Shape the standards, architecture, and automation that power enterprise digital support.
THE OPPORTUNITYDigital support platforms sit at the intersection of client experience, operational efficiency, and scalable automation. As Digital Support Engineer, you will own the technical direction, governance, and continuous evolution of Element's enterprise digital support platform and automation capabilities.
You will define enterprise workflow standards and automation frameworks, establish long-term platform direction, and serve as a technical authority for digital support architecture. Working across Operations, Commercial, Product, Technology, Client Experience, and other business functions, you will translate business requirements into scalable technical solutions and help guide complex architecture and workflow decisions.
This is an individual contributor role with significant enterprise influence. You will lead cross-functional digital support initiatives, evaluate emerging technologies and AI capabilities, and help strengthen the standards, controls, and technical practices that support consistent, maintainable, and scalable digital support solutions.
WHAT YOU WILL OWN- Own the enterprise digital support platform strategy, governance, and technical roadmap, including the long-term evolution of workflow automation capabilities, platform enhancements, and technical direction.
- Establish and govern enterprise workflow standards and automation frameworks, including architecture principles, workflow design standards, automation methodologies, documentation, testing requirements, and quality controls.
- Serve as a technical authority for digital support architecture by reviewing solution designs, establishing technical standards, resolving complex architecture decisions, and aligning platform capabilities with enterprise technology principles and operational objectives.
- Lead enterprise digital support initiatives spanning multiple business units and technology teams, including requirements gathering, business process analysis, workflow design, solution optimization, and implementation activities.
- Drive platform innovation and continuous improvement by evaluating emerging technologies, AI capabilities, vendor enhancements, and automation opportunities, and by recommending technology improvements that strengthen enterprise digital support capabilities.
- Develop platform governance, performance measurement, and technical documentation, including key performance indicators (KPIs), governance reporting, architecture documentation, operational standards, and best practices.
YOU SHOULD CONSIDER THIS ROLE IF:You bring strong technical judgement, systems thinking, and experience turning enterprise business needs into scalable workflow automation and digital support solutions.
- You have a bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, Business Technology, or a related discipline, or an equivalent combination of education and relevant experience.
- You have demonstrated experience designing, implementing, governing, and optimizing enterprise workflow automation or digital support platforms.
- You have experience translating business strategies and operational requirements into scalable technical solutions and automation frameworks.
- You have demonstrated the ability to lead complex cross-functional technical initiatives involving multiple stakeholders.
- You bring strong analytical, problem-solving, systems-thinking, and technical troubleshooting skills.
- You communicate clearly with both technical and business stakeholders and can influence decisions without formal authority.
- You can balance competing priorities while independently managing multiple initiatives.
Preferred experience includes 5-7 years of progressively responsible experience supporting enterprise digital platforms, workflow automation, client engagement technologies, or conversational AI solutions; advanced experience with Fin/Intercom or comparable enterprise customer engagement platforms; defining automation standards, governance frameworks, and technical best practices; working with REST APIs, integrations, webhooks, middleware, or related technologies; evaluating emerging technologies and recommending enterprise technology improvements; and leading digital transformation or enterprise automation initiatives. Preferred certifications may include Intercom, cloud platform certifications, AI or automation platform certifications, Agile, or other relevant technical credentials.
YOU SHOULD BE ABLE TO TELL US- How you have designed, governed, or evolved an enterprise workflow automation or digital support platform, including the standards or architecture decisions you established.
- About a complex cross-functional technical initiative you led, including how you translated business requirements into a scalable solution and aligned multiple stakeholders.
- How you have created automation standards, governance frameworks, testing requirements, or technical best practices that improved consistency, maintainability, or scalability.
- About a complex architecture or platform decision you resolved, including the competing business and technical considerations you balanced.
- How you have evaluated an emerging technology, AI capability, vendor enhancement, or automation opportunity and turned that evaluation into a practical recommendation or improvement.
- How you have used platform performance measures, governance reporting, or technical documentation to support platform maturity and ongoing optimization.
LOCATION AND WORKING ARRANGEMENT- Location: Canada
- Working arrangement: Remote
COMPENSATIONThe hiring base salary range for this position is $99,200-$136,000 annually. This range represents the Company's good-faith estimate of the expected base salary at the time of posting. Salary ranges may vary based on the geographic location where the work is performed. The salary range listed in this posting applies only to the location identified. Actual compensation will be determined based on several factors, including the successful candidate's qualifications, knowledge, skills, experience, internal pay equity, and relevant market data. In addition to base salary, eligible employees may participate in annual incentive programs, including bonuses, commissions, or other incentive compensation, as applicable to the role. Element also offers a comprehensive benefits package, which may include health insurance, tuition reimbursement, and retirement savings plans.
What's in it for You• A culture of innovation, empowerment, decision-making, and accountability
• Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness (for qualified roles)
• Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays) (for qualified roles)
Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.
