Software Support Engineer
Jumpseller
3 days ago
Full-time
Remote
Canada
$68,000 - $90,000 USD yearly
Web Development
About Raisin
raisin® is a rapidly growing SaaS company purpose-built for the nonprofit sector. Our platform supports fundraising efforts for over 300 causes tackling critical challenges, from mental health to animal welfare, food security, curing disease, and international development.
We believe in building human-centered technology that helps charities and foundations raise more, while creating meaningful donor experiences.
The Role
Do you want to use your troubleshooting skills to make a difference in the world? raisin® is a mission-driven organization that supports non-profit organizations in their fundraising efforts. We provide a platform that our clients use to run their Peer-to-Peer events (such as Princess Margaret Hospital Foundation’s Ride to Conquer Cancer), donation campaigns, and ticketed fundraising events. raisin® is a place where you can work with talented, driven, and thoughtful people to improve the world for the better. If that sounds intriguing, please read on…
We are looking for an experienced Support Engineer who loves the craft of deep troubleshooting and wants to do it full-time. You will be the technical bridge between our Support team and our Engineering team, owning the investigation and resolution of the trickiest client issues and genuine defects in a platform used by over 300 non-profit organizations across North America and beyond. Our two full-time Support team members handle client tickets directly and know the system inside out from a functional standpoint; today, when something needs a deeper look, it lands on an engineer’s desk and pulls them out of feature work. We’re hiring you to take that on as your primary focus, so our engineers can stay focused on building, and our clients can get faster, more consistent answers when things get hard.
Our platform is built on .NET and Angular with a relational database layer, and the codebase has been evolving for 19 years. That history is a feature, not a bug, for the right person: there are layers to learn, patterns to recognize, and a lot of satisfying puzzles buried in the code. Some people in Big Tech call this kind of work Sustaining Engineering, and it is absolutely not for everyone — but for the people who love it, it’s one of the most rewarding roles in software. If you’re one of those people, we’d love to talk.
What You’ll Do
- Serve as the primary technical escalation point from our Support team, taking ownership of complex defects and hard-to-reproduce issues that would otherwise interrupt the Engineering team.
- Investigate issues deeply across the full stack: .NET services, the relational database, and the Angular front end using logs, queries, debuggers, and whatever else the problem calls for.
- Learn our codebase (our software has been running for 20 years, although most of the code is more modern) from the ground up and become one of the people who genuinely understand how it fits together, including the historical decisions that shaped it.
- Diagnose root cause, implement fixes or workarounds where appropriate, and write clear reproduction steps and analysis for the Engineering team when a larger change is needed.
- Partner closely with our two Support team members, respecting the functional expertise they already bring, and help them grow their technical depth over time.
- Write and maintain internal documentation, runbooks, and troubleshooting guides that capture what you learn so the whole team benefits.
- Spot recurring patterns in escalations and flag systemic issues, tooling gaps, or observability improvements back to Engineering.
- Communicate clearly and calmly with both internal teammates and, when needed, directly with clients during higher-stakes investigations.
Who You Are
- 3+ years of experience in a hands-on software role, with meaningful time spent in a Support Engineering, Sustaining Engineering, or technical escalation capacity — this is the mode of work you enjoy, not a stepping stone to a feature development role.
- Strong working knowledge of .NET (C#) in a production web application context, comfortable reading and debugging someone else’s code.
- Solid experience with a relational database (SQL Server is ideal), including writing non-trivial SQL to investigate data-level issues.
- Working experience with Angular (or a comparable modern front-end application framework) sufficient to trace issues from the UI through to the API.
- A natural troubleshooter who enjoys the detective work — reproducing an elusive bug, reading through unfamiliar code, and connecting symptoms to root cause.
- Patient and genuinely interested in legacy and long-lived codebases; you see an older codebase as an opportunity to learn rather than a reason to hesitate.
- A strong communicator who can translate technical findings for non-technical teammates and clients without losing precision.
- Collaborative and impact-driven, with an appreciation for nonprofit technology and the real-world outcomes our platform enables.
- Curious about AI-assisted debugging and investigation tools, and excited to use them to get to answers faster.
Compensation
raisin® expects to offer a base salary in the range of $68,000 – $90,000 CAD. Individual compensation within this range is determined based on job-related skills, experience, and location. Total compensation may also include additional benefits and growth opportunities.
AI in Recruitment
raisin® does not use artificial intelligence to evaluate or screen candidates during the recruitment process. Our team reviews all applications to ensure a thoughtful, human-centred hiring experience.