Dedicated Support Engineer - Toronto
Core
Senior Support Engineer for Premium customers, resolving complex technical issues, ensuring system reliability, and driving product improvements through deep troubleshooting and automation.
Role type
Senior IC Support Engineer (AI Infrastructure & APIs)
Builds
Scalable support workflows, automation, monitoring, and preventative improvements for customer workloads
Domain
Artificial Intelligence, Cloud Infrastructure, Distributed Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Expert troubleshooting of complex production issues, systems-level investigation, root cause analysis, incident management, cross-functional coordination, technical documentation, scripting/automation, stakeholder communication
Preferred skills
Experience with Python or JavaScript, knowledge of API integrations and authentication flows, familiarity with logs/metrics/traces, ability to translate customer pain into product feedback
Technologies
Python, JavaScript, Logs, Metrics, Traces, APIs, Authentication flows
Responsibilities
Troubleshoot complex technical issues (API failures, integration challenges, production incidents) for Premium customers; Analyze logs and system behavior to isolate failure domains and drive resolution; Own customer-specific response to high-impact incidents including severity assessment and coordination; Develop account-specific runbooks and monitoring strategies to improve workload resilience; Translate recurring customer pain into evidence-backed feedback for Product and Engineering; Lead or contribute to incident reviews and postmortems; Represent Support Engineering in customer meetings and QBRs
Seniority
Senior, hands-on IC