Senior Technical Support Engineer & Incident Lead (Remote)

VGS

United States

Hybrid

CAD 111,000 - 166,000

Full time

14 days+

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Benefits offered by this job

Remote and hybrid opportunities

Flexible working hours

Weekly office lunches

Job summary

VGS is seeking a hands-on Senior Support/Engineering Professional to act as the on-shift decision-maker during PT business hours. You will own incident communications, coordinate multi-team projects, and debug complex network issues involving DNS, TLS, and REST APIs.

The role requires strong English communication, autonomy, and the ability to translate between technical and business contexts. The position offers remote-first flexibility with hybrid options if near offices, and requires 5+ years

Qualifications

5+ years in Technical Support, Solutions Engineering, or related roles with some senior/lead capacity.
Experience owning customer-facing incident or maintenance communications and updates.
Strong internal communication skills between customers, account management, product and engineering.
Solid understanding of HTTP, REST APIs, proxies; able to diagnose network issues and read logs.
Excellent English written and spoken, able to communicate under time pressure.

Responsibilities

Serve as senior decision-maker for Support during PT business hours; manage escalations and approvals.
Own incident and maintenance communications; write or approve status updates and notices.
Set maintenance windows based on customer traffic patterns; coordinate with engineering and GTM teams.
Lead multi-team projects as a stakeholder; track dependencies and status.
Debug issues using curl, Postman; trace requests across VGS and customer systems.
Push for go-live readiness; author internal runbooks or public docs.