Application Support Analyst managing incidents and service requests for group savings and retirement systems. Collaborating with IT experts to optimize support practices and enhance operational continuity.
About the role
- Technical Support Engineer II responsible for debugging technical issues and managing escalations across Velora's unified software tools. Collaborating with engineering and product teams to improve user experience.
Responsibilities
- Own high-complexity escalations end-to-end — debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined.
- Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering.
- Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution.
- Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team.
- Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation.
- Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early — using Cursor to accelerate the querying, scripting, and synthesis behind them.
- Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned.
- Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments.
- Act as a bridge between TSE, Engineering, and Product — translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria.
- Facilitate technical discussions with internal teams on complex, multi-system issues.
Requirements
- 3–5 years supporting SaaS products with proven ownership of complex escalations.
- Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience.
- Proficient with SQL — filters, sorting, joins, aggregations, and subqueries — against production or warehouse data.
- Proficient using REST APIs to reproduce issues, validate server responses, and create minimal test cases.
- Proficient with session replay tools (e.g., LogRocket, FullStory) to reconstruct flows and isolate UX vs. product vs. data issues.
- Familiarity with version control systems (e.g., git); comfortable navigating repos and reading diffs.
- Advanced troubleshooting across client, network, API, and data layers using logs, traces, and evidence-based reasoning.
- Comfortable with basic scripting to parse logs, automate repros, or generate diagnostics.
Benefits
- 💵 Salary – $80,000 - $90,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
- 🏝️ Paid Time Off
- Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
- 🌴 Work remotely – We're a remote-first company — live and work wherever you're happiest. We also provide a monthly stipend for co-working (in case you want to get out of the house 😉)
- 🤷 Training – We'll support you when you want to learn new skills or pay for conference or course tickets.
- ❤️ Health Coverage & Retirement – Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.
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