About the role

Senior Technical Support Engineer solving high-stakes problems across Aplos, Raisely, and Keela. Leading escalations and serving as the bridge between support and engineering teams at Velora.

Responsibilities

Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems and define corrective actions
Act as technical owner for a product area with defined SLAs and proactive health checks
Lead technical communications during incidents; set expectations and provide timely updates until resolution
Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster
Build dashboards and saved searches across logs, product analytics and tickets to detect regressions early
Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated
Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes

5–7 years supporting SaaS products with a proven track record of leading complex escalations and owning high-priority accounts
Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience
Can read code diffs across multiple languages and narrow likely failure points; comfortable collaborating with engineers
Expert with SQL — filters, joins, aggregations, subqueries — and confident using production-safe replicas to validate data integrity
Proficient with session replay tools (e.g., LogRocket, FullStory), logging/metrics platforms (e.g., Sumo Logic, Splunk, Sentry), and API clients (e.g., Postman)
Uses Git to review release notes and PRs; contributes doc and runbook improvements via pull requests
Builds lightweight tools or scripts to reproduce issues, parse logs, and generate diagnostics for faster resolution
Confident coordinating multi-team incident response; defines clear roles and maintains customer trust under pressure

Salary – $105,000 - $110,000
Paid Time Off – 4 weeks paid leave plus 11 public holidays and extra 2-week company holiday
Health Coverage & Retirement – robust medical, dental, vision, disability and life insurance with 4% match on Retirement
Training – support for learning new skills or course tickets