Technical Support Engineer troubleshooting APIs, connectors, and data integrations for Airbyte, an AI - agent data platform. Supporting customers and shaping product improvements remotely in Canada.
About the role
- Senior Support Engineer troubleshooting AGFA healthcare IT solutions and cloud environments. Improving monitoring, preventing incidents, and supporting global customers through complex technical escalations.
Responsibilities
- Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions
- Take end-to-end ownership of technical issues and drive them toward resolution
- Analyze logs, metrics, diagnostics, and system behavior to identify root causes
- Coordinate technical activities across teams during critical customer situations
- Communicate findings, recommendations, and resolution plans to customers and internal stakeholders
- Build and maintain deep expertise in products, technologies, and solution architectures
- Provide advanced technical guidance to support teams around the world
- Troubleshoot enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments
- Collaborate with R&D and specialists on challenging technical issues and escalations
- Identify recurring issues, technical trends, and systemic problems
- Contribute to root cause analysis, corrective actions, monitoring, and observability improvements
- Create technical documentation and reusable knowledge
- Improve product quality, support processes, automation, and operational efficiency
- Share knowledge and mentor colleagues across the global support organization
- Contribute to operational readiness for releases, upgrades, and customer deployments
- Represent customer needs when collaborating with Product Management, R&D, Quality, and other stakeholders
- Explore automation and AI-assisted diagnostics to improve customer outcomes
Requirements
- 3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or a comparable technical role
- Strong troubleshooting and analytical skills, ideally gained in business-critical or mission-critical environments
- Understanding of enterprise application architectures, networking, operating systems, databases, and system integrations
- Hands-on Kubernetes experience, including supporting and troubleshooting containerized applications and environments
- Hands-on AWS experience, including practical knowledge of cloud infrastructure, networking, monitoring, and operations
- Experience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems
- Experience working directly with customers and managing technical escalations
- Familiarity with ITSM and ITIL-based support processes
- Fluent written and spoken English
- Additional languages are an advantage
- Degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred
- Equivalent professional experience will also be considered
- Flexibility to participate in follow-the-sun support, on-call rotations, weekend coverage, and occasional after-hours support
Benefits
- Flexibility in working hours
- On-call rotations
- Weekend coverage
- Occasional after-hours support
- Global/follow-the-sun support model
- Opportunities for continuous learning and improvement
- Knowledge sharing and mentoring opportunities
- Opportunity to work with Kubernetes, cloud technologies, preventative monitoring solutions, automation, and AI-assisted diagnostics
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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