Aplos Software-posted 8 months ago
$86,000 - $95,000/Yr
Full-time • Mid Level
Remote • Fresno, CA
Publishing Industries

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We're a remote team, spread across North America (with peers all over the world). Aplos is the largest nonprofit & church management software on the market. We've served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more. We're seeking new team members to join our ever growing team and play a key role in growing our product for Aplos, as well as our sister products, Raisely and Keela.

  • Handle escalations and resolve high-complexity issues.
  • Work closely with engineering, product and customer support teams to triage and escalate bugs effectively.
  • Suggest knowledge base improvements when patterns are identified in customer issues.
  • Advocate for customer needs by submitting feature requests for product improvements.
  • Assume the role of Incident coordinator following incident management policy.
  • Contribute to meeting team goals.
  • Create and maintain troubleshooting, training and process documentation.
  • Use tools such as data warehouse, log management system and frontend analytics platforms to create the monitoring that will identify and report on trends.
  • Review and approve troubleshooting and process documentation.
  • Provide mentorship for junior team members.
  • Facilitate external documentation reviews.
  • 3+ years of experience in a technical support role in a SaaS environment (or related).
  • Excellent problem-solving skills.
  • Excellent time-management skills.
  • Excellent customer service abilities.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Proficient in diagnosing and resolving technical issues across multiple platforms.
  • Advanced troubleshooting skills for a broad range of technical problems.
  • Proficient in using databases, REST APIs, or cloud environments.
  • Proficient in using log management systems (e.g., Splunk, Sumo Logic, ELK, Sentry).
  • Proficient in using ticket tracking systems (e.g., Zendesk, Jira, Linear).
  • Proficient with using user behavior insights systems: LogRocket, FullyStory.
  • Proficient with SQL queries (Filtering, sorting, joining, aggregations, subqueries).
  • Ability to lead technical discussions with customers or internal teams.
  • Ability to work with multiple projects simultaneously.
  • Familiarity with reviewing code in various languages (e.g., TypeScript, Node.js, React, Vue.js, Python).
  • Familiarity in creating scripts or tools to enhance troubleshooting and efficiency, create tools or automate tasks.
  • Familiarity with version control systems (e.g., git, subversion, mercurial).
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred, but not required.
  • Salary: $86000 - $95000 CAD.
  • Remote work & leave - We're a remote-first company with generous PTO plans (4 weeks of vacation, volunteer time off, plus an office closure from Christmas to New Year's Day!) and support paid parental leave (12 weeks).
  • Health Coverage & RRSP - We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on RRSP.
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