Senior Support Engineer - 100% Remote - Canada

Role: Senior Support Engineer Location: 100% remote - Canada Working hours - Align to Eastern or Central (might be able to push to Mountain or Pacific if required) Contract role Job description: As a Senior Support Engineer, become a part of a cross-functional development team, engineering experiences of tomorrow. Responsibilities: Production Support & Reliability Proven experience supporting live production environments with structured, SLA-driven case management processes Work on cases created by Client Services Agents through the official ticketing system, ensuring each case is acknowledged, investigated, and responded to in a timely manner Ability to prioritize incidents based on business impact and urgency to ensure minimal disruption to operations Perform detailed root cause analysis and document technical findings clearly within the case management system Coordinate with engineering and product teams to ensure proper resolution and follow-up of escalated issues Collaboration & Communication Experience working closely with Client Services Agents to understand and resolve customer-reported issues Recognized as a key point of contact between support, engineering, and product teams Strong communication skills to translate technical findings into clear updates for stakeholders Ability to support cross-functional collaboration and knowledge sharing Operational Reporting & Continuous Improvement Experience generating and analyzing monthly operational reports, including login statistics, case volumes, and case categorization trends Ability to use operational data insights to support data-driven decision-making and service improvements Commitment to continuous learning and upskilling in tools and platforms to enhance system observability and workflow efficiency System Analysis & Investigation Strong ability to analyze complex system behaviors and identify root causes of production incidents Experience validating financial transactions and identifying data discrepancies across systems Ability to interpret system logs, error traces, and integration flows to diagnose issues accurately Strong analytical skills to identify trends in case volumes, login metrics, and operational performance Requirements: 3-5+ years of experience in application or production support within financial services or enterprise environments Strong experience in log analysis, system monitoring, and troubleshooting production issues Proficient in writing and executing complex data queries for transaction validation and issue investigation Hands-on experience with monitoring and service management tools such as Datadog and Freshservice Working knowledge of Microsoft Azure environments, including reviewing application components, supporting development escalations, and assisting in issue analysis and documentation Desirable: Exposure to financial systems or digital onboarding platforms Basic scripting knowledge for automation and operational efficiency improvements Experience working in Agile or structured service management environments