Intermediate Software Support Engineer

Our client is looking for an Intermediate Software Support Engineer to join their Technical Services team.

About the Role
This is a technical, code-adjacent role for someone who is comfortable getting into a GitHub repository to follow the general flow of a bug, and who is just as comfortable talking a client through a resolution. You will sit at the intersection of engineering and customer support — diagnosing complex application issues, using strong SQL skills and observability/logging tools to pinpoint root cause, and looking to the codebase for extra context when it helps get there faster.

Responsibilities

• Internal Team Support: Serve as the go-to technical resource for internal teams — especially Account Managers and Customer Success Managers — helping them understand technical issues, interpret system behavior, and respond to clients with confidence and accuracy.
• Managing and Monitoring Case Queue: Working out of Jira you are monitoring and updating cases opened to satisfy customer requests and support incidents. Keeping track of linked development case escalations in order to update and uprise requestors.
• Code-Level Troubleshooting: Reference our GitHub repositories to follow the general logic of the code when it helps confirm root cause, working alongside engineering for anything that requires deeper code-level investigation.
• Log & Monitoring Analysis: Use tools such as LogRocket, Sentry, and Datadog daily to reproduce issues, trace session replays, correlate errors across services, and identify the origin of application failures.
• Technical Leadership: Provide technical leadership and mentorship to the Technical Services team on complex, code-level issues, driving technical excellence across the team.
• Customer Engagement: Engage directly with customers when needed — particularly on urgent or escalated issues — to quickly gather technical detail, identify root cause, and drive to resolution alongside Account Managers and CSMs.
• Advanced Technical Support: Serve as an escalation point for the most technically demanding cases, including issues that require querying databases, inspecting API payloads and integrations, reviewing system logs, or referencing application code.
• Product & Codebase Knowledge: Develop and maintain a working understanding of our product's architecture, RESTful APIs, SSO integrations, and codebase structure, staying current with new features and technical changes as they ship.
• Problem Resolution: Diagnose and resolve intricate technical problems in collaboration with engineering, using GitHub issues/PRs and observability data to communicate findings clearly and drive fixes.
• Documentation & Training: Create and maintain technical documentation, runbooks, and knowledge base articles that capture root-cause findings and troubleshooting patterns for internal teams (Account Managers, CSMs, Technical Services) as well as clients.
• Product Enhancement: Feed structured, technically-grounded insights (bug patterns, log signatures, recurring root causes) back to product and engineering teams to drive continuous improvement.
• Quality Assurance: Uphold high standards for technical accuracy in how the Technical Services team investigates, documents, and communicates issues.

Must Haves

• Familiar with Back office Systems- SQL, SSO ( single sign on)
• Command line utilities
• Logging tools

Nice to Haves

• Local to Edmonton but can be located across Canada and be remote
• Can learn and pick things up quickly
• Familiarity with at least one scripting or programming language (Python, JavaScript/Node, or similar) is a plus, but not required

Requirements

• 5+ years of experience in a technical support, software support engineering, QA/SDET, or software development role, with demonstrated hands-on exposure to systems troubleshooting.
• Strong SQL skills, including writing and executing queries and scripts against relational databases (PostgreSQL or similar) as a core part of day-to-day product support troubleshooting.
• Comfort navigating a codebase in a version-controlled environment (GitHub) — able to follow the general logic of the code and reference pull requests to help confirm a root cause, without needing to write production code.
• Practical, day-to-day experience with application logging and observability platforms — specifically LogRocket, Sentry, and/or Datadog (or directly comparable tools such as New Relic, Rollbar, or Bugsnag).
• Familiarity with at least one scripting or programming language (Python, JavaScript/Node, or similar) is a plus, but not required.
• Solid knowledge and understanding of RESTful APIs and SSO integrations (e.g., SAML, OAuth/OIDC), including how to troubleshoot authentication and integration issues.
• Experience supporting internal, non-technical stakeholders (Account Managers, Customer Success Managers) by translating technical findings into clear, actionable guidance.
• Comfort engaging directly with customers when escalations require it, to efficiently gather information and identify root cause under time pressure.
• Experience with webhooks and, ideally, exposure to Android and/or iOS client library SDKs.
• Exceptional systems/technical analysis skills combined with an unwavering commitment to excellence.
• Strong problem-solving skills, ability to infer from previous examples, and demonstrated technical curiosity.
• Excellent communication skills, with the ability to translate technical, code-level findings into clear language for non-technical stakeholders.

Qualifications 

• Bachelor's degree in Computer Science, Software Engineering, or a related technical field — or equivalent hands-on software/technical work experience.
• Prior experience as a software developer, or in a role with meaningful coding/debugging exposure, is a strong asset but not a requirement.
• Proven track record resolving complex technical issues that require database-level or log-level investigation, not just configuration or how-to support.
• Comfort navigating GitHub (branches, PRs, issues) to reference code as part of a troubleshooting workflow.
• Hands-on comfort with dashboards and alerting in tools like Datadog, Sentry, or LogRocket.
• Excellent problem-solving, analytical, and troubleshooting skills across both software and, where relevant, hardware issues.
• Strong interpersonal and mentoring skills, with experience supporting or leading within a technical services or engineering-adjacent team.
• Familiarity with help desk / customer support software and case management tools.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.