Architecte TI dirigeant la modernisation des systèmes patrimoniaux de la Ville de Montréal. Conception, intégration et déploiement de solutions cloud et sur mesure.
About the role
- Customer Solutions Engineer providing technical support for enterprise customers using Agility CMS. Collaborating with Product and Engineering to resolve complex issues and enhance the platform.
Responsibilities
- Customer-facing engineering
- Investigate, debug, and resolve complex front-end and back-end issues in customer production environments using Agility CMS.
- Act as the engineering escalation point for Customer Support, including source-level debugging and deep technical investigation.
- Partner directly with customers during live sessions to diagnose issues, explain root causes, and recommend robust solutions or workarounds.
- Collaborate closely with Product and Engineering to surface patterns, document bugs, and influence prioritization based on real-world usage.
- Translate customer issues into clear, actionable Jira tickets with technical context and reproduction steps.
- Participate in incident reviews and root-cause analysis to help prevent recurring customer-impacting issues.
- Improve internal tools, workflows, and documentation to reduce friction and increase the effectiveness of customer support at scale.
- Contribute to technical support content, knowledge base articles, and customer education resources.
- Serve as a subject-matter expert on the Agility platform, APIs, SDKs, integrations, and hosting environments.
Requirements
- 3–5+ years experience as a Full Stack Developer in a SaaS or customer-facing development role.
- Proficiency in .NET (C#), React/Next.js, TypeScript/JavaScript, and working with RESTful APIs.
- Familiarity with other development frameworks and languages an asset (Astro, PHP, Python, etc)
- Experience supporting production web applications, preferably headless CMS or content platforms.
- Comfortable working in the open with customers—excellent communication skills and a service mindset.
- Ability to jump into unfamiliar codebases and debug complex issues independently.
- Familiarity with Git, CI/CD, logging tools (e.g., Azure Application Insights, Sentry, DataDog), and cloud hosting (e.g., Azure, AWS, Vercel, Netlify).
- Strong problem-solving skills with a bias toward action and collaboration.
- Excellent written and verbal skills
- Experience in a remote or hybrid work environment.
- Previous experience in support or solutions engineering is a strong plus.
Benefits
- Full medical and dental benefits
- 100% remote
- Dedication to your growth.
- Educational allowance for your courses and training.
- Focus on culture.
- Annual Company Retreat!
- Swag!
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