Job DescriptionSenior Support Engineer to join our team full-time in Canada.
About the role: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
What's in it for you?- Strong community: Work alongside top professionals in a friendly, open-door environment
- Growth focus: Take on large-scale projects with a global impact and expand your expertise
- Tailored learning: Boost your skills with internal events (meetups, conferences, workshops), Udemy access, language courses, and company-paid certifications
- Endless opportunities: Explore diverse domains through internal mobility, finding the best fit to gain hands-on experience with cutting-edge technologies
- Care: Healthcare, Basic Life Insurance, Short and Long-term disability insurance according to the Company's Benefit Plans
Interested already? We would love to get to know you! Submit your application. We can't wait to see you at Ciklum.
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