and Product.

Skills

5+ years experience

Code reading

REST APIs

SaaS integrations

Cloud platforms

AWS CloudWatch

DynamoDB

Education

CS degree

Tools

Jira

Confluence

PostgreSQL

DynamoDB

Job description

Rewind, based in Canada, seeks a Senior Technical Support Engineer to act as the final escalation point. You will diagnose root causes, reproduce edge cases, and work with Engineering on fixes for Jira, Confluence, GitHub, Shopify, and more.

The role requires reading code and logging across SaaS platforms, and participating in on-call rotations including weekends and holidays. Ontario-based preferred for collaboration.