SaaS Technical Support Specialist - Platform & API (Canada, Remote)

Craver
Full_time•$50k-75k/year (USD)

📍 Job Overview

  • Job Title: SaaS Technical Support Specialist - Platform & API (Canada, Remote)
  • Company: Craver
  • Location: Canada
  • Job Type: Full-Time
  • Category: Technical Support Specialist
  • Date Posted: August 2, 2025
  • Experience Level: Mid-Level (2-5 years)
  • Remote Status: Remote (Canada)

🚀 Role Summary

  • 📝 Enhancement Note: This role requires a strong technical support background in SaaS platforms, with a focus on mobile application support and API troubleshooting. The ideal candidate will have experience working in Canada and be able to provide detailed examples of their technical problem-solving skills.

  • Craver is seeking an experienced SaaS Technical Support Specialist to join their team as a technical expert, helping restaurant partners resolve complex platform issues, troubleshoot API integrations, and ensure seamless customer experiences.

  • The role involves providing Tier 1/2 technical support for Craver's SaaS platform across iOS, Android, and Web applications, as well as collaborating with development teams on escalated platform bugs and feature requests.

  • This is an excellent opportunity for a mid-level technical support professional looking to make a significant impact in the restaurant technology industry.

💻 Primary Responsibilities

  • 📝 Enhancement Note: The primary responsibilities of this role require a strong analytical mindset, excellent communication skills, and a proven track record of resolving complex technical issues.

  • Provide Tier 1/2 technical support for SaaS platform:

    • Troubleshoot complex platform functionality, API integrations, and system-specific issues.
    • Test and debug REST API endpoints using tools like Postman, cURL, or similar platforms.
    • Resolve SaaS-related technical problems, including user authentication, data synchronization, and third-party integrations.

  • Conduct root cause analysis for recurring technical issues:

    • Document solutions and maintain detailed technical documentation.
    • Collaborate with development teams on escalated platform bugs and feature requests.

  • Track and report on key support metrics:

    • Monitor response times, resolution rates, and customer satisfaction to ensure high-quality support.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred. However, relevant experience and a strong portfolio of technical achievements can substitute for formal education.

Experience: 3+ years of technical support experience in customer-facing roles with SaaS platforms is required. Proven mobile application support experience and hands-on experience with REST APIs are also necessary.

Required Skills:

  • Proven mobile application support experience with specific examples of iOS/Android troubleshooting.
  • Hands-on experience with REST APIs using tools like Postman, cURL, or similar API testing platforms.
  • Strong analytical problem-solving skills with documented experience in technical issue resolution and root cause analysis.
  • Excellent communication skills for explaining complex technical concepts to non-technical users.
  • Experience with ticketing systems and customer support platforms.

Preferred Skills:

  • Experience in FoodTech, POS systems, or delivery platforms (DoorDash, Uber Eats, SkipTheDishes).
  • Background at technology startups in delivery, logistics, or on-demand services.
  • Experience with restaurant technology or hospitality software.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Detailed examples of SaaS platform troubleshooting experience, highlighting your ability to resolve complex technical issues.
  • Specific examples of API testing/debugging experience, demonstrating your proficiency with tools like Postman, cURL, or similar platforms.
  • Clear documentation of 3+ years of Canadian work experience, showcasing your eligibility for the role.

Technical Documentation:

  • Documented solutions to recurring technical issues, demonstrating your ability to conduct root cause analysis.
  • Examples of technical documentation or knowledge base articles you've created, showcasing your attention to detail and communication skills.

💵 Compensation & Benefits

Salary Range: The salary range for this role is $50,000 - $75,000 per year, depending on experience and qualifications. This range is competitive for mid-level technical support roles in the SaaS industry, particularly for remote positions in Canada.

Benefits:

  • Comprehensive benefits package, including health, dental, and vision insurance.
  • Professional development opportunities in a fast-growing startup, allowing you to grow your career in the restaurant technology industry.
  • Direct impact on restaurant technology transformation, working on cutting-edge projects and helping shape the future of the industry.

Working Hours: The role requires a standard full-time workweek of 40 hours, with flexibility for maintenance windows and project deadlines. The remote nature of the position allows for some flexibility in working hours, but candidates must be available during core business hours to provide timely support to restaurant partners.

🎯 Team & Company Context

🏢 Company Culture

Industry: Craver operates in the restaurant technology industry, focusing on transforming customer engagement for quick-service restaurants and coffee shops across North America. This role will allow you to work at the intersection of technology and the hospitality industry, driving innovation in restaurant technology.

Company Size: Craver is a leading provider of custom-branded mobile apps for the restaurant industry, with a focus on features like loyalty & rewards, subscription services, and single tap reordering. As a mid-sized company, Craver offers the benefits of a startup environment, with the stability and resources of an established organization.

Founded: Craver was founded in 2015, with a mission to revolutionize customer engagement in the restaurant industry. The company has since grown to become a trusted partner for restaurants looking to enhance their customer experience through mobile technology.

Team Structure:

  • The technical support team at Craver is responsible for providing high-quality, timely support to restaurant partners, ensuring seamless customer experiences across Craver's SaaS platform.
  • The team works closely with development teams to escalate and resolve complex platform bugs and feature requests, driving continuous improvement in the Craver platform.
  • The team structure is designed to promote collaboration and knowledge-sharing, with a focus on empowering team members to grow their careers in the restaurant technology industry.

Development Methodology:

  • Craver follows Agile development methodologies, with a focus on iterative development and continuous improvement.
  • The development process involves regular sprint planning, code reviews, and testing to ensure high-quality software delivery.
  • Craver's CI/CD pipelines and automated deployment strategies ensure that updates and new features are released quickly and efficiently, minimizing downtime and maximizing customer satisfaction.

Company Website: craverapp.com

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level technical support position, requiring a strong foundation in SaaS platform support, mobile application troubleshooting, and API debugging. The ideal candidate will have 3+ years of relevant experience and be looking to grow their career in the restaurant technology industry.

Reporting Structure: The SaaS Technical Support Specialist will report directly to the Technical Support Manager, who is responsible for overseeing the technical support team and ensuring high-quality customer support across Craver's SaaS platform.

Technical Impact: This role has a significant impact on Craver's ability to provide high-quality, timely support to restaurant partners, ensuring seamless customer experiences across the Craver platform. The ideal candidate will be able to resolve complex technical issues quickly and efficiently, minimizing downtime and maximizing customer satisfaction.

Growth Opportunities:

  • Growth opportunity 1: With 3+ years of experience in technical support, the ideal candidate for this role will be well-positioned to take on more senior roles within Craver's technical support organization, such as Technical Support Team Lead or Manager.
  • Growth opportunity 2: As Craver continues to grow and expand its platform, there will be opportunities for the SaaS Technical Support Specialist to specialize in specific areas of the platform, such as API integrations or data synchronization.
  • Growth opportunity 3: The fast-paced, innovative nature of Craver's restaurant technology industry provides ample opportunities for the ideal candidate to grow their career in the broader technology industry, potentially moving into roles such as Software Developer, DevOps Engineer, or Technical Project Manager.

🌐 Work Environment

Office Type: Craver is a remote-first company, with a focus on fostering a collaborative and inclusive work environment for team members across North America.

Office Location(s): As a remote-first company, Craver does not have a physical office location. Team members are free to work from their home office or any other location that suits their needs, provided they have a stable internet connection and a suitable workspace.

Workspace Context:

  • Workspace aspect 1: Craver's remote work environment allows team members to maintain a healthy work-life balance, with the flexibility to work from home or any other location that suits their needs.
  • Workspace aspect 2: Craver provides team members with the necessary tools and resources to perform their jobs effectively, including laptops, software, and access to collaborative workspaces like Slack and Microsoft Teams.
  • Workspace aspect 3: Craver's remote work environment fosters a culture of collaboration and knowledge-sharing, with regular team meetings and one-on-one check-ins to ensure that team members feel connected and supported.

Work Schedule: Craver's standard workweek is 40 hours, with flexibility for maintenance windows and project deadlines. The remote nature of the position allows for some flexibility in working hours, but candidates must be available during core business hours to provide timely support to restaurant partners.

📄 Application & Technical Interview Process

Interview Process:

  • Process step 1: Technical screening to assess your problem-solving skills and familiarity with SaaS platforms, mobile application support, and API troubleshooting.
  • Process step 2: Behavioral interviews to evaluate your communication skills, customer focus, and ability to work collaboratively in a remote team environment.
  • Process step 3: Final interviews with key stakeholders to assess your cultural fit and alignment with Craver's mission and values.

Portfolio Review Tips:

  • Portfolio tip 1: Highlight your experience with SaaS platform troubleshooting, mobile application support, and API debugging, providing specific examples of complex technical issues you've resolved.
  • Portfolio tip 2: Demonstrate your ability to conduct root cause analysis and document solutions, showcasing your attention to detail and commitment to continuous improvement.
  • Portfolio tip 3: Showcase your experience with ticketing systems and customer support platforms, highlighting your ability to manage and prioritize support tickets effectively.

Technical Challenge Preparation:

  • Challenge preparation 1: Familiarize yourself with Craver's SaaS platform, mobile applications, and API documentation, ensuring you have a solid understanding of the technology stack and support processes.
  • Challenge preparation 2: Brush up on your problem-solving skills and be prepared to discuss your approach to troubleshooting complex technical issues in a remote work environment.
  • Challenge preparation 3: Prepare for behavioral interviews by reflecting on your experience with customer support, mobile application support, and API debugging, and be ready to discuss your approach to challenging situations.

ATS Keywords: (See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, at the end of this document.)

🛠 Technology Stack & Web Infrastructure

SaaS Platform & API Technologies:

  • SaaS Platform: Craver's SaaS platform is built on a modern technology stack, utilizing cloud-based infrastructure and scalable architecture to ensure high availability and performance.
  • API: Craver's API is a RESTful API built using industry-standard best practices, allowing seamless integration with third-party services and applications.
  • Mobile Applications: Craver's mobile applications are built using native iOS and Android development frameworks, ensuring a high-quality user experience across a wide range of devices.

Development & DevOps Tools:

  • Version Control: Craver uses Git for version control, with a focus on collaborative development and code reviews to ensure high-quality software delivery.
  • CI/CD Pipelines: Craver's CI/CD pipelines are built using industry-standard tools like Jenkins and CircleCI, ensuring automated deployment and minimal downtime.
  • Monitoring Tools: Craver uses monitoring tools like New Relic and Datadog to ensure high availability and performance across its SaaS platform and mobile applications.

📝 Enhancement Note: Craver's technology stack is designed to be scalable, secure, and performant, allowing the SaaS Technical Support Specialist to troubleshoot complex technical issues quickly and efficiently.

👥 Team Culture & Values

Web Development Values:

  • Web development value 1: Craver values a customer-centric approach to technical support, with a focus on providing high-quality, timely support to restaurant partners.
  • Web development value 2: Craver values continuous improvement, with a focus on learning from past experiences and driving innovation in the restaurant technology industry.
  • Web development value 3: Craver values collaboration and knowledge-sharing, with a focus on empowering team members to grow their careers in the restaurant technology industry.
  • Web development value 4: Craver values a data-driven approach to decision-making, with a focus on leveraging data and analytics to inform technical support strategies and improve customer satisfaction.

Collaboration Style:

  • Collaboration approach 1: Craver's remote work environment fosters a culture of collaboration and knowledge-sharing, with regular team meetings and one-on-one check-ins to ensure that team members feel connected and supported.
  • Collaboration approach 2: Craver's Agile development methodologies encourage cross-functional collaboration between technical support, development, and product teams, ensuring that customer feedback is incorporated into the development process.
  • Collaboration approach 3: Craver's focus on continuous improvement encourages team members to share their knowledge and expertise with one another, driving a culture of learning and growth.

📝 Enhancement Note: Craver's team culture is designed to promote collaboration, knowledge-sharing, and continuous improvement, allowing the SaaS Technical Support Specialist to grow their career in the restaurant technology industry.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Web development challenge 1: Troubleshooting complex platform functionality, API integrations, and system-specific issues in a remote work environment.
  • Web development challenge 2: Conducting root cause analysis for recurring technical issues and documenting solutions to ensure continuous improvement in Craver's SaaS platform.
  • Web development challenge 3: Providing high-quality, timely support to restaurant partners across a wide range of devices and platforms, ensuring seamless customer experiences.
  • Web development challenge 4: Staying up-to-date with the latest trends and best practices in the restaurant technology industry, driving innovation in Craver's SaaS platform and mobile applications.

Learning & Development Opportunities:

  • Learning opportunity 1: Craver offers professional development opportunities in a fast-growing startup, allowing the SaaS Technical Support Specialist to grow their career in the restaurant technology industry.
  • Learning opportunity 2: Craver's focus on continuous improvement encourages team members to learn from past experiences and drive innovation in the restaurant technology industry.
  • Learning opportunity 3: Craver's remote work environment fosters a culture of collaboration and knowledge-sharing, allowing team members to learn from one another and grow their careers in the restaurant technology industry.

📝 Enhancement Note: Craver's technical challenges and learning opportunities are designed to promote growth and development in the restaurant technology industry, allowing the SaaS Technical Support Specialist to build a successful career in the field.

💡 Interview Preparation

Technical Questions:

  • Technical question 1: Describe your experience with SaaS platform troubleshooting, mobile application support, and API debugging. Provide specific examples of complex technical issues you've resolved and the tools you used to diagnose and resolve them.
  • Technical question 2: How do you approach conducting root cause analysis for recurring technical issues? Describe your process for documenting solutions and ensuring continuous improvement in Craver's SaaS platform.
  • Technical question 3: How do you ensure high-quality, timely support to restaurant partners across a wide range of devices and platforms? Describe your approach to managing and prioritizing support tickets in a remote work environment.

Company & Culture Questions:

  • Technical question 4: How do you stay up-to-date with the latest trends and best practices in the restaurant technology industry? Describe your approach to driving innovation in Craver's SaaS platform and mobile applications.
  • Technical question 5: How do you collaborate with development teams to escalate and resolve complex platform bugs and feature requests? Describe your approach to working in a remote team environment and ensuring high-quality software delivery.
  • Technical question 6: How do you measure the success of Craver's technical support strategies? Describe your approach to tracking and reporting on key support metrics, such as response times, resolution rates, and customer satisfaction.

Portfolio Presentation Strategy:

  • Presentation strategy 1: Highlight your experience with SaaS platform troubleshooting, mobile application support, and API debugging, providing specific examples of complex technical issues you've resolved.
  • Presentation strategy 2: Demonstrate your ability to conduct root cause analysis and document solutions, showcasing your attention to detail and commitment to continuous improvement.
  • Presentation strategy 3: Showcase your experience with ticketing systems and customer support platforms, highlighting your ability to manage and prioritize support tickets effectively in a remote work environment.

📝 Enhancement Note: Craver's interview process is designed to assess the SaaS Technical Support Specialist's technical skills, problem-solving abilities, and cultural fit, allowing the ideal candidate to make a significant impact in the restaurant technology industry.

📌 Application Steps

To apply for this SaaS Technical Support Specialist - Platform & API (Canada, Remote) position:

  1. Submit your application through the application link provided on the job listing.
  2. Concrete preparation step 1: Tailor your resume and portfolio to highlight your experience with SaaS platform troubleshooting, mobile application support, and API debugging, providing specific examples of complex technical issues you've resolved.
  3. Concrete preparation step 2: Research Craver's SaaS platform, mobile applications, and API documentation, ensuring you have a solid understanding of the technology stack and support processes.
  4. Concrete preparation step 3: Prepare for technical interviews by brushing up on your problem-solving skills and reflecting on your experience with customer support, mobile application support, and API debugging.
  5. Concrete preparation step 4: Prepare for behavioral interviews by reflecting on your approach to challenging situations and your commitment to continuous improvement in the restaurant technology industry.

> ⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Comprehensive List of Web Development and Server Administration-Relevant Keywords for Resume Optimization

Programming Languages:

  • JavaScript (ES6)
  • Python
  • Java
  • C#
  • C++
  • Ruby
  • PHP
  • Swift
  • Kotlin
  • Go
  • Rust
  • TypeScript
  • HTML5
  • CSS3
  • SQL
  • NoSQL (MongoDB, Cassandra, Redis)

Web Frameworks:

  • React
  • Angular
  • Vue.js
  • Node.js
  • Express
  • Django
  • Flask
  • Ruby on Rails
  • Laravel
  • Symfony
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  • Postman
  • cURL
  • Postgres
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  • Nginx
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  • Jenkins
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Application Requirements

3+ years of technical support experience in customer-facing roles with SaaS platforms is required. Proven mobile application support experience and hands-on experience with REST APIs are also necessary.