Senior IT Support Engineer

Role Overview

This opportunity, presented through a partner company, seeks a Senior IT Support Engineer based in Canada. It is a remote, full-time role focused on transforming internal IT into an engineering-driven function in a global, technology-centric context.

Your responsibilities include designing, automating, and operating the systems that enhance efficiency for a distributed workforce by integrating SaaS platforms, APIs, cloud infrastructure, and AI-based workflows.

Key Responsibilities

• Manage and optimize critical SaaS platforms related to CRM, customer support, finance, HR, collaboration, and engineering tools.
• Create stable workflows and synchronize data across multiple internal systems.
• Develop automation scripts and tools using languages such as Python, Go, Bash, and Node.js to improve internal processes.
• Implement internal services, bots, CLI tools, and API-driven integrations to streamline business functions.
• Establish automated workflows for employee onboarding, offboarding, access provisioning, and self-service.
• Use REST and GraphQL APIs, OAuth, webhooks, and SaaS SDKs for integration purposes.
• Deploy AI-driven solutions including internal assistants, knowledge retrieval, automated ticketing, and workflow copilots.
• Build and maintain an internal IT environment that supports scalability and automation.
• Provide advanced technical assistance emphasizing root cause analysis and user experience enhancement.
• Oversee endpoint security, identity management, access controls, and compliance aligned with Zero Trust security principles.
• Support security frameworks and audits in alignment with standards like ISO 27001, SOC 2, and GDPR.
• Continuously discover opportunities to automate repetitive tasks and refine internal IT processes.

Candidate Profile and Qualifications

• Minimum of 8 years in IT or systems engineering roles, including at least 3 years managing internal systems and automation within SaaS or tech companies.
• Proficient in programming and scripting languages such as Python, Go, Bash, and Node.js.
• Experienced with cloud platforms like AWS and GCP, including networking, identity and access management, EC2, and S3.
• Skilled in API integrations using REST, GraphQL, OAuth, webhooks, and SaaS frameworks.
• Deep knowledge of macOS and Linux operating systems.
• Expertise in identity and security solutions, including single sign-on (SSO), SAML, SCIM provisioning, identity lifecycle automation, and Zero Trust access models.
• Hands-on experience supporting security and regulatory compliance efforts such as ISO 27001, SOC 2, and GDPR.
• Capability to develop custom automation tools and internal services beyond standard SaaS configurations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication skills suited for technical and non-technical teams.
• Background working in remote-first, globally distributed teams preferred.
• Familiarity with AI automation technologies, including large language model APIs, AI copilots, semantic search, and automated support workflows is a plus.
• Knowledge of container technologies like Docker and Kubernetes is advantageous.
• Experience with Site Reliability Engineering (SRE) concepts such as Service Level Indicators (SLIs) and Objectives (SLOs) for internal services is beneficial.
• A proactive and independent approach with enthusiasm for process improvement and enhancing employee experience.

Benefits & Work Environment

• Work entirely remotely with flexibility to choose your preferred productive location.
• Opportunity to architect and automate internal IT solutions on a global scale.
• Join an innovative culture encouraging process improvements and reduction of manual tasks.
• Exposure to cutting-edge technologies, cloud services, automation frameworks, and AI-driven innovations.
• Collaborate with a fast-paced, engineering-focused team.
• Operate in a technology environment leveraging modern tools, open-source platforms, and scalable architectures.

Additional Information

This role is managed by a partner company that oversees applications and hiring processes. Selecting candidates includes an AI-supported matching system to objectively evaluate applications based on core criteria. Note that while AI tools assist in screening, all final decisions are human-led.

Applicants should understand their data will be processed under applicable data protection laws, with rights to access and object as prescribed by GDPR.