Senior Technical Support Engineer

ZipRecruiter; Fresno (CA); Remote; CAD 100,000 - 110,000; Full time

Job summary

A leading nonprofit software provider is seeking a Senior Technical Support Engineer to join their remote team. In this role, you will troubleshoot complex customer issues and collaborate with various teams to enhance product support. The position offers a competitive salary and benefits, along with opportunities for professional development and involvement in a mission-driven environment.

Benefits

4 weeks of vacation

Volunteer time off

Paid parental leave

Health Coverage

RRSP match

Qualifications

• 5+ years of experience in a SaaS technical support role or related.
• Ability to work independently and in teams, with leadership skills.
• Proficient in diagnosing and resolving technical issues across platforms.

Responsibilities

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product, and support teams to triage bugs.
• Define best practices for team processes and tools.

Skills

Problem-solving

Time-management

Customer service

Communication

Advanced troubleshooting

Education

Bachelor's degree in a relevant field

Tools

Databases

REST APIs

Cloud environments

Log management systems

Ticket tracking systems

SQL

Scripting

Version control

Job description

Job Description

About Aplos:

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.

We’re seeking new team members to join our growing team and play a key role in developing 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 efficiently. This role involves troubleshooting complex problems and guiding customers and staff on proper product use.

You should be tech-savvy, able to simplify platform complexities for stakeholders and internal teams. You will work closely with our Engineering and Customer Care teams.

This is a full-time, permanent role.

Location: Remote (Vancouver, BC)

What will you be doing?

• Handle escalations and resolve high-complexity issues.
• Collaborate with engineering, product, and support teams to triage and escalate bugs.
• Suggest improvements to knowledge base based on customer issues.
• Act as Incident coordinator following incident management policies.
• Lead post-mortems and continuous improvement efforts.
• Define best practices for team processes and tools.
• Serve as a bridge between support and engineering for knowledge sharing.
• Own the technical support process for high-priority accounts or products.
• Write clear documentation for solutions, processes, and systems.
• Design and improve workflows and tools.
• Use tools like data warehouses, log management, and analytics platforms for monitoring and reporting trends.
• Contribute to team goal setting.
• Create and review troubleshooting, training, and process documentation.
• Mentor junior team members.
• Facilitate external documentation reviews.

Why work with us?

• Salary: $100,000 - $110,000 CAD, based on skills, education, and experience.
• Remote work & leave – 4 weeks of vacation, volunteer time off, office closure during holidays, paid parental leave.
• Health Coverage & RRSP – Medical, dental, vision, life insurance, with a 4% RRSP match.

Requirements:

• 5+ years of experience in a SaaS technical support role or related.
• Strong problem-solving, time-management, customer service, and communication skills.
• Ability to work independently and in teams, with leadership skills.
• Proficient in diagnosing and resolving technical issues across platforms.
• Advanced troubleshooting skills for various technical problems.
• Experience with databases, REST APIs, cloud environments, log management systems, ticket tracking systems, user behavior insights, SQL, code review, scripting, version control, and related skills.
• Bachelor's degree in a relevant field is preferred but not required.

How to apply:

Visit our careers page at aplos.com/about/careers. Applications are accepted on a rolling basis. For questions or accommodations, contact [e-mail].

Aplos’s Commitment to Equal Employment Opportunity:

We provide equal employment opportunities and prohibit discrimination based on various protected characteristics. This policy applies to all employment terms and conditions.