The Support and Integration Engineer is a technical, customer-facing role that bridges customer support, product and development teams. This person will be the go-to resource for resolving technical issues on Tosa and Isograd Learning platforms, ensuring smooth integrations for clients, and feeding real-world technical insight back to the product team.
*Position in Toronto office, with possibility of working from home 1-2 days per week.
Major Responsibilities
- Customer Support (Level 1-2): Provide responsive, high-quality technical support for Tosa and Isograd Learning platforms, resolving issues efficiently and escalating complex cases appropriately
- Process & AI Automation: Identify opportunities to automate support workflows and processes using AI tools (e.g., automated triage, chatbots, smart ticket routing, AI-assisted diagnostics), and help build and implement these solutions
- Integration Coordination: Own the setup, configuration, and ongoing maintenance of client integrations, ensuring platforms connect and function reliably within customer environments (SSO, API, LTI, etc.)
- Bug Diagnosis: Investigate, reproduce, and document technical issues;
- Product Team Reporting: Serve as a key liaison between Support and Product teams, translating recurring technical issues, integration pain points, and customer feedback into clear, actionable reports. Actively contribute to product development discussions, sprint planning, and backlog grooming, bringing a support/integration lens to prioritization decisions
- Maintain and improve internal documentation, knowledge base articles, and integration guides
- Collaborate with Development team to test fixes, validate integrations, and support release cycles
Preferred Qualifications
- Experience in a technical support, integration engineering, or implementation role, ideally within SaaS or EdTech
- Strong troubleshooting and diagnostic skills, with the ability to read logs, reproduce bugs, and communicate technical findings clearly
- Familiarity with common integration standards and tools (API, SSO/SAML, LTI, OneRoster, Clever, Classlink, etc.)
- Comfort working with Product and Development teams in an agile/sprint-based environment
- Interest and hands-on experience in deploying AI tools to support operations or process automation
- Excellent written and verbal communication skills, able to explain technical concepts to both technical and non-technical audiences
- Strong organizational skills and ability to manage multiple tickets, integrations, and projects simultaneously
- Self-starter, comfortable working in a fast-paced, evolving environment.