Technical Support Engineer II

6 days, 7 hours ago
Full-time
Mid Level
Customer and Technical Support
Velora

Velora

We believe nonprofits deserve tools that work for them, not against them. That's why Aplos, Keela, and Raisely have come together as Velora: a new brand and integrated suite that unites fundraising, donor management, and accounting into one seamless experience. Our goal is simple. Give nonprofits clarity, confidence, and time back for what matters most: their mission.

information technology & services
51-200
Founded 2025

Description

  • Own high-complexity customer escalations end-to-end, including debugging, reproduction, and resolution with minimal hand-holding.
  • Serve as incident coordinator during production incidents, restore systems to steady state, and manage stakeholder communication.
  • Provide timely, clear technical updates under pressure until issues are resolved.
  • Use AI tools, especially Cursor, to triage, diagnose, and resolve issues faster.
  • Build lightweight scripts, automations, and macros to reduce manual toil and speed root-cause analysis.
  • Create dashboards and saved searches across logs, product analytics, and tickets to identify regressions and emerging trends.
  • Review and approve troubleshooting, runbook, and process documentation to keep it accurate, testable, and versioned.
  • Define and improve case handoff standards to Engineering, including required logs, timelines, and impact assessments.
  • Translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and acceptance criteria.
  • Mentor junior TSEs and contribute to team standards, workflows, and technical discussions.

Requirements

  • 3–5 years of experience supporting SaaS products with ownership of complex escalations.
  • Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent hands-on experience.
  • Proficiency with SQL, including filters, sorting, joins, aggregations, and subqueries, against production or warehouse data.
  • Experience using REST APIs to reproduce issues, validate server responses, and create minimal test cases.
  • Experience with session replay tools such as LogRocket or FullStory to isolate UX, product, or data issues.
  • Familiarity with version control systems such as git and comfort navigating repositories and reading diffs.
  • Advanced troubleshooting across client, network, API, and data layers using logs, traces, and evidence-based reasoning.
  • Comfort with basic scripting to parse logs, automate repros, or generate diagnostics.
  • Hands-on use of AI tools such as Cursor, Notion AI, or Claude Code as part of daily work.
  • Ability to use Cursor or similar AI coding tools to write basic diagnostic or automation scripts.
  • Familiarity with agentic AI workflows and ability to identify failure modes and correct inaccurate AI outputs.
  • Track record of improving workflows, tooling, and team processes, not just following them.

Benefits

  • Salary of $80,000 to $90,000 CAD, with compensation determined by skills, education, experience, and location.
  • Remote-first work arrangement with the ability to live and work wherever you are happiest.
  • Monthly coworking stipend.
  • 4 weeks of paid leave in Canada, plus 11 public holidays and an additional 2-week end-of-year company shutdown.
  • Generous paid sick leave.
  • Training support for learning new skills, conferences, or course tickets.
  • Robust medical, dental, vision, disability, and life insurance coverage in Canada.
  • 4% retirement match in Canada.

Interested in this position?

Apply directly on the company website

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