Noibu is the leading ecommerce monitoring and experience analytics platform, trusted by global brands to protect and grow online revenue. Monitoring websites 24/7, Noibu identifies critical site errors, performance bottlenecks, and customer experience friction that block the path to purchase—tying every opportunity to its financial impact across the funnel. With full visibility into errors, performance, and site friction, ecommerce teams can act fast on what matters most—whether that means resolving issues that block conversions or uncovering new opportunities to optimize the journey. Trusted by Guess, Swarovski, Cartier, and True Religion, Noibu enables retailers to recover lost sales, prevent disruptions, and turn every improvement into measurable growth. Proudly named
Canada’s Great Place to work in 2025!
As a Senior Support Engineer at Noibu, you will be a cornerstone of our merchant support organization - owning complex technical escalations, shaping support systems and processes, and driving the quality of the customer experience. You will work directly with ecommerce merchants to resolve highly technical issues, and collaborate closely with Customer Success Managers, Solutions Engineers, to ensure merchants are getting maximum value from the platform. By partnering with product and engineering teams to close feedback loops and helping build the operational foundation that enables our support team to scale, your work will have a direct impact on customer adoption, retention, and long-term relationship health - as well as merchants’ ability to monitor and grow their ecommerce businesses
What you'll do:
Be a key source of knowledge on the Noibu platform, underlying ecommerce technologies, and industry-standard integration methods and best practices.
Own merchant support cases from creation to final resolution, handling escalated and complex technical issues with a high degree of autonomy.
Build, document, and continuously improve support processes - establishing playbooks, escalation paths, and workflows that enable the team to operate efficiently and consistently.
Own and administer core support tools including (like Pylon and Zendesk), ensuring they are configured, maintained, and optimized to support team workflows and merchant SLAs.
Own and report on support SLAs - building and maintaining dashboards that track response times, resolution rates, and team performance to ensure accountability and drive continuous improvement.
Be an internal product advocate: track recurring merchant issues, synthesize patterns, and communicate actionable feedback to product and engineering teams.
Collaborate with peers and cross-functional teams, contributing to collective problem-solving and institutional knowledge.
Act as a subject matter expert by providing guidance to junior team members, answering complex technical questions, and ensuring knowledge is properly documented.
Contribute to strategic projects that align with the growth and direction of the Support organization.
Who You Are:
You have 2+ years of experience in a technical or engineering support role, resolving complex technical issues for external customers or merchants.
You have strong technical knowledge and hands-on experience troubleshooting APIs and web-stack technologies, including experience with Postman, HTML/CSS, JavaScript, Java, SQL, or PHP.
Bonus points for
Experience working in an ecommerce environment and are familiar with ecommerce platforms such as Shopify, Magento, Salesforce Commerce Cloud (SFCC).
You have a proven track record of building and owning support processes - from documentation and escalation workflows to onboarding guides and team playbooks.
You have hands-on experience administering and optimizing support tooling, particularly Pylon and/or Zendesk.
You are proficient with data and analytics tools such as Metabase and Mixpanel, and are comfortable using data to identify trends, measure outcomes, and drive decisions.
You have experience working directly with merchants or customers in a technical support role, and have a genuine drive to deliver exceptional support experiences.
You have strong verbal and written communication skills and can clearly articulate complex technical topics to a range of technical and non-technical audiences.
You are self-driven and accountable - you take ownership of your work, operate with minimal supervision, and consistently deliver results.
You thrive in ambiguous, fast-moving environments and have a track record of navigating uncertainty with calm and focus.
You make quick, informed decisions under pressure and prioritize effectively across competing internal and external demands.
STEM degree preferred but not required. A background in Computer Science or a related field is a bonus.
Why should you consider Noibu?
🦄 We’re working to be Ottawa’s next Unicorn
Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.
🕰️ Unlimited Time Off & Flexible Working Style
In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company-wide holiday shutdown yearly. Our flexible working style means you get to choose the hours that work best for you.
🦷 Benefits from Day 1
Imagine waiting 3 months into your new job to go to the dentist. Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝
🎉 Fun & Engagement
Many companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and an annual Holiday Party 🎄
...Plus much, much more.
If you have experience close to what we outlined but think you might be missing a few things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.
At Noibu, we’re committed to building an environment where every team member feels included, supported, and valued for who they are. We’re proud to be an equal opportunity employer and believe that diverse perspectives fuel better ideas, stronger teams, and a better product.
