Customer Support Engineer – Marketplace, AI Integrations

Suger

Customer Support Engineer serving as a bridge between customers and product teams in a B2B SaaS environment. Resolving technical issues for clients using cloud marketplace platforms.

Posted 4/20/2026full-timeVancouver • 🇨🇦 CanadaJuniorMid-Level💰 CA$90,000 - CA$120,000 per yearWebsite

About the role

Key responsibilities & impact

Serve as the primary point of contact for customer-reported bugs, issues, and technical questions
Triage incoming support requests: gather context, reproduce issues where possible, and prioritize by impact
Write clear, structured bug reports and feature requests for the Engineering and Product teams
Communicate status updates and resolutions back to customers in a timely, professional manner
Identify patterns in recurring issues and surface them proactively to the product team
Maintain and improve support documentation, FAQs, and internal runbooks
Collaborate with Customer Success Managers to ensure smooth handoffs between reactive support and proactive success work
Track all open issues and ensure nothing falls through the cracks

Requirements

What you’ll need

2-5+ years of experience in a technical support, customer-facing operations, or similar customer-facing role
Exceptional communicator - clear and composed in writing and over video, especially when handling frustrated customers
Stays calm under pressure and knows how to de-escalate without losing momentum
Highly organized - comfortable managing multiple open issues simultaneously without losing context
Technical enough to ask the right diagnostic questions and understand product workflows, even without writing code
Background in engineering, computer science, or a technical field is a plus - but strong communication skills matter more
Comfortable in a fast-moving startup environment where processes are still being built.

Benefits

Comp & perks

Competitive compensation and equity plan.
Full healthcare benefits - extended health care, dental, vision, and life insurance.
Monthly office stipends for lunch and commute-related benefits.

ATS Keywords

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Soft Skills

exceptional communicatorcalm under pressurede-escalationhighly organizedmanaging multiple issuesclear writingcomposed over videohandling frustrated customers