Support and Integration Engineer

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.