Dedicated Support Engineer - Toronto

For our client, we are seeking a Dedicated Support Engineer to join the team of a leader in the Information Technology space.

This role will serve as a trusted technical partner to premium customers, providing deep troubleshooting and clear communication across complex API, distributed systems, and cloud environments.

You will own high-impact incidents from initial escalation through resolution, while proactively monitoring integrations and documenting customer-specific operational contexts to strengthen support outcomes.

The position also contributes to incident reviews and cross-functional improvements that enhance reliability, responsiveness, and customer trust.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $110,000 – $130,000 annually

Responsibilities

• Troubleshoot complex technical issues for premium support customers
• Provide end-to-end ownership of customer incidents and escalations
• Serve as an expert on the company's products and systems for customers
• Own high-impact incident responses, ensuring effective communication and coordination
• Develop and document customer-specific architectures and operational contexts
• Monitor customer integrations to identify potential issues proactively
• Contribute to incident reviews and provide feedback for systemic improvements

Qualifications

• 5-7 years in Support Engineering, Solutions Engineering, or Solutions Architecture
• Expert troubleshooting across APIs, distributed systems, and cloud infrastructures
• Experience leading technical incident responses and communication
• Programming skills in Python, JavaScript, or similar languages
• Ability to analyze logs, metrics, and system behavior for diagnostics
• Strong written and verbal communication skills for diverse stakeholders
• Proven track record of building trust with customers and teams

Benefits

• Flexible remote work arrangement with plans to transition in-office
• Opportunities for professional growth within a cutting-edge tech environment
• Collaborative team culture focused on support excellence and innovation

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.