Support Engineer

Role overview A fully remote Support Engineer position is open to candidates based in the United States or Canada. The role sits at the intersection of technical support and platform operations for a SaaS suite serving equipment dealerships across outdoor power, agriculture, powersports, marine, RV, and golf car industries. The engineer will triage and resolve complex tickets spanning data, integrations, and configuration issues while contributing to AI-assisted support workflows and internal documentation.

Responsibilities - Triage, investigate, and resolve support tickets covering CRM behavior, data discrepancies, integration failures, and configuration issues - Use SQL, application logs, APIs, and monitoring tools to identify root causes and validate fixes - Troubleshoot integrations with third-party dealer management systems, including sync failures, data mapping problems, and configuration drift - Communicate proactively with customers and internal teams, providing clear status updates, timelines, and resolution notes - Manage escalations, document findings, and collaborate closely with development, product, and customer success teams - Help build AI-assisted workflows for ticket classification, diagnostic suggestions, customer communication, and repeatable configuration fixes - Create and maintain knowledge base articles, runbooks, and process documentation for recurring support scenarios

Requirements - 3–5 years of experience in technical support, application support, platform operations, or a hybrid support and development role - Strong SQL skills with the ability to investigate data issues, trace sync problems, and validate record-level changes - Experience reviewing application logs or working with monitoring tools such as Azure Application Insights or comparable platforms - Comfort troubleshooting APIs, integrations, request and response flows, and cross-system handoffs - Ability to read code in C# or a similar language well enough to reason about application behavior during root cause analysis - Strong written communication skills with the ability to explain technical issues to both technical and non-technical audiences - A process-improvement mindset with interest in automation, AI tooling, and building better support workflows

Nice to have - Familiarity with dealership management systems, SaaS platforms, or equipment dealer operations - Experience with Azure DevOps, TeamSupport, Salesforce Service Cloud, Postman, Swagger/OpenAPI, or Playwright - Exposure to communication APIs such as Twilio - Hands-on experience with AI tools, LLM APIs, or workflow automation - Background in DevOps, platform reliability, or incident management

Benefits and work setup - Fully remote position open to candidates in the United States or Canada, full-time with exempt status for US hires - Estimated base salary range of USD $115,200 – $140,800 per year, posted in accordance with applicable pay transparency laws - Benefits package including medical, dental, vision, basic life insurance, short- and long-term disability, and 401(k) participation with company match - Minimum of 10 vacation days for new employees, sick time per state requirements, 8 company-paid holidays, and 2 personal holidays per year - Equal opportunity employer committed to diversity and inclusion, with reasonable accommodations available for applicants with disabilities