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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Engineer (T3) - **Company:** REWIND - **Location:** Ontario, CA, United States (Remote available) - **Experience:** Expert - **Salary:** $100,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Application Layers, Confluence, JIRA, Backup Devices, Software as a Service, Software Debugging, Amazon DynamoDB, Github, Statistical Hypothesis Testing, Python (Programming Language), PostgreSQL, OAuth, QuickBooks (Software), Ruby, Shopify, Software Engineering, Scripting, Information Technology, Atlassian Tools, Cloudwatch, Kibana, Restful APIs, Amazon Simple Queue Service (SQS), Data Inconsistencies, Webhooks, Api Management, Programming Languages - **Published:** August 24, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=642c38d0cbd37d58 ## About the Role 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). We invite you to read our startup story to learn where we came from and where we're going., 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, * 5+ 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 * Experience with cloud platforms and SaaS ecosystems (Atlassian, GitHub, Shopify, or similar) * 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 * Experience with backup, recovery, or data resilience products * Familiarity with Jira, Confluence, or Atlassian platform administration * Experience with PostgreSQL and DynamoDB * Prior experience in a SaaS company at a similar scale (Series B / growth stage) * Experience working with enterprise customers and navigating complex account relationships ## Description The Senior Technical Support Engineer (T3) is the highest tier of our support organization, serving as a bridge between customer support and engineering. You will own the most complex, ambiguous technical escalations that our T1 and T2 teams cannot resolve - including issues that previously required involvement from the Engineering Run Team., 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. What You'll Do * 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 ## Related Videos - [Coffee with Developers: David Heinemeier Hansson](https://www.wearedevelopers.com/videos/875-coffee-with-developers-david-heinemeier-hansson) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Keeping applications secure by evolving OAuth 2.0 and OpenID Connect](https://www.wearedevelopers.com/videos/100152-keeping-applications-secure-by-evolving-oauth-2-0-and-openid-connect) - [Recruitment Reinvented: Bold strategies and the $10K signing incentive](https://www.wearedevelopers.com/videos/1068-recruitment-reinvented-bold-strategies-and-the-10k-signing-incentive) - [Coroutine explained yet again 60 years later](https://www.wearedevelopers.com/videos/690-coroutine-explained-yet-again-60-years-later) - [Coffee with Developers - Adam Wiggins](https://www.wearedevelopers.com/videos/919-coffee-with-developers-adam-wiggins) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers)