Senior Technical Support Engineer – T3

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 CA$100k - CA$120k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rewind

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📦 Logistics

☁️ SaaS

Consulting • Logistics • SaaS

Rewind is a SaaS company that provides automated backup and recovery solutions for cloud and SaaS applications. It protects business-critical data across ecommerce platforms (Shopify, BigCommerce), developer tools (GitHub, Bitbucket, Azure DevOps), productivity and collaboration apps (Jira, Confluence, Trello, Miro, monday. com), and accounting/marketing systems (QuickBooks Online, Klaviyo, Mailchimp). Rewind offers daily incremental backups, granular self-serve restores, cloud sync options, and enterprise-grade compliance and security (SOC 2 Type II, ISO 27001, GDPR, HIPAA) to help organizations maintain business continuity, meet audit requirements, and recover quickly from data loss or corruption.

📋 Description

• Serve as the highest-tier support engineer and final escalation point • Own complex technical escalations from T1 and T2 teams • Investigate and reproduce customer-reported bugs, data inconsistencies, and integration failures across supported platforms • Read and write code for debugging, scripting, hypothesis testing, and fix validation • Collaborate directly with Engineering to articulate bugs, provide reproducible test cases, and track fixes to resolution • Resolve customer-environment issues involving API integrations, OAuth configurations, webhook failures, and platform permissions • Handle data restoration requests and complex recovery scenarios • Own enterprise customer onboarding when required, including installation, deployment, and education • Build and maintain the internal knowledge base for complex issue patterns • Participate in on-call rotations for P1 incidents affecting enterprise customers • Identify recurring escalation patterns and surface product improvement opportunities to Engineering and Product

🎯 Requirements

• 5+ years of experience in a technical support, solutions engineering, or software development role • Computer Science degree or equivalent practical experience • Proficiency in at least one scripting or programming language, such as Python, Ruby, or JavaScript • Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns • Experience with cloud platforms and SaaS ecosystems, including Atlassian, GitHub, or Shopify • Experience with AWS CloudWatch, OpenSearch/Kibana, and SQS/SNS • Ability to read logs, inspect API responses, and debug at network and application layers • Exceptional written and verbal communication skills • Ability to work independently in ambiguous, high-stakes situations with limited documentation • Experience with backup, recovery, or data resilience products • Familiarity with Jira, Confluence, or Atlassian platform administration • Experience with PostgreSQL and DynamoDB • Prior experience in a SaaS company at a similar scale • Experience working with enterprise customers and complex account relationships • Availability to participate in an on-call rotation, including weekends and holidays

🏖️ Benefits

• Flexible work hours • Employee stock options • Health benefits • 3 weeks vacation • 7 life leave days • 2 Level Up days for professional development • 1 volunteer day • Summer Fridays and office closed during the holiday break in December • Paid parental leave • $2000/year wellness/home office allowance • $5000/year professional development allowance • Inclusive, supportive work environment • Opportunities to experiment, think critically, and grow