Support Engineer (AMER)

Location: Canada (Remote)

Industry: IT Services and IT Consulting

Work Setting: Remote

Are you passionate about solving complex technical challenges while working at the intersection of engineering, customer success, and product innovation?

We're seeking a Support Engineer who thrives in deeply technical environments and enjoys troubleshooting, collaborating with development teams, and improving products through hands-on problem-solving. In this role, you'll work directly with customers, diagnose complex system issues, contribute to product improvements, and help build scalable support processes that enhance the overall customer experience.

What You'll Do

- Provide technical support to enterprise and cloud-based customers, managing issues from initial investigation through resolution across multiple communication channels.
- Troubleshoot complex application, infrastructure, and performance-related issues in production environments.
- Collaborate closely with Engineering, Product, Infrastructure, Customer Success, and other cross-functional teams to resolve defects and enhance platform capabilities.
- Reproduce customer-reported issues, perform root cause analysis, and create detailed bug reports to assist development teams.
- Contribute to product and platform improvements through code contributions, documentation updates, automation, and process enhancements.
- Develop and maintain technical documentation, troubleshooting guides, and knowledge base content.
- Participate in incident response, on-call support rotations, and service restoration efforts when required.
- Partner with team members through knowledge sharing, mentorship, and collaborative problem-solving sessions.




- Assist with technical evaluations, interviews, and hiring activities to help grow the engineering organization.
- Identify opportunities to automate repetitive tasks and improve operational efficiency through tooling and scripting.

Required Qualifications
- Experience supporting complex software products throughout the complete customer support lifecycle, from issue triage and investigation to resolution.
- Strong Linux systems administration and troubleshooting expertise.
- Proficiency in scripting and automation using languages such as Bash, Python, Ruby, or similar technologies.
- Experience working with version control systems and modern CI/CD practices.
- Ability to diagnose application, infrastructure, networking, and performance-related issues.
- Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Experience writing technical documentation, support content, and knowledge-based resources.
- Strong analytical and problem-solving abilities with attention to detail.

Preferred Qualifications
- Experience contributing to software development projects or open-source initiatives.
- Familiarity with up-to-date DevOps practices, cloud-native technologies, and infrastructure automation.
- Experience with containerization and orchestration technologies such as Kubernetes.
- Understanding of software architecture, web applications, APIs, and distributed systems.
- Knowledge of monitoring, observability, logging, and incident management best practices.
- Experience supporting enterprise-scale deployments and mission-critical production environments.
- Ability to evaluate system performance, reliability, and scalability concerns.

📌 Support Engineer (Canada)
🏢 SoTalent
📍 Canada