Technical Support Engineer II

About the role

Location: Remote - Canada ** We are only considering candidates located in BC, AB, MB, and ON Velora is looking for a Technical Support Engineer II to take ownership of complex, high-impact escalations across Aplos, Raisely, and Keela. As a TSE II, you'll debug deep technical issues, build lightweight tools that make the team faster, contribute to incident response, and act as a connector between Customer Support, Engineering, and Product. We're building an AI-native team - one where AI agents and tools are embedded in how we triage, diagnose, and improve, not bolted on as an afterthought. You'll work within Velora's product suite - diagnosing issues at depth, using AI tooling that accelerates your output, and turning recurring customer pain into product improvements. You'll mentor junior TSEs, contribute to team standards, and help raise the bar for what great technical support looks like at this scale. If you're someone who goes beyond the ticket, thinks in systems, and wants real influence on how a multi-product support org operates - this role is for you. What will you be doing (your role)? Escalation & Incident Ownership Own high-complexity escalations end-to-end - debug, reproduce, and drive them to closure with minimal hand-holding, even when the path forward isn't fully defined. Serve as incident coordinator during production incidents; restore systems to steady state, manage stakeholder communication, and drive clean post-incident handoffs to Engineering. Handle technical communications under pressure; set expectations and provide timely, clear updates until resolution. AI-Augmented Troubleshooting Use Cursor as your primary AI workspace to triage, diagnose, and resolve issues faster. Drive log analysis, code exploration, and automation through Cursor agents, and share the prompts, workflows, and patterns that work with the team. Build lightweight scripts, automations, and macros in Cursor that reduce manual toil and accelerate root cause isolation. Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions and emerging trends early - using Cursor to accelerate the querying, scripting, and synthesis behind them. Knowledge & Process Excellence Facilitate external documentation reviews; review and approve troubleshooting, runbook, and process documentation to keep customer-facing and internal content accurate, testable, and versioned. Contribute to case handoff standards to Engineering including required logs, timelines, and impact assessments. Collaboration & Impact Act as a bridge between TSE, Engineering, and Product - translate recurring customer pain points into prioritized feature requests with clear impact, frequency, and suggested acceptance criteria. Facilitate technical discussions with internal teams on complex, multi-system issues. What we're looking for (requirements): This role sits at the center of Velora's shift to an AI-native company. We're looking for someone who treats AI as a force multiplier, owns problems without hand-holding, and holds a higher bar because AI makes that bar reachable. We believe that no one meets 100% of the listed qualifications. We're less focused on a checklist and more interested in finding someone who is deeply technical, genuinely curious, and hungry to solve hard problems. Technical Depth 3-5 years supporting SaaS products with proven ownership of complex escalations. Bachelor's in Computer Science, Engineering, or a related field - or equivalent hands-on experience. Proficient with SQL - filters, sorting, joins, aggregations, and subqueries - against production or warehouse data. Proficient using REST APIs to reproduce issues, validate server responses, and create minimal test cases. Proficient with session replay tools (e.g., LogRocket, FullStory) to reconstruct flows and isolate UX vs. product

Benefits

Additional Information

About Velora: 📍check out our company website: joinvelora.com Our product websites: keela.co raisely.com aplos.com We're excited to share that Aplos, Raisely, and Keela have come together to form one unified company, Velora , with a shared mission: to help nonprofit organizations thrive. While we continue to offer the products you know and love, we now operate as one team, dedicated to making nonprofit work easier, more impactful, and more sustainable. Together, our combined expertise spans fundraising, donor management, financial tracking, and communications-offering a powerful suite of tools designed to reduce complexity so nonprofits can focus on what matters most: making a difference. We're one company with 3 products all servicing customers in the impact space. Working at Velora means that you have the opportunity to build one or across all our products. We have a combination of merged teams and also teams dedicated to one specific product and you can find details about the work through our job descriptions under the "about the role" section.

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