Support Engineer - Veterinary HealthTech

TrueLogic Company

Job Overview

Location

Canada

Job Type

Full-time

Full Job Description

📋 Description

• The Support Engineer is a dedicated technical bridge between the Platform Engineering organization and the Customer Experience (CX) team.
• In this role, you will own the technical execution of customer onboarding/decommissioning workflows, execute complex SQL data migrations, and resolve platform-level technical escalations.
• While you sit directly within the Platform Engineering team, you will work in close partnership with Customer Success and Implementation Managers to translate customer and operational needs into reliable technical solutions.
• This is an ideal role for an autonomous problem-solver who enjoys operating at the intersection of cloud infrastructure, data operations, and customer-facing support.
• Customer Onboarding & Provisioning: Execute end-to-end technical onboarding workflows for new customer accounts, including cloud environment provisioning, initial configuration, integration setup, and data imports.
• Customer Offboarding & Decommissioning: Manage technical teardown workflows, including secure data exports, environment teardown, access revocation, and closure documentation.
• Data Migrations & Quality Assurance: Perform structured database migrations between systems, handling data extraction, transformation, validation, and QA checks to guarantee data integrity.
• Participate in occasional live customer calls to address data validation questions directly with stakeholders.
• Technical Escalation Resolution: Own and triage the tier-2/3 technical ticket queue opened by the CX team.
• Resolve environment configurations, integration issues, bulk database updates, and platform errors outside CX’s scope.
• CX Partnership & Communication: Partner closely with Customer Success Managers and Implementation Leads to understand business context, set resolution timelines, and communicate technical findings in plain, non-technical language.
• Documentation & Runbooks: Maintain clean, up-to-date documentation, runbooks, and client configuration notes to ensure operational repeatability and knowledge sharing.
• Process Improvement & Tooling: Identify patterns in recurring technical issues and proactively build internal tooling, automation, or scripts to reduce overall ticket volume and resolution time.

🎯 Requirements

• Must-Have (Required):
• SQL: Strong proficiency in writing and executing queries for data extraction, transformation, validation, and complex migrations across relational databases.
• AWS: Hands-on experience with core AWS services (e.g., RDS, S3, EC2, ECS) in support of cloud-hosted SaaS application environments.
• Kubernetes: Familiarity with cluster operations, pod management, and troubleshooting containerized workloads.
• Terraform: Experience reading, modifying, and applying Infrastructure-as-Code (IaC) configurations for provisioning and decommissioning environments.
• Helm: Experience deploying and managing Helm charts for application setup and teardown.
• Git / GitHub: Comfortable with version control workflows, opening pull requests, and reviewing changes against infrastructure code repositories.
• English Communication: Strong written and verbal communication skills; ability to explain complex technical concepts simply to non-technical stakeholders and participate comfortably on customer calls.
• Nice-to-Have (A Plus):
• Scripting Languages: Practical experience with Python, Bash, or similar languages for automating manual workflows or data processing tasks.
• API Integrations: Good understanding of REST APIs, webhooks, and basic API payload troubleshooting.
• Helpdesk / Ticketing Systems: Hands-on experience with tools like Jira, Intercom, or Front.
• Security Hygiene: Strong foundation in data privacy, least-privilege access models, and secure data-handling procedures.

🏖️ Benefits

• 100% Remote Work: Enjoy the freedom to work from the location that helps you thrive.
• Highly Competitive USD Pay: Earn an excellent, market-leading compensation in USD, that goes beyond typical market offerings.
• Paid Time Off: We value your well-being. Our paid time off policies ensure you have the chance to unwind and recharge when needed.
• Work with Autonomy: Enjoy the freedom to manage your time as long as the work gets done. Focus on results, not the clock.
• Work with Top American Companies: Grow your expertise working on innovative, high-impact projects with Industry-Leading U.S. Companies.

Skills & Technologies

Python

React

AWS

Kubernetes

Terraform

Remote

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TrueLogic Company

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About TrueLogic Company

TrueLogic Company is a digital marketing agency founded in 2001 in the Philippines. It provides SEO, PPC, social media marketing, web design and development services to local and international clients. The agency focuses on data-driven strategies to improve online visibility, traffic and conversions for businesses across retail, finance, healthcare and technology sectors. With offices in Makati and Cebu, it serves small to large enterprises seeking measurable digital growth.

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