search Browse Jobs
Senior Technical Support Engineer (T3)Rewind · Ontario
Rewind logo

Rewind

company page ↗

Senior Technical Support Engineer (T3)

🗓️ Posted 2026-08-25 Ontario Fulltime Hybrid ICT
💰 Salary Not shared 📊 Market 6,667 CAD–9,583 CAD/mo

About the Company

Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50 https://www.deloitte.com/ca/en/about/press-room/deloitte-canada-announces-its-annual-technology-fast-50tm-program-winners.html). We invite you to read our startup story https://rewind.io/blog/why-we-started-rewind-backups/ to learn where we came from and where we're going. Read about our mission, story and values here https://rewind.com/about-us/. To find out more about our perks, click here https://rewind.com/careers/: :text Working%20at%20Rewind%20has%20its%20perks. Some of our Blogs might help you get a better understanding of what we do here. You can find them all here https://rewind.com/blog/. Thriving at Rewind: We embrace the fast-paced, ever-changing nature of startup life. If you love working with speed, agility, and creativity, you'll feel right at home here. Here's what it takes to succeed with us: - Team-First Mentality: We put teamwork at the core of everything we do, believing that we are better when we are together. Success is shared, and when the team wins, we all win. - Performance-Driven Mindset: We are proactive, goal-oriented, and focused on delivering tangible, high-qu

About the Role

As a Senior Technical Support Engineer, you will serve as the final escalation point within the support organization. You bring a software development background and deep technical instincts to diagnose root causes, reproduce edge cases, write or read code to understand issues at depth, and work directly with the Engineering team to drive resolution. This is not a traditional support role - you will spend a significant portion of your time doing technical investigation work that sits at the boundary of support and engineering. This role requires participation on a on-call rotation including weekends and holidays.

Responsibilities

  • ● Own the most complex technical escalations from T1 and T2, serving as the final line of defense.
  • ● Investigate and reproduce customer-reported bugs, data inconsistencies, and integration failures across Rewind's supported platforms (Jira, Confluence, GitHub, Shopify, QuickBooks Online, and more)
  • ● Read and write code (primarily in the context of debugging and scripting) to diagnose issues, test hypotheses, and validate fixes
  • ● Work directly with Engineering to clearly articulate bugs, provide reproducible test cases, and track fixes through to resolution
  • ● Manage and resolve issues in customer environments involving API integrations, OAuth configurations, webhook failures, and platform-level permissions
  • ● Handle data restoration requests and complex recovery scenarios requiring deep knowledge of Rewind's backup architecture
  • ● Own enterprise customer onboarding when required, including installation, deployment, and education, ensuring the customer is fully set up for success
  • ● Help build and maintain the internal knowledge base for complex issue patterns, enabling T1/T2 to self-serve future resolutions
  • ● Participate in on-call rotations for P1 incidents affecting enterprise customers
  • ● Identify recurring escalation patterns and proactively surface product improvement opportunities to Engineering and Product
  • ● WHAT YOU BRING
  • ● + years of experience in a technical support, solutions engineering, or software development role
  • ● Computer Science degree or equivalent practical experience (you can read and write code)
  • ● Proficiency in at least one scripting or programming language (Python, Ruby, JavaScript, or similar)
  • ● Strong understanding of REST APIs, OAuth, webhooks, and modern SaaS integration patterns
  • ● AWS - CloudWatch for logs, OpenSearch/Kibana for search infrastructure, SQS/SNS for async processing
  • ● Ability to read logs, inspect API responses, and debug issues at the network and application layers
  • ● Exceptional written and verbal communication - you can explain a complex technical root cause to a non-technical customer and to an engineer on the same day
  • ● Comfort working independently in ambiguous, high-stakes situations with limited documentation
  • ● Nice to Have

Benefits

  • ● At Rewind, you'll help shape the future of data protection for thousands of businesses. We're performance-driven, innovative, and not afraid to challenge what's possible. You'll join a team that values trust, accountability, and respect for people's time - and encourages every employee to experiment, think critically, and grow.
  • ● We support innovation through experimentation - including smart use of AI tools - and believe the best ideas come from those who aren't afraid to push boundaries.
  • ● How Rewind Will Support You
  • ● We know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life which includes but is not limited to:
  • ● Flexible work hours
  • ● Employee stock options
  • ● Health benefits
  • ● weeks vacation
  • ● life leave days
  • ● Level Up days for professional development
  • ● volunteer day
  • ● Summer Fridays and office closed during the holiday break in December
  • ● Paid parental leave
  • ● 2000/year wellness/home office allowance
  • ● 5000/year professional development allowance
  • ● Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. We strongly encourage candidates of all different backgrounds and identities to apply.
  • ● Our recruitment process may include the use of artificial intelligence-enabled tools to help manage and review applications efficiently. These tools assist our team, but hiring decisions are ultimately made by human reviewers.