Senior Support Engineer

Insight Global is seeking a Senior Support Engineer to join a global SaaS companys high-performing engineering team in Toronto. This role is focused on supporting two core product pillars: brand management and marketing compliance, specifically related to co-op fund management and creative automation tools.

As the first technical support hire in North America, this person will work onsite in the Toronto office (5 days/week) alongside the Customer Success team and help resolve complex product issues, triage bugs, and optimize internal tooling. The right candidate is confident, technically strong, and excited to own support escalations across backend and frontend systems, while also contributing to product improvement and roadmap support.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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58 years of experience as a full stack or support engineer
Strong working knowledge of JavaScript/TypeScript and modern front-end frameworks (React.js)
Ability to debug both frontend and backend code, analyze production issues, and identify root causes
Experience writing patches, hotfixes, or enhancements to backend/frontend systems
Comfortable working with RESTful APIs, cloud infrastructure (AWS preferred), Git workflows, CI/CD, and observability tools like Sentry or New Relic
Strong ability to communicate technical issues clearly to both technical and non-technical stakeholders
Comfortable participating in cross-functional collaboration with engineering, product, and customer success teams
On-site availability in Toronto, 5 days/week, for close collaboration and fast turnaround support

Experience with Ruby on Rails
Exposure to Python, GraphQL, feature flagging, and admin tooling
Experience in technical customer-facing roles
Ability to analyze support data, write documentation, and propose systemic improvements based on observed issues
Interest in growing into a lead engineering role

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.