[Hiring] Integrations Support Engineer @PSD

Role Description

The Integrations Support Engineer is a technical resource responsible for helping customers successfully implement and integrate our platform with third-party systems, applications, and APIs. This role combines technical troubleshooting, application and integration expertise, data analysis, software development, and customer-facing support.

The Integrations Support Engineer investigates and resolves application, configuration, integration, data, and software-related issues encountered during the implementation process. The role requires the ability to troubleshoot across the application and its supporting technologies, identify root causes, develop or implement appropriate technical solutions, and validate solutions through resolution.

This position works closely with Implementation, Sales, Customer Success, Engineering, and Product teams to resolve complex technical issues, coordinate escalations, and identify opportunities for product or process improvements. The role is expected to take ownership of technical issues from initial investigation through resolution, validation, and customer communication.

This is a Full Time Remote position, the successful candidate must live in Canada.

Responsibilities & Duties

• Customer Integration & Solution Design
  • Work directly with customers to understand their business goals, workflows, technical requirements, and integration challenges, and translate those needs into effective technical solutions.
  • Advise customers on integration approaches, APIs, authentication, data flows, configuration, and other technical requirements to support successful implementations.
  • Assist customers with integration setup, configuration, testing, troubleshooting, and validation.
  • Design scalable and reusable integration solutions that can be standardized, packaged, and leveraged across multiple customer implementations.
  • Partner with Implementation and Sales teams to identify recurring customer needs and develop repeatable solutions, integration patterns, templates, and best practices.
  • Work with Product and Engineering teams to identify opportunities to turn successful customer solutions into reusable product capabilities, features, templates, or integration patterns.
• Technical Support & Troubleshooting
  • Investigate and resolve complex application, integration, API, webhook, authentication, data synchronization, configuration, and system issues.
  • Diagnose technical issues using application logs, error messages, stack traces, API requests and responses, database records, monitoring tools, source code, and system behaviour.
  • Reproduce customer-reported issues in development or test environments to isolate problems and determine root causes.
  • Develop scripts, queries, utilities, and other technical solutions to investigate and resolve customer and production issues.
  • Maintain ownership of technical issues through investigation, resolution, validation, and customer communication.
  • Perform structured root-cause analysis for recurring and high-impact issues, identifying trends and opportunities for permanent resolution.
  • Escalate complex or critical issues to the appropriate teams with clear diagnostic information, reproduction steps, supporting evidence, and recommended next steps.
  • Validate fixes and monitor systems following implementation to confirm that issues have been effectively resolved.
• Software Development, Automation & Operational Support
  • Develop, maintain, and enhance internal tools, scripts, utilities, automation, and application components that support customer integrations and technical operations.
  • Write clean, maintainable, and well-tested code in accordance with established development standards.
  • Automate repetitive support and operational activities to improve efficiency, consistency, and resolution times.
  • Investigate and resolve software defects identified through customer support, production issues, and technical investigations.
  • Contribute to application monitoring, diagnostics, error handling, and other improvements that increase system reliability, observability, and supportability.
  • Make approved application, configuration, data, or system changes in accordance with established controls and procedures.
  • Participate in code reviews, testing, releases, deployments, and technical validation activities as required.
• Technical Analysis and Cross Functional Collaboration
  • Read and understand application source code to support technical investigations, troubleshooting, and defect resolution.
  • Provide Engineering, Product, QA, Infrastructure, and Operations teams with detailed technical analysis, diagnostic data, logs, reproduction steps, and other information required to resolve issues.
  • Collaborate across technical and customer-facing teams to address underlying application, integration, infrastructure, and operational issues.
  • Communicate customer feedback, recurring technical challenges, and integration requirements to Product and Engineering teams to inform product improvements and roadmap considerations.
  • Identify opportunities to improve support processes, integration patterns, tooling, monitoring, and operational efficiency.
  • Contribute to the development of repeatable technical solutions and standards that improve the scalability and consistency of customer implementations.
• Documentation & Knowledge Management
  • Create and maintain technical documentation, integration guides, troubleshooting procedures, knowledge-base articles, and operational documentation.
  • Document known issues, recurring problems, workarounds, root causes, and permanent resolutions.
  • Capture and share reusable integration patterns, technical solutions, and implementation practices across customer-facing and technical teams.
  • Share technical knowledge and troubleshooting practices with Support, Implementation, Engineering, QA, Product, and Operations teams.
  • Identify recurring issues and opportunities for preventative improvements that reduce future incidents and improve customer outcomes.

Qualifications

• 3-5 years of experience in software development, application support, technical support, or implementation.
• Post secondary education in computer science, software engineering, computer engineering, or related technical discipline.
• Strong debugging and problem-solving skills.
• Proficiency in at least one programming language such as C#, Java, JavaScript/TypeScript, Python, or similar.
• Working knowledge of SQL and relational databases.
• Experience troubleshooting APIs, integrations, and web applications.
• Familiarity with source control systems such as Git.
• Ability to read and interpret application logs, stack traces, and technical documentation.
• Understanding of software development lifecycle and testing practices.
• Experience supporting enterprise or customer-facing applications.
• Ability to work in a fast paced environment.
• Good verbal and written communication skills, and the ability to work cross collaboratively.

Benefits

• Competitive Compensation: We offer competitive salaries that recognize your skills and experience.
• Wellness Coverage: Enjoy a comprehensive health and wellness benefits package that keeps you and your family secure and healthy.
• Flexible Working: Work where you thrive! Enjoy remote work flexibility (specific regional options apply) while staying connected to our supportive team.
• Work-Life Balance: Benefit from Flex Hours to manage your personal life and Paid Time Off (PTO) so you can fully recharge.
• Unwind Early: Say hello to summer with our popular Summer Fridays—shorter work weeks to help you kick-start the weekend.
• Culture & Community: Participate in fun social events (both virtual and in-person) and contribute to charity initiatives as part of our community focus.
• Career Growth: Our Career Framework provides clear, structured paths for growth and ongoing learning, ensuring you reach your professional goals.