Compensation: $80,000 - $95,000
Location: After 90 days, this role is required to be in-office in Kelowna full-timeAbout the RoleWe're hiring a
Technical Implementation Specialist to own the technical side of every Apex customer's experience. Each customer runs on their own dedicated instance, connected to the tools their business already uses, and you're responsible for getting that instance configured correctly, keeping integrations working, and fixing issues when they break (then explaining what happened in plain language).
This is a hands-on
customer-facing technical support role at the centre of our customer success team. You'll manage the support queue, maintain fleet health across customer instances, troubleshoot SaaS integrations, and build the custom integrations that power activation. You'll shield engineering from day-to-day fire drills, deepen product expertise faster than anyone else on the floor, and be the person customers trust when something technical goes wrong.
What You'll Do- Configure and prepare customer instances: connect the customer's tools and channels, and verify everything works before they ever notice it didn't.
- Build custom integrations when a customer's stack demands it, using Composio, MCP, APIs, and webhooks, and work with engineering on anything that needs platform changes.
- Own the support queue: triage everything that comes in, fix what you can fix, and escalate what you can't with enough detail that an engineer can act without asking three follow-up questions.
- Own fleet health: act on our monitoring reports, restart what needs restarting, retire what's dead, and chase down what's genuinely broken.
- Fix connection problems: most customer issues are integration issues, an expired OAuth token, a dropped connection, a lapsed third-party subscription. You diagnose them and walk the customer through the fix in plain language.
- Be the technical voice in each customer's Slack channel. Fast, warm, and clear beats technically perfect and slow.
- Write down what you learn: when you fix the same thing twice, it becomes a documented fix. When you fix it three times, you make the case to engineering for a real solution.
- Build reusable assets: integration guides, configuration templates, and internal runbooks that make every future setup faster.
What Good Looks Like- 30 days: the support queue is current, not growing. You know every customer by name and instance, and you can explain every open issue in the fleet.
- 60 days: first response time is under an hour during working hours, engineering has stopped getting pulled into support, and the ten most common issues are documented with fixes.
- 90 days: you're catching problems from monitoring before customers notice them, and you're the person who knows which recurring issues deserve engineering time.
Who You Are- You have 3+ years in a customer-facing software engineering role: support engineering, implementation, technical support, or integration engineering.
- You can code well enough to be dangerous: comfortable with APIs, webhooks, OAuth, and scripting (we work in TypeScript/Node), able to build or debug an integration without waiting on engineering.
- You can read a log file, restart a container, and figure out what a system is doing from its symptoms.
- You're a plain-language communicator: you can explain what went wrong and what you did about it to someone who doesn't want to know how it works.
- You're organized under parallel load: several open issues and implementations at once, and nothing sits unanswered.
- You're comfortable saying "I don't know yet, here's what I'm checking," and allergic to letting something sit.
- You genuinely like the customer side of technical work: keeping a system running for real people is the craft, not a stepping stone to something else.
Nice to Have- Super-user fluency with agent platforms like Hermes or OpenClaw: you've built and configured your own agents, wired up their channels and tools, and know what a well-run agent looks like.
- Experience with MCP, Composio, or other integration and interoperability tooling.
- Experience running Docker workloads or working in AWS.
- Prior startup experience, especially as an early technical hire.
You'll UseApex itself, Slack, Linear, Composio, Docker, AWS, TypeScript / Node.js, REST APIs, MCP
