Technical Support Engineer, Insights
Canopytax · Draper, UT
About this role
**Technical Support Engineer, Insights** **Canopy** • Draper, UT (Hybrid: M, W, F in-office) --- ## About Canopy Canopy is a fast-growing SaaS company building simple, efficient software for accounting firms. We’re focused on delighting customers, spotting and solving problems, and being good people—plus we recently secured **$70M in Series C funding** to help us fulfill our mission. --- ## The Opportunity We’re hiring a **Technical Support Engineer focused on Insights**. In this role, you’ll own **data accuracy** for customers and use technical judgment to resolve our most complex escalations. You’ll become the go-to expert on the **data** Canopy surfaces and the **workflows** behind it. You’ll take the hardest **Insights, Reporting, and Workflow** escalations from Technical Support and Go-to-Market teams (including issues that currently go to QA), resolve them closer to the source, and partner closely with Engineering squads to reduce future escalations. --- ## What You’ll Do - Serve as a primary technical partner to QA engineers, investigating, reproducing, and resolving Insights/Reporting/Workflow issues. - Embed in Engineering squads (Insights, Reporting, Workflows) and participate in standups, planning, and refinement. - Own cases from triage through final resolution. - Collaborate with Product, Engineering, and Technical Support to prioritize fixes and communicate updates to internal teams and customers. - Troubleshoot deeply using **SQL, logs, APIs, and internal tools** to identify root cause and distinguish defects from data/config/usage issues. - Trace reported figures back to their source to validate accuracy. - Diagnose Workflow and automation issues (templates, triggers, recurring workflows). - Write clear bug reports and root-cause analyses with reproduction steps, expected vs. actual behavior, and customer impact. - Manage concurrent escalations and prioritize by customer impact. - Document solutions, known issues, and troubleshooting playbooks; coach Support teams to resolve issues before they escalate. - Identify recurring issues and trends; escalate patterns to Known Issues and recommend improvements. - Apply AI tools and workflows to accelerate investigation, triage, and documentation. --- ## What We’re Looking For - **4+ years** in Technical Support, Support Engineering, Data Analytics, or Solutions Engineering—especially owning escalations in **B2B SaaS**. - Proven ability to investigate and resolve complex escalated issues independently. - Hands-on **SQL** experience (joins, aggregations) to investigate discrepancies and trace product numbers back to the database. - Comfort with logs, browser dev tools, REST APIs, JSON, and diagnostic tools (e.g., **Datadog** or **Sentry**). - Experience as a subject matter expert for a product area (ideally reporting/analytics/workflows), trusted by both internal teams and customers. - Experience troubleshooting workflows/automation/report configuration and separating configuration issues from true bugs. - Experience working with QA and Engineering; strong bug reports including reproduction steps, expected vs. actual behavior, customer impact, and verification steps. - Ability to explain data to non-technical audiences (not just what’s wrong, but why it looks that way and why it matters). - Excellent written and verbal communication, strong analytical mindset, and ownership/follow-through. *We know many women do not apply if they don’t perfectly fit the description—**we
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