Senior Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in Canada.

As a Senior Support Engineer, you’ll help raise the standard of technical support for a growing portfolio of municipal software products used by more than 1,300 local governments. You’ll combine deep technical troubleshooting with exceptional client service, taking ownership of complex issues from the first conversation through confirmed resolution.

Working closely with developers, you’ll diagnose problems, reproduce bugs, create actionable technical reports, and follow issues through to completion. You’ll also turn recurring customer questions and technical discoveries into better documentation, AI support workflows, product improvements, and training resources.

The role offers substantial autonomy and is designed for someone who can make sound decisions without constant direction while keeping clients and teammates informed. AI is an important part of the workflow, with opportunities to use tools such as Claude to investigate systems, accelerate troubleshooting, and improve support operations.

This is a remote, customer-focused role for a technically curious problem solver who enjoys helping people and making systems better.