Senior Technical Support Engineer

Alpine Software Group; Vancouver; Remote; CAD 100,000 - 110,000; Full time

Job summary

A leading company in nonprofit and church management software seeks a Senior Technical Support Engineer. This remote role entails troubleshooting complex technical issues and collaborating with engineering and support teams to enhance service delivery. Candidates should have strong problem-solving skills and a solid background in SaaS environments, alongside excellent communication abilities.

Benefits

Generous PTO (4 weeks vacation + paid parental leave)

Robust health coverage and RRSP matching

Qualifications

• 5+ years experience in a technical support role in a SaaS environment.
• Proficient in diagnosing and resolving technical issues across multiple platforms.
• Advanced troubleshooting skills for a broad range of technical problems.

Responsibilities

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering and customer support to resolve bugs effectively.
• Create and maintain troubleshooting, training, and process documentation.

Skills

Problem-solving

Customer service

Communication

Leadership

Technical issue diagnosis

Advanced troubleshooting

Database proficiency

Cloud environments

Log management systems

Version control systems

Education

Bachelor's degree in Computer Science or related field

Tools

Jira

Zendesk

SQL

Git

Job description

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We’re a remote team, spread across North America (with peers all over the world).

Aplos is the largest nonprofit & church management software on the market. We’ve served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more.

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We’re a remote team, spread across North America (with peers all over the world).

We’re seeking new team members to join our ever growing team and play a key role in growing our product for Aplos, as well as our sister products, Raisely and Keela.

About the role :

We’re looking for an experienced Senior Technical Support Engineer to provide advanced technical support and resolve customer issues in a timely and efficient manner. This role will involve troubleshooting and resolving complex technical problems, as well as providing information and guidance to customers and staff on the proper use of our products.

You are tech savvy, you understand all of this technology, but you also have a knack for simplifying the complexities of the platform to stakeholders and internal teams. You will be working closely with our Engineering and Customer Care teams.

This is a full-time, permanent role.

What will you be doing?

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product and customer support teams to triage and escalate bugs effectively.
• Suggest knowledge base improvements when patterns are identified in customer issues
• Assume the role of Incident coordinator following incident management policy
• Lead continuous improvement by conducting post-mortems with the Engineering team and other stakeholders following production incidents.
• Define best practices for team processes and tools.
• Serve as a bridge between support and engineering to ensure knowledge sharing.
• Own the technical support process for high-priority accounts or products.
• Write good and clear documentation to express solutions, processes and systems.
• Design and improve workflows, and tools.
• Use tools such as : data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Contribute to defining team goals
• Create and maintain troubleshooting, training and process documentation
• Review and approve troubleshooting and process documentation
• Provide mentorship for junior team members.

Why work with us?

• Salary : $100,000 - $110,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, and experience.
• Remote work & leave – We’re a remote-first company. We also have generous PTO plans (4 weeks of vacation, volunteer time off, plus an office closure from Christmas to New Year’s Day!) and support paid parental leave (12 weeks).
• Health Coverage & RRSP - We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on RRSP.

Requirements

What we’re looking for :

• 5+ years of experience in a technical support role in a SaaS environment (or related)
• Excellent problem-solving skills
• Excellent customer service abilities
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong leadership skills.
• Proficient in diagnosing and resolving technical issues across multiple platforms.
• Advanced troubleshooting skills for a broad range of technical problems.
• Proficient in using databases, REST APIs, or cloud environments.
• Proficient in using log management systems (e.g., Splunk, Sumo Logic, ELK, Sentry)
• Proficient in using ticket tracking systems (e.g., Zendesk, Jira, Linear)
• Proficient with using user behavior insights systems : LogRocket, FullyStory
• Expertise with SQL queries (Filtering, sorting, joining, aggregations, subqueries)
• Ability to lead technical discussions with customers or internal teams.
• Ability to work with multiple projects simultaneously.
• Familiarity with reviewing code in various languages (e.g., TypeScript, Node.js, React, Vue.js, Python)
• Proficient in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks
• Proficient with version control systems (e.g.,git, subversion, mercurial)
• Effectively balances business needs with potential solutions.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred, but not required

How to apply :

You’ve got this far! We really want to hear from you. To apply, please see our career’s page at aplos.com / about / careers . We are accepting applications on a rolling basis until we find the right person.

If you have any questions or require accommodations in the interview process, please reach out to [emailprotected] .

Aplos’s Commitment to Equal-Employment, Diversity, Inclusion, and Equity

We know with diversity comes strength. Aplos provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary Description

100000 - $110000 CAD Annually

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