Location: Remote, Canada

We are looking for a System Engineer to join our team who can thrive in a fast-paced environment, bridging the gap between development and operations. You will diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner, working across different systems, software, and hardware platforms. This role requires strong technical abilities combined with excellent communication skills, as you'll be collaborating directly with various engineering teams and following standard procedures to escalate unresolved issues to the corresponding teams and appropriate internal departments. The ideal candidate will bring both technical expertise and a passion for problem-solving, with the ability to automate processes and contribute to our continuous improvement initiatives. You'll be an integral part of our team, helping to maintain and enhance our cutting-edge technology while ensuring reliable system performance.

Responsibilities

Incident Management

• Monitor and respond to platform alerts based on priority levels
• Document issues symptom, debugging record, and solutions in ticketing system
• Communicate with technical team and provide instruction to debug
• Collect and analyze system logs from multiple sources
• Drive root cause analysis and coordinate fix timelines
• Monitor system performance metrics and indicators to validate resolution

Documentation

• Maintain and update existing knowledge base
• Create technical documentation and procedures for new processes and features

Cross-Team Collaboration

• Collaborate with teams (development, infrastructure, operations, etc.) to design SOP, escalation path, and policies
• Break down complex technical knowledge and deliver report to the teams
• Establish clear ownership and communication channels

Technical Development

• Write scripts for automation, monitoring, and testing
• Enhance and maintain existing tools and platforms
• Create features and develop new tools
• Develop domain expertise

Requirements Education & Experience

• Bachelor's degree in information technology, computer science, or equivalent field
• Minimum 3 years of experience in system engineering or technical engineering

Technical Skills

• Experience with ticketing and monitoring systems
• Programming/scripting skills
• System administration and troubleshooting capabilities
• Experience with infrastructure and system architecture
• Strong proficiency across operating systems (MacOS, Linux)
• Knowledge of best practices in system security and performance optimization

Professional Skills

• Exceptional written and verbal communication abilities
• Strong client-facing skills
• Ability to explain technical concepts to non-technical audiences
• Collaborative mindset with a positive attitude
• Problem-solving mindset with attention to detail