Senior Technical Support Engineer

About Velora: 📍check out our company website: http://joinvelora.com Our product websites: • http://keela.co • http://raisely.com • http://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 on 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. 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 proac