Senior Support Engineer, Noibu Technologies
CA$80-90k
eCommerce error monitoring platform
Be an early applicant
eCommerce error monitoring platform
21-100 employees
Be an early applicant
CA$80-90k
21-100 employees
Company mission
Noibu is on a mission to build the best company for its customers and its team - passionately ensuring eCommerce sites don't lose revenue and can provide a seamless experience for their customers.
Role
Who you are
- You have 2+ years of experience in a technical or engineering support role, resolving complex technical issues for external customers or merchants
- You have strong technical knowledge and hands-on experience troubleshooting APIs and web-stack technologies, including experience with Postman, HTML/CSS, JavaScript, Java, SQL, or PHP
- Bonus points for
- Experience working in an ecommerce environment and are familiar with ecommerce platforms such as Shopify, Magento, Salesforce Commerce Cloud (SFCC)
- You have a proven track record of building and owning support processes - from documentation and escalation workflows to onboarding guides and team playbooks
- You have hands-on experience administering and optimizing support tooling, particularly Pylon and/or Zendesk
- You are proficient with data and analytics tools such as Metabase and Mixpanel, and are comfortable using data to identify trends, measure outcomes, and drive decisions
- You have experience working directly with merchants or customers in a technical support role, and have a genuine drive to deliver exceptional support experiences
- You have strong verbal and written communication skills and can clearly articulate complex technical topics to a range of technical and non-technical audiences
- You are self-driven and accountable - you take ownership of your work, operate with minimal supervision, and consistently deliver results
- You thrive in ambiguous, fast-moving environments and have a track record of navigating uncertainty with calm and focus
- You make quick, informed decisions under pressure and prioritize effectively across competing internal and external demands
- STEM degree preferred but not required. A background in Computer Science or a related field is a bonus
- If you have experience close to what we outlined but think you might be missing a few things, apply anyway! What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms
What the job involves
- As a Senior Support Engineer at Noibu, you will be a cornerstone of our merchant support organization - owning complex technical escalations, shaping support systems and processes, and driving the quality of the customer experience
- You will work directly with ecommerce merchants to resolve highly technical issues, and collaborate closely with Customer Success Managers, Solutions Engineers, to ensure merchants are getting maximum value from the platform
- By partnering with product and engineering teams to close feedback loops and helping build the operational foundation that enables our support team to scale, your work will have a direct impact on customer adoption, retention, and long-term relationship health - as well as merchants’ ability to monitor and grow their ecommerce businesses
- Be a key source of knowledge on the Noibu platform, underlying ecommerce technologies, and industry-standard integration methods and best practices
- Own merchant support cases from creation to final resolution, handling escalated and complex technical issues with a high degree of autonomy
- Build, document, and continuously improve support processes - establishing playbooks, escalation paths, and workflows that enable the team to operate efficiently and consistently
- Own and administer core support tools including (like Pylon and Zendesk), ensuring they are configured, maintained, and optimized to support team workflows and merchant SLAs
- Own and report on support SLAs - building and maintaining dashboards that track response times, resolution rates, and team performance to ensure accountability and drive continuous improvement
- Be an internal product advocate: track recurring merchant issues, synthesize patterns, and communicate actionable feedback to product and engineering teams
- Collaborate with peers and cross-functional teams, contributing to collective problem-solving and institutional knowledge
- Act as a subject matter expert by providing guidance to junior team members, answering complex technical questions, and ensuring knowledge is properly documented
- Contribute to strategic projects that align with the growth and direction of the Support organization
Our take
Noibu develops software that detects and resolves glitches in online stores, helping eCommerce companies supply better experiences for their customers and hence improve their retention and revenue.
The Noibu platform monitors functions such as add-to-cart and checkout, as well as providing notifications if the site were to go down. With more and more stores moving online, and a long list of reasons an eCommerce site might experience issues, a product such as Noibu's is likely to be in growing demand.
In 2023, the company was ranked number 8 on Globe and Mail’s list of fastest-growing firms, highlighting the vast growth it has undergone. Serving brands such as Avon, Champion, and Guess, it is clear Noibu's error-monitoring software is meeting an industry need, and it will be interesting to see what further successes it achieves.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited Vacation
- Health & Dental Benefits from day 1
- Health Care Spending Account
- Accessible Team Socials
- Flexible Working Style
- Endless Learning & Growth
- The Best Tech
Company HQ
The Glebe, Ottawa, ON
Leadership
Kailin Noivo
(President & Co-Founder)Was CRO of the company for 1.5 years. Worked in Finance at the BMO Financial Group, and was Director of Marketing and Public Relations at the Telfer Business Law Association.
Robert Boukine
(CEO & Co-Founder)Previously the company's CPO for 4 years. Was Senior Financial Advisor at CIBC, and worked in Digital Projects and Finance for Startup Canada.
Filip Slatinac
(CTO & Co-Founder)Graduate of the University of Ottawa, with a BASc in Software Engineering.
Salary benchmarks
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