Technical Support Engineer II

Technical Support Engineer II

Location: Remote — Canada

We are only considering candidates located in BC, AB, MB, and ON

Velora is looking for a Technical Support Engineer II to take ownership of complex, high-impact escalations across Aplos, Raisely, and Keela. As a TSE II, you'll debug deep technical issues, build lightweight tools that make the team faster, contribute to incident response, and act as a connector between Customer Support, Engineering, and Product.

We're building an AI-native team — one where AI agents and tools are embedded in how we triage, diagnose, and improve, not bolted on as an afterthought. You'll work within Velora's product suite — diagnosing issues at depth, using AI tooling that accelerates your output, and turning recurring customer pain into product improvements. You'll mentor junior TSEs, contribute to team standards, and help raise the bar for what great technical support looks like at this scale.

If you're someone who goes beyond the ticket, thinks in systems, and wants real influence on how a multi-product support org operates — this role is for you.

What will you be doing (your role)?

Escalation & Incident Ownership

• Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined.
• Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering.
• Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution.

AI-Augmented Troubleshooting

• Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team.
• Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation.
• Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them.

Knowledge & Process Excellence

• Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned.
• Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments.

Collaboration & Impact

• Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria.
• Facilitate technical discussions with internal teams on complex, multi-system issues.

What we're looking for (requirements):

This role sits at the center of Velora's shift to an AI-native company. We're looking for someone who treats AI as a force multiplier, owns problems without hand-holding, and holds a higher bar because AI makes that bar reachable.

We believe that no one meets 100% of the listed qualifications. We're less focused on a checklist and more interested in finding someone who is deeply technical, genuinely curious, and hungry to solve hard problems.

Technical Depth

• 3–5 years supporting SaaS products with proven ownership of complex escalations.
• Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience.
• Proficient with SQL — filters, sorting, joins, aggregations, and subqueries — against production or warehouse data.
• Proficient using REST APIs to reproduce issues, validate server responses, and create minimal test cases.
• Proficient with session replay tools (e.g., LogRocket, FullStory) to reconstruct flows and isolate UX vs. product vs. data issues.
• Familiarity with version control systems (e.g., git); comfortable navigating repos and reading diffs.
• Advanced troubleshooting across client, network, API, and data layers using logs, traces, and evidence-based reasoning.
• Comfortable with basic scripting to parse logs, automate repros, or generate diagnostics.

AI-Native Mindset

• Hands-on with AI tools (Cursor, Notion AI, Claude Code, etc.) and uses them daily as core parts of how you work — actively leverages AI agents to move faster, surface patterns, and free up time for higher-leverage work.
• Proficient using Cursor or similar AI coding tools to write basic diagnostic or automation scripts.
• Familiarity with agentic AI workflows — able to identify and flag failure modes, test outputs, and apply direct, constructive feedback when AI output is inaccurate or misleading.
• Experiments proactively, finds leverage others miss, and shares findings with the team.

How you work

• Own problems end-to-end — figure out the path and ship the outcome, even under ambiguity or imperfect information.
• Obsessed with impact, not activity. Closing a ticket isn't the same as solving the problem.
• Give and receive direct feedback. Say the hard thing, commit, and move forward.
• Energized by change and ambiguity — keep moving forward when things shift fast, and bring a can-do attitude into hard incidents and tough customer moments.
• Think about the business and the team — connect support outcomes to customer trust and revenue across Velora's portfolio; invest genuinely in making the people around you better.

Demonstrated Impact

• Track record of driving personal and team KPIs (first-response time, time to resolution, reopen rate, deflection wins) and using them to drive continuous improvement.
• Demonstrated ability to improve workflows, tooling, and team processes — not just follow them.

Why work with us?

If you need more convincing, here's the rest of it:

• Salary – $80,000 - $90,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
• Paid Time Off
  • Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
• Work remotely – We're a remote-first company — live and work wherever you're happiest. We also provide a monthly stipend for co-working (in case you want to get out of the house)
• Training – We'll support you when you want to learn new skills or pay for conference or course tickets.
• Health Coverage & Retirement – Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

If you have any questions or require accommodations in the interview process, please reach out to View email address on click.appcast.io.

Velora's Commitment to Equal-Employment, Diversity, Inclusion, and Equity

We know with diversity comes strength. Aplos, Raisely and Keela provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.