Technical Support Engineer - Level 3

| New York, NY, USA | Hybrid
Employer Provided Salary: 90,000-115,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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COMPANY: Canoe Intelligence
TITLE: Technical Support Engineer - Level 3
LOCATION: New York City (hybrid) or Fully Remote in the United States
SALARY: $90,000 - $115,000 (based on NYC, will be adjusted for geo)
The Role:
If you love diving deep into technical issues, solving problems, and supporting our east coast and EMEA customer needs on a day-to-day basis, we're looking for you. As a Level 3 Technical Support Engineer, you'll be working alongside the Client Support and Product teams to review Canoe's client inquiries from a technical standpoint. In this role, you'll have the unique opportunity to act as a subject matter expert on the client-facing, front-end of the application, as well have the technical experience to dig deeper into logs and directly within the database. This role will be viewed as a Level 3 Support resource that will review all support escalations to the Product team to confirm an application bug exists. This role will require strong organizational, problem solving, and internal & external client management skills. This role reports into the Sr. Manager of Client Support.
What You'll Do:

  • Be a Canoe product expert and understand how Canoe adds value to our clients workflows
  • Be an expert technical contact for Canoe's customers and internal resources, related to how-tos, troubleshooting, and training, including the Canoe API and other product integrations
  • Bridge the Canoe Support and Product organizations to provide a deep level of review and replication of an issue before escalating to Product (Level 3 support)
  • Test problems on a lower environment (Sandbox) to confirm issue is present and communicate workarounds where appropriate
  • Conduct consultative conversations with clients and internal resources to help resolve their technical issues or other requests
  • Manage internal stakeholders and external clients effectively by setting expectations when required
  • Work cross-functionally with Canoe teams to solve client inquiries
  • Respond to client inquiries in a consistent, concise and timely manner
  • Collaborate with Canoe's Product team to track trends across technical queries to provide feedback on most common issues
  • Track the resolution of reported bugs, relying updates back to Support team when needed
  • Facilitate enhanced client experience by contributing videos and articles to Canoe's Knowledge Base
  • Conduct client trainings focused on technical functionality and best practices

What We're Looking For:

  • Client-centric; a genuine interest to deliver results for customers
  • Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
  • Ability to handle multiple client cases simultaneously, easily shifting to address critical issues
  • Experience working with API calls
  • Proficient in SQL and/or Snowflake for database troubleshooting
  • Analytical, data-driven self-starter that is detailed-oriented and resourceful
  • Problem-solver who thrives in diving into details when required
  • Client and stakeholder management and organizational skills
  • Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence
  • Prior experience (including internships) in a technical and support capacity


  • A basic understanding of bash, javascript, php, python and csharp for API scripting
  • Knowledge of alternative investments
  • New York Metro Area. Remote working acceptable with commensurate experience

    What You'll Get:

    • Medical, dental, vision benefits
    • Flexible PTO
    • 401(k)
    • Flexible work from home policy
    • Home office stipend + wifi reimbursement
    • Employee Assistance Program
    • Gym reimbursement
    • Education assistance
    • Parental Leave
    • Commuter benefits

      Our Values:

      • Client First -> Listen, and deliver client-centric solutions
      • Be An Owner -> Take initiative, improve situations, drive positive outcomes
      • Excellence -> Always set the highest standard for yourself and others
      • Win Together -> 1 + 1 = 3

      Who We Are:
      Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe's technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery. With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data. Canoe's AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm.
      Canoe is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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      Technology we use

      • Engineering
      • Sales & Marketing
      • People Operations
        • JavaLanguages
        • JavascriptLanguages
        • PHPLanguages
        • PythonLanguages
        • SqlLanguages
        • ReactLibraries
        • VueLibraries
        • Angular.JSFrameworks
        • LaravelFrameworks
        • MySQLDatabases
        • WordpressCMS
        • HubSpotCRM
        • SalesforceCRM
        • SlackCollaboration
        • ZoomCollaboration

      An Insider's view of Canoe

      What’s the vibe like in the office?

      A healthy mix of cold brew on tap, snacks and quiet spaces to get work done. On most days the office is typically pretty quiet, except when the remote folks are in town! Bring your pool cue or ping pong paddle as fresh competition is wanted. Friendly office banter is welcome is an added bonus.


      Full Stack Developer

      What makes someone successful on your team?

      There are three key qualities that drive success on our team: independent & resourceful, organized, and self-motivated. As a small team, we wear multiple hats and are often handling all aspects of the sales process in any given day. It's critical to be self-reliant & organized, while maintaining a high degree of persistence and discipline.


      Sales Executive

      How do your team's ideas influence the company's direction?

      Canoe is an incredibly collaborative and flat organization. New ideas and perspectives from our team are critical to the company’s continued growth and evolution and are valued deeply. At Canoe, the impact you have on the company’s trajectory is direct and tangible, and in my mind, that’s one of the things that makes Canoe so special.


      Partner and Chief Revenue Officer

      What are some things you learned at the company?

      I've learned so much at Canoe not only about the alternative investments space, but also the essential skills needed to succeed individually and as a team within a startup. Our collaborative, fast-paced culture allows for growth based on interests and skills while our diverse team allows us to learn from and contribute to each other's development.


      Client Success Manager

      What are Canoe Perks + Benefits

      Canoe Benefits Overview

      At Canoe, we provide our team with a full benefits package, including medical, dental, vision, 401k, commuter benefits, gym/wellness reimbursements, and more. While the whole team is currently remote, our development team continues to conduct daily stand-ups to regularly touch base. We have monthly company-wide meetings, semi-annual Town Halls, and weekly virtual games for the team to hang out away from work.

      Volunteer in local community
      Open door policy
      Team based strategic planning
      Open office floor plan
      Hybrid work model
      Remote work program
      Mandated unconscious bias training
      Diversity manifesto
      Hiring practices that promote diversity
      Health Insurance + Wellness
      Flexible Spending Account (FSA)
      Disability insurance
      Dental insurance
      Vision insurance
      Health insurance
      Life insurance
      Pet insurance
      Wellness programs
      Financial & Retirement
      Company equity
      Performance bonus
      Child Care & Parental Leave
      Generous parental leave
      Family medical leave
      Vacation + Time Off
      Unlimited vacation policy
      Paid holidays
      Paid sick days
      Canoe offers unlimited sick days for all employees.
      Bereavement leave benefits
      Office Perks
      Company-sponsored outings
      Company-sponsored happy hours
      Fitness stipend
      Canoe reimburses each team member up to $100 per month for health and wellness activities.
      Home-office stipend for remote employees
      Canoe employees receive a $200 stipend to cover the cost of remote work accommodations (Canoe provides employees with computers and computer peripherals separately).
      Professional Development
      Lunch and learns
      Promote from within
      Mentorship program
      Continuing education stipend
      Canoe offers education reimbursement for all full-time employees of $1,000 annually.
      Continuing education available during work hours

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