Senior Support Engineer troubleshooting AGFA healthcare IT solutions and cloud environments. Improving monitoring, preventing incidents, and supporting global customers through complex technical escalations.
About the role
- 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.
Responsibilities
- Respond to customers via email, ticketing systems, and occasional video calls
- Triage and prioritize incoming issues while meeting SLA targets and using AI tools to resolve issues faster
- Troubleshoot complex issues across APIs, connectors, data pipelines, and SaaS integrations
- Partner with Engineering to identify root causes and drive fixes
- Document and reproduce customer-reported bugs
- Support embedded platform customers through onboarding and troubleshooting, including OAuth flows, widget tokens, scoped API tokens, and connector configuration
- Help customers build and debug integrations using Airbyte and third-party APIs
- Test and validate API endpoints and review request/response payloads
- Support the Embedded API and Airbyte MCP, including source creation, connector template management, and widget token authentication
- Support customers using the Airbyte Connector SDK, YAML connector definitions, OpenAPI specs, and cassette-based testing workflows
- Stay current on APIs, connector releases, and platform updates
- Represent the customer voice to Engineering and Product and advocate for feature requests
- Partner with Engineering on platform feedback, connector gaps, and SDK usability issues
- Partner with Sales and Customer Success on technical conversations, onboarding, and expansion efforts
- Create and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation
- Document research and troubleshooting processes
- Identify AI-driven automation and process improvements
- Lead initiatives addressing organizational or support gaps and own unique projects
Requirements
- 3+ years in technical support, data engineering, DevOps, QA, or a similar role supporting developers or technical users
- Hands-on experience with RESTful APIs and GraphQL, including OAuth, pagination, webhooks, rate limiting, and error handling
- Proficiency with API testing tools like Postman or cURL
- Understanding of cloud platforms (AWS, GCP, or Azure) and data integration concepts including ELT/ETL workflows
- Strong troubleshooting instincts and clear communication with both technical and non-technical stakeholders
- Growth mindset and high tolerance for ambiguity
- Demonstrated use of AI tools to speed up troubleshooting or automate a workflow, such as agents, MCP, or prompt and context engineering
- Natural self-starter
- Familiarity with Python, Java, or Kotlin; CI/CD pipelines; and GitHub
- Experience with Kubernetes or Docker and multi-tenant architectures
- Background supporting developer-facing or embedded/platform products in a B2B SaaS context
- Familiarity with OpenAPI specs, YAML configuration, and Jinja expressions
- Experience with SQL and databases, including CDC setups
- Ability to work remotely from Canada, 8am–5pm Eastern Time
Benefits
- Flexible PTO with a culture that encourages at least 25 days off annually
- Public holidays in line with provincial employment standards
- Comprehensive health coverage – extended health benefits on top of provincial public healthcare
- Virtual healthcare – access to doctors and other care providers online
- Retirement savings – a group retirement savings plan
- Canada/Québec Pension Plan, Employment Insurance and workers' compensation coverage
- Professional development budget
- Conference sponsorship
- Book reimbursement
- Generous equity package
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