About the role:

Location: Remote — Canada

** We are only considering candidates located in BC, AB, MB, and ON

Velora is looking for a Senior Technical Support Engineer to take on complex, high-stakes problem solving across Aplos, Raisely, and Keela. As a Senior TSE, you'll fix bugs, build internal tools for your team and customer facing teams. Additionally, you’ll lead escalations, run incident response, and serve as the technical bridge between Customer Support Teams, Engineering, and Product.

We’re building an AI-native support 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 team output, and turning recurring customer pain into product improvements. You'll mentor other TSEs, define team standards, and set 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 to have 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

• Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems, define corrective actions, and track them to closure.
• Act as technical owner for a product area with defined SLAs, proactive health checks, and executive-ready status updates.
• Lead technical communications during incidents; 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. Pilot and build tooling that speeds root cause isolation and roll the best of it out org wide.
• Build dashboards and saved searches across logs, product analytics (Metabase, Pendo), and tickets to detect regressions early and propose preventive fixes, using Cursor to accelerate the querying, scripting, and synthesis behind them.

Knowledge & Process Excellence

• Drive creation and upkeep of internal runbooks, decision trees, and troubleshooting guides; keep them updated after every major incident or recurring issue. Set a high bar for documentation clarity and structure as a team standard.
• Establish case handoff standards to Engineering including required logs, timelines, and impact assessments.

Collaboration & Impact

• Serve as a bridge between TSE, Engineering, and Product — translating customer pain into prioritized fixes and improvements.
• Partner with Product to close the loop with customers and feed recurring issues into monitoring, telemetry, or quality gates.
• Build AI agents and internal tooling for team-wide adoption; define responsible use guardrails and share findings across the TSE team.
• Mentor other TSEs on advanced debugging, API use, SQL validation, and case narrative quality; run enablement sessions.

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

• 5–7 years supporting SaaS products with a proven track record of leading complex escalations and owning high-priority accounts.
• Bachelor's in Computer Science, Engineering, or a related field — or equivalent hands-on experience.
• Can read code diffs across multiple languages and narrow likely failure points; comfortable collaborating with engineers to validate hypotheses.
• Expert with SQL — filters, joins, aggregations, subqueries — and confident using production-safe replicas to validate data integrity.
• Proficient with session replay tools (e.g., LogRocket, FullStory), logging/metrics platforms (e.g., Sumo Logic, Splunk, Sentry), and API clients (e.g., Postman).
• Uses Git to review release notes and PRs; contributes doc and runbook improvements via pull requests.
• Builds lightweight tools or scripts to reproduce issues, parse logs, and generate diagnostics for faster resolution.
• Confident coordinating multi-team incident response; defines clear roles, drives to outcomes, and maintains customer trust under pressure.

AI-Native Mindset

• Hands-on with AI tools (Cursor, Notion AI, Claude Code, etc.) and uses them daily as core parts of how you work — actively leverages AI agents to move faster, surface patterns, and free up time for higher-leverage work.
• Experiments proactively, finds leverage others miss, and shares findings with the team; challenges AI output with rigor — knows when to trust it and when to dig deeper.
• Proficient in implementing and validating agentic AI workflows — including testing outputs, identifying failure modes, and defining guardrails for team-wide adoption.

How you work

• Own problems end-to-end — figure out the path and ship the outcome, even under ambiguity or imperfect information.
• Obsessed with impact, not activity. Closing a ticket isn't the same as solving the problem.
• Give and receive direct feedback. Say the hard thing, commit, and move forward.
• Think about the business and the team — connect support outcomes to customer trust and revenue; invest genuinely in making the people around you better.

Demonstrated Impact

• Proven improvement in key metrics for your domain: lower TTR, fewer reopens, increased deflection.
• Demonstrated ability to design and improve workflows, tooling, and team processes — not just follow them.

Why work with us?

If you need more convincing, here's the rest of it:

• 💵 Salary – $105,000 - $110,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.
• 🏝️ Paid Time Off
  • Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an 'end of year shutdown' which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.
• 🌴 Work remotely – We're a remote-first company — live and work wherever you're happiest. We also provide a monthly stipend for co-working (in case you want to get out of the house 😉)
• 🤷 Training – We'll support you when you want to learn new skills or pay for conference or course tickets.
• ❤️ Health Coverage & Retirement – Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

About the Role:

• **We're only considering candidates in the following Canadian provinces:
  
  • British Columbia, Ontario, Alberta, Manitoba

With Aplos, nonprofit groups of every shape, size, and mission can seamlessly run their finances and operations, manage their business and bottom line, and proactively engage their communities and donors when it matters most. We’re a remote team, spread across North America (with peers all over the world).

Aplos is the largest nonprofit & church management software on the market. We’ve served over 40,000 organizations since our inception in 2009. Our all-inclusive platform provides a dynamic CRM, fundraising & giving tools, online donations & payment processing, built-in fund accounting system, integrated payroll, email marketing, website builder, and much more.

At Aplos, outstanding customer service is more than just a goal—it's at the heart of everything we do. As a Customer Support Specialist, you’ll play a crucial role in ensuring the success of our church and nonprofit customers by providing thoughtful, solution-focused support.

In this role, you'll go beyond answering questions—you’ll actively listen to customer needs, investigate issues with care and urgency, and deliver effective resolutions that help organizations thrive with the Aplos platform. You'll collaborate closely with teammates across departments to share insights, escalate complex issues when needed, and continuously improve the customer experience.

Your ability to problem-solve with empathy, communicate clearly, and work as part of a supportive team will be essential to driving customer satisfaction. At Aplos, we measure success by how well we support our customers, and your commitment to their success will make a lasting impact.

What will you be doing (your role)?

• Customer Assistance: Deliver courteous, timely, and solution-oriented support to customers across multiple channels—including phone, email, chat, and social media. Approach each interaction with empathy and a focus on resolving issues in a way that builds trust and drives satisfaction.
• Product Expertise: Develop deep product knowledge to confidently guide customers through troubleshooting and best practices. Leverage this expertise to not only answer questions but also proactively identify solutions that help customers succeed with our platform.
• Issue Resolution: Act as a problem solver by accurately diagnosing customer issues and delivering clear, effective resolutions in a timely manner. When necessary, collaborate with senior support team members to ensure the customer’s concern is fully addressed, always keeping their satisfaction as the top priority.
• Customer Advocacy: Serve as the voice of the customer by bringing their needs, pain points, and suggestions to internal teams. Advocate for changes that enhance satisfaction and ensure our products evolve in a way that reflects what matters most to our users.
• Documentation: Maintain thorough and accurate records of customer interactions, including problems, solutions, and follow-up actions, to ensure continuity of care and track issue resolution progress. Your detailed documentation supports efficient problem solving and a seamless customer experience.
• Product Feedback: Listen closely to customer experiences and frustrations to identify recurring issues and improvement opportunities. Share this feedback with product teams to help shape meaningful updates that better serve customer needs and reduce friction.
• Training and Resources: Assist in the creation and enhancement of support documentation, FAQs, and knowledge base articles with the customer in mind—making it easy for users to find answers, troubleshoot independently, and feel confident using our tools.
• Quality Assurance: Contribute to product excellence by participating in testing and quality reviews as needed, using a customer-first mindset to identify bugs, confusing workflows, or missing functionality that may impact the user experience.

What we’re looking for (requirements):

We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a pool of candidates who want to join a connected, mission-driven, hard-working team of practitioners driven by creativity, curiosity, and a goal to change the world. If you feel like you meet most of the following, we encourage you to apply.

• A college degree in accounting, information Technology, Business or a related field
• Minimum 1-2 year experience in customer support, preferably in a software or technology-related field.
• Technology savvy with strong problem-solving skills with the ability to think critically and adapt to various customer situations.
• Empathy and patience in dealing with customer inquiries and concerns.
• Familiarity with Zendesk and CRM software.
• Demonstrates a strong commitment to understanding and prioritizing the customer’s needs and experience.
• Actively listens to customers and shows empathy in resolving concerns, ensuring they feel heard and valued.
• Excellent communication skills, both written and verbal.
• A passion for technology and a desire to stay updated on industry trends.
• Willingness to work flexible hours, including evenings and weekends if necessary.

Why work with us?

If you need more convincing, here’s the rest of it:

• 💵 Salary – The salary range for this role is. $50,000 - $58,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.

• 🏝️ Paid Time Off

  • Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.

• 🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. We also provide a monthly stipend for coworking.

• 🤷 Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.

• ❤️ Health Coverage & Retirement-

  • Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.

About the Role

** We're currently only accepting candidates located in Canada only and specifically in the Province of BC, AB, MB, and ON with strong preference to those located in British Columbia.

We are seeking an exceptional Mid-level Software Engineer to join our Raisely Team. The ideal candidate will have experience and passion for developing in both backend and frontend code bases. You will collaborate with other high-performing team members to build scalable, distributed solutions with an emphasis on performance, reliability and observability to ensure the customer's user experience above all. With a keen eye for detail and experience in writing high-quality code, creating thorough tests, and conducting in-depth peer code reviews, you excel in problem-solving and are motivated by the chance to find innovative solutions, whether working independently or collaboratively.

Raisely is an all-in-one fundraising platform built to help nonprofits and charities launch impactful digital campaigns without needing technical skills. With tools for creating branded donation pages, managing supporters, and tracking campaign performance, Raisely makes it easy to run peer-to-peer fundraising, recurring giving programs, and donation appeals.

Trusted by over 2,000 organizations worldwide, Raisely has helped raise more than $500 million AUD. As a certified B Corporation, it operates on a mission-driven model—offering its core platform for free and sustaining itself through optional contributions. Raisely is designed for scalability and impact, enabling teams to fundraise confidently and focus on what matters most: their mission.

What you'll be doing:

• Collaborate to develop high-quality software designs and architecture
• Maintain and advance micro-services and APIs
• Take ownership of mid-level projects and deliver quality work independently
• Actively contribute to team discussions, code reviews, and technical decision-making
• Write unit tests
• Maintain and contribute to technical documentation, including architecture decisions, runbooks, and onboarding guides
• Leverage AI-powered development tools daily to accelerate coding, testing, and code review workflows
• Prioritize, set and meet commitments

What we're looking for:

• Bachelor's degree in Computer Science or related field
• 3+ years of experience in software engineering
• Proficient with React and NodeJS
• Experience with cloud services (AWS, GCP, Azure)
• Understanding of containerization and orchestration technologies (Docker, Kubernetes)
• Hands-on experience with AI-native engineering tools and agentic coding assistants (e.g., Cursor, Copilot, Claude Code, or similar) as part of daily development workflows
• Familiarity with agentic engineering best practices
• Strong technical writing skills with the ability to maintain clear, up-to-date documentation
• Excellent communication and collaboration skills

Why work with us?

• 💵 Salary – The salary range for this role is $125,000 - $140,000 CAD. Your base salary compensation will be determined based on factors such as skills, education, experience, and geographic location.

• 🏝️ Paid Time Off

  • Canada: Everyone gets 4 weeks paid leave plus 11 days of public holidays, as well as an ‘end of year shutdown’ which is an extra 2 week company holiday. Plus, you are entitled to generous paid sick leave.

• 🌴 Work remotely – We’re a remote-first company - live and work wherever you’re happiest. Plus we offer a monthly stipend for co-working spaces.

• 🤷 Training – We’ll support you when you want to learn new skills or pay for conference or course tickets.

• ❤️ Health Coverage & Retirement-

  • Canada: We offer robust medical, dental, vision, disability and life insurance coverages and have a 4% match on Retirement.