Senior Technical Support Engineer

Velora

7h • Remote

About The Position

Velora is looking for a Senior Technical Support Engineer to take on complex, high-stakes problem solving across Aplos, Raisely, and Keela. As a Senior TSE, you'll fix bugs, build internal tools for your team and customer facing teams. Additionally, you’ll lead escalations, run incident response, and serve as the technical bridge between Customer Support Teams, Engineering, and Product. Velora is building an AI-native support team where AI agents and tools are embedded in how they triage, diagnose, and improve. You'll work within Velora's product suite, diagnosing issues at depth, using AI tooling that accelerates team output, and turning recurring customer pain into product improvements. You'll mentor other TSEs, define team standards, and set the bar for what great technical support looks like at this scale. This role is for someone who goes beyond the ticket, thinks in systems, and wants to have real influence on how a multi-product support organization operates.

Requirements

• 5–7 years supporting SaaS products with a proven track record of leading complex escalations and owning high-priority accounts.
• Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience.
• Can read code diffs across multiple languages and narrow likely failure points; comfortable collaborating with engineers to validate hypotheses.
• Expert with SQL — filters, joins, aggregations, subqueries — and confident using production-safe replicas to validate data integrity.
• Proficient with session replay tools (e.g., LogRocket, FullStory), logging/metrics platforms (e.g., Sumo Logic, Splunk, Sentry), and API clients (e.g., Postman).
• Uses Git to review release notes and PRs; contributes doc and runbook improvements via pull requests.
• Builds lightweight tools or scripts to reproduce issues, parse logs, and generate diagnostics for faster resolution.
• Confident coordinating multi-team incident response; defines clear roles, drives to outcomes, and maintains customer trust under pressure.
• 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.
• Think about the business and the team — connect support outcomes to customer trust and revenue; invest genuinely in making the people around you better.
• Proven improvement in key metrics for your domain: lower TTR, fewer reopens, increased deflection.
• Demonstrated ability to design and improve workflows, tooling, and team processes — not just follow them.

Nice To Haves

• 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.
• Experiments proactively, finds leverage others miss, and shares findings with the team; challenges AI output with rigor — knows when to trust it and when to dig deeper.
• Proficient in implementing and validating agentic AI workflows — including testing outputs, identifying failure modes, and defining guardrails for team-wide adoption.

Responsibilities

• Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems, define corrective actions, and track them to closure.
• Act as technical owner for a product area with defined SLAs, proactive health checks, and executive-ready status updates.
• Lead technical communications during incidents; set expectations and provide timely, clear updates until resolution.
• 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. Pilot and build tooling that speeds root cause isolation and roll the best of it out org wide.
• Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions early and propose preventive fixes, using Cursor to accelerate the querying, scripting, and synthesis behind them.
• Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated after every major incident or recurring issue. Set a high bar for documentation clarity and structure as a team standard.
• Establish case handoff standards to Engineering including required logs, timelines, and impact assessments.
• Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes and improvements.
• Partner with Product to close the loop with customers and feed recurring issues into monitoring, telemetry, or quality gates.
• Build AI agents and internal tooling for team-wide adoption; define responsible use guardrails and share findings across the TSE team.
• Mentor other TSEs on advanced debugging, API use, SQL validation, and case narrative quality; run enablement sessions.

Benefits

• Salary – $105,000 - $110,000. 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior