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.