Remote Work à United States

• Flexible PTO and competitive pay—rest fuels performance.
• RRSP match and stock options—invest in your future.
• Customizable benefits—flexible coverage, paramedical services, and an HSA.
• Continuous learning opportunities with a training budget and company-wide initiatives.
• Hybrid and remote work flexibility to suit your needs.

What to Expect (Job Responsibilities) :

• Build and maintain GraphQL API endpoints to integrate CRM systems, chatbots, and other support tools.
• Optimize support workflows by developing automation, self-service tools, and AI-powered support enhancements.
• Collaborate with Engineering and external contractors to scope, plan, and implement technical projects that improve customer and agent experiences.
• Diagnose and resolve complex technical issues related to orders, platform functionality, and integrations while driving long-term improvements to support workflows.
• Mentor and enable the Technical Support team, providing technical expertise and documenting solutions to empower agents.

What is Required (Qualifications) :

• 5-6 years of experience in a Support Engineering, Technical Support, or similar role within a SaaS, e-commerce, or tech-driven environment.
• Strong API expertise, particularly in GraphQL, with experience building and integrating API endpoints.
• Experience with object-oriented programming; Ruby experience preferred.
• Hands-on experience with chatbot and AI-powered support platforms (e.g., Ada, Intercom, IBM Watson).
• Proven ability to diagnose and resolve technical issues, working cross-functionally to build scalable solutions.

How to Stand Out (Preferred Qualifications) :

• Experience working within a customer support organization and understanding the impact of technical solutions on agent efficiency.
• Familiarity with incident management tools, GitLab, SQL, and debugging workflows.
• Experience in health tech, e-commerce, or SaaS-based platforms.

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