Technical Support Engineer II

Alpine Software Group; Vancouver; Remote; CAD 86,000 - 95,000; Full time

Job summary

Join a forward-thinking company that empowers nonprofit organizations with innovative software solutions. As a Technical Support Engineer, you will play a vital role in resolving complex technical issues and ensuring customer satisfaction. This full-time remote position offers a dynamic work environment where you can collaborate with engineering and customer care teams. Enjoy generous PTO, health coverage, and a competitive salary as you contribute to a mission-driven organization dedicated to making a difference in the nonprofit sector. If you are passionate about technology and customer support, this opportunity is perfect for you.

Benefits

Generous PTO (4 weeks of vacation)

Paid parental leave (12 weeks)

Health Coverage

RRSP with 4% match

Qualifications

• 3+ years of experience in a technical support role in a SaaS environment.
• Proficient in diagnosing and resolving technical issues across multiple platforms.
• Familiarity with reviewing code in various languages.

Responsibilities

• Handle escalations and resolve high-complexity issues.
• Work closely with engineering and customer support teams.
• Create and maintain troubleshooting and process documentation.

Skills

Technical Support

Problem-Solving

Customer Service

Communication Skills

Advanced Troubleshooting

SQL Queries

Technical Discussions

Education

Bachelor's degree in Computer Science

Tools

Zendesk

Jira

LogRocket

Splunk

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 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.

Location: Remote (British Columbia)

What will you be doing?

• Handle escalations and resolve high-complexity issues.
• Work closely with engineering, product and customer support teams to triage and escalate bugs effectively.
• Suggest knowledge base improvements when patterns are identified in customer issues
• Advocate for customer needs by submitting feature requests for product improvements.
• Assume the role of Incident coordinator following incident management policy
• Contribute to meeting team goals
• Create and maintain troubleshooting, training and process documentation
• Use tools such as: data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Review and approve troubleshooting and process documentation
• Provide mentorship for junior team members.

Why work with us?

• Salary: $86000 - $95000 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:

• 3+ 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
• 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
• Proficient 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)
• Familiarity in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks
• Familiarity with version control systems (e.g.,git, subversion, mercurial)
• 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 [e-mail].

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.