Salary :
Activate JobCopilot
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Product Support Engineer in Canada.
This role sits at the intersection of customer experience and technical problem-solving, ensuring that users receive fast, accurate, and high-quality support for complex product and integration issues. You will act as a trusted technical partner to customers, helping diagnose, troubleshoot, and resolve issues across APIs, integrations, and platform functionality. Beyond reactive support, you will identify patterns in customer challenges and contribute insights that help shape product improvements and long-term platform stability. Working closely with engineering and customer-facing teams, you will help translate technical complexity into clear, actionable solutions. You will also play a key role in improving internal documentation and enabling the broader support organization. This is a high-impact role for someone who enjoys deep technical investigation combined with customer interaction.
Accountabilities:
- Investigate, diagnose, and resolve complex technical issues related to product functionality, APIs, integrations, and data flows.
- Provide high-quality customer support, ensuring clear communication, fast resolution, and a strong overall customer experience.
- Leverage deep technical understanding of integrations and system architecture to troubleshoot advanced customer problems.
- Collaborate closely with engineering teams to escalate bugs, share insights, and contribute to product improvements.
- Identify recurring issues and patterns in customer inquiries to inform product enhancements and support process optimization.
- Create and maintain clear, detailed technical documentation, including troubleshooting guides and internal knowledge resources.
- Contribute to support enablement by sharing technical expertise and improving team-wide understanding of the platform.
Requirements:
- Strong technical background with experience in software troubleshooting, APIs, integrations, and system debugging.
- Solid understanding of internet protocols, web technologies, and data flows across systems.
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
- Customer-focused mindset with a strong commitment to delivering high-quality support experiences.
- Experience working with logs, code-level debugging, or automation/scripting is highly valued.
- Strong collaboration skills with the ability to work effectively with engineering and cross-functional teams.
- Highly detail-oriented with strong documentation and problem-solving abilities.
- Adaptable and comfortable working in fast-paced, evolving technical environments.
Benefits:
- Competitive salary ranging from $75,000 to $122,000 USD (or CAD equivalent), plus equity.
- Fully remote work across the United States and Canada.
- Unlimited paid time off, with recommended annual rest periods.
- Comprehensive health insurance coverage for employees and dependents (US-based).
- Generous parental leave policy with up to 12 weeks fully paid in the US.
- Annual learning and development budget, including training and conferences.
- Home office, equipment, and productivity stipend.
- Strong focus on employee well-being, flexibility, and work-life balance.
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