Senior Technical Support Engineer

About Aplos:

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. Were a remote team spread across North America (with peers all over the world).

Aplos is the largest nonprofit & church management software on the market. Weve served over 40000 organizations since our inception in 2009. Our allinclusive platform provides a dynamic CRM fundraising & giving tools online donations & payment processing builtin fund accounting system integrated payroll email marketing website builder and much more.

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. Were a remote team spread across North America (with peers all over the world).

Were 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.

About the role:

Were looking for an experienced Senior Technical Support Engineer to provide advanced technical support and resolve customer issues in a timely and efficient manner. This role will involve troubleshooting and resolving complex technical problems as well as providing information and guidance to customers and staff on the proper use of our products.

You are tech savvy you understand all of this technology but you also have a knack for simplifying the complexities of the platform to stakeholders and internal teams. You will be working closely with our Engineering and Customer Care teams.

This is a fulltime permanent role.

Location: Remote (Vancouver BC)

What will you be doing

• Handle escalations and resolve highcomplexity issues.
• Collaborate with engineering product and customer support teams to triage and escalate bugs effectively.
• Suggest knowledge base improvements when patterns are identified in customer issues
• Assume the role of Incident coordinator following incident management policy
• Lead continuous improvement by conducting postmortems with the Engineering team and other stakeholders following production incidents.
• Define best practices for team processes and tools.
• Serve as a bridge between support and engineering to ensure knowledge sharing.
• Own the technical support process for highpriority accounts or products.
• Write good and clear documentation to express solutions processes and systems.
• Design and improve workflows and tools.
• Use tools such as: data warehouse log management system and frontend analytics platforms to create the monitoring that will identify and report on trends
• Contribute to defining team goals
• Create and maintain troubleshooting training and process documentation
• Review and approve troubleshooting and process documentation
• Provide mentorship for junior team members.
• Facilitate external documentation reviews

Why work with us

• Salary: $100000 $110000 CAD. Your base salary compensation will be determined based on factors such as skills education and experience.
• Remote work & leave Were a remotefirst company. We also have generous PTO plans 4 weeks of vacation volunteer time off plus an office closure from Christmas to New Years 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.

What were looking for:

• 5 years of experience in a technical support role in a SaaS environment (or related)
• Excellent problemsolving skills
• Excellent timemanagement skills
• Excellent customer service abilities
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong leadership skills.
• 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
• Expertise 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 React Python)
• Proficient in creating scripts or tools to enhance troubleshooting and efficiency create tools or automate tasks
• Proficient with version control systems subversion mercurial)
• Effectively balances business needs with potential solutions.
• Bachelors degree in Computer Science Information Technology Engineering or a related field is preferred but not required

How to apply:

Youve got this far! We really want to hear from you. To apply please see our careers page at We are accepting applications on a rolling basis until we find the right person.

If you have any questions or require accommodations in the interview process please reach out to

Aploss Commitment to EqualEmployment Diversity Inclusion and Equity

We know with diversity comes strength. Aplos provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.