Senior Technical Support Engineer

About the role

Location: Remote — Canada. We are only considering candidates located in BC, AB, MB, and ON.

Velora is looking for a Senior Technical Support Engineer to take on complex, high-stakes problem solving across Aplos, Raisely, and Keela. As a Senior TSE, you’ll fix bugs, build internal tools, lead escalations, run incident response, and serve as the technical bridge between Customer Support, Engineering, and Product. You will work within Velora’s product suite, diagnosing issues at depth, using AI tooling to accelerate team output, and turning recurring customer pain into product improvements. You will mentor other TSEs, define team standards, and set the bar for great technical support at this scale.

Responsibilities

Escalation & Incident Ownership

• Serve as incident lead for high-severity, customer-impacting issues; run blameless post-mortems, define corrective actions, and track them to closur...