Technical Support Engineer

Compensation: $80,000 - $90,000

Location: After 90 days, this role is required to be in-office in Kelowna full-time

Martell Group is committed to building people, brands, and ventures that create meaningful impact. We seek individuals who embody leadership, growth, and simplicity.

The Role

We’re hiring a full-time Technical Support Engineer to own the customer support queue end to end. The majority of tickets fall into a few recurring patterns—API key and billing issues with third‑party providers, container connectivity problems, config sync failures, and memory/continuity bugs—requiring deep debugging. Comfortable with Linux, container logs, databases, and complex systems.

What You’ll Do

• Triage and resolve customer support tickets across ~10 issue categories.
• Prioritize issues by frequency and customer impact.
• Diagnose third‑party API key and billing issues (Anthropic, OpenAI, Brave Search).
• Debug container connectivity and reachability across deployment types.
• Investigate agent memory loss and continuity failures.
• Trace configuration delivery issues through the deployment pipeline.
• Verify browser automation tools function correctly inside containers.
• Identify functionality breaks caused by upstream package updates.
• Analyze health monitoring data to distinguish real outages from false alarms.
• Guide customers in reviewing billing dashboards and API console settings.
• Escalate issues with clear documentation when platform fixes are needed.

What We’re Looking For

• 2 to 4 years of experience in technical support, DevOps, SRE, or similar roles.
• Strong Linux command‑line skills.
• Comfortable with SSH, Docker, and basic shell scripting.
• Familiarity with AWS services.
• Experience querying relational databases.
• Ability to read TypeScript or Node.js code to trace logic and debug issues.
• Strong written communication skills for customer tickets and internal GitHub documentation.

Bonus Points

• Experience with network tunneling or proxy setups.
• Familiarity with LLM API providers (Anthropic, OpenAI), including billing, rate limits, and tiers.
• Experience with container orchestration beyond basic Docker.