Technical Support Engineer - Insights

Technical Support Engineer, Insights

Canopy, Draper, UT

About Us

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to revolutionize the accounting space with modern, user-friendly software for a neglected industry. 

We aim to help our clients unlock the firm they’ve always wanted with our Practice Management Suite. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. And we just secured $70M in Series C funding to help us fulfill that mission.

Click here to see why our clients (and investors) love Canopy.

Interested in learning more about Canopy & the industry? Check out our blog here where you can find great information on our product features, industry news, practice management, and more!

The Opportunity

We are hiring a Technical Support Engineer focused on Insights, who will own data accuracy in our customers' hands and bring the technical judgment required to resolve our most complex escalations. Accounting firms run their practices on the data Canopy surfaces, and you will become the go-to expert on both that data and the workflows behind it.

This role will take the hardest Insights, Reporting, and Workflow escalations from our Technical Support and fellow Go-to-Market teams, including issues that currently go to our QA teams, and resolve them closer to the source. You will be embedded in the Engineering squads that own these areas, coach the team so fewer issues escalate, and help customers understand what their data is telling them.

Partnership is critical. This role blends deep technical investigation with consultative communication, and it sits at the intersection of Support, Engineering, Product, and Customer Success. We’re looking for someone who is curious, confident with data, and comfortable being the person both customers and engineers turn to. The success of this role will depend on the strength of cross-functional relationships combined with strong technical aptitude, and the ability to carry context in both directions so customers get answers sooner and every team works collaboratively.

This is a hybrid position in Draper, Utah (M, W, F in-office). 

What You’ll Do

• Serve as the primary technical partner to QA engineers, investigating, reproducing and resolving the Insights, Reporting and Workflows issues currently escalated from Technical Support to QA.
• Embed in the Engineering squads that own Insights, Reporting and Workflows, participating in standups, planning and refinement to stay aligned on priorities and upcoming releases.
• Take ownership of cases from triage to final resolution.
• Collaborate with Product, Engineering, and Technical Support to prioritize fixes, and communicate status updates to the TSE team, account teams and customers.
• Perform in-depth troubleshooting using SQL, logs, APIs and internal tools to determine root cause and distinguish true defects from data, configuration or usage issues.
• Trace reported figures back to their source to validate the accuracy of Insights and Reporting data.
• Diagnose Workflow and automation issues, including templates, triggers and recurring workflows.
• Produce clear, detailed bug reports and root-cause analyses, with reproduction steps, expected versus actual behavior alongside customer impact so Engineers can act quickly.
• Manage concurrent escalations and prioritize them by customer impact.
• Document solutions, known issues and troubleshooting playbooks, and coach Technical Support and Customer Support on techniques that resolve issues before they escalate.
• Identify recurring issues and trends, escalate patterns to Known Issues, and recommend improvements that reduce future escalations.
• Apply AI tools and workflows to accelerate investigation, case triage and documentation.

What We’re Looking For

• 4+ years of experience in a Technical Support, Support Engineering, Data Analytics, or Solutions Engineering role, with significant experience owning escalations in a B2B SaaS environment.
• Proven ability to investigate and resolve complex, escalated issues independently.
• Hands-on SQL experience, using joins and aggregations to investigate data discrepancies and trace a number in the product back to the database.
• Comfort with logs, browser dev tools, REST APIs and JSON, and diagnostic tools such as Datadog or Sentry.
• Experience as the subject matter expert for a product area, ideally reporting, analytics or workflows, trusted by both internal teams and customers.
• Experience troubleshooting workflow, automation or report configuration, and separating configuration problems from true bugs.
• Experience working directly with QA and Engineering teams, with a track record of writing clear bug reports that include reproduction steps, expected vs actual behavior, customer impact and steps to verify the fix.
• Skilled at explaining data to non-technical audiences: not just that the number is right, but why it looks how it does and why that matters.
• Excellent written and verbal communication skills, a strong analytical mindset and a bias toward ownership and follow-through.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Bonus Points If You Have

• Experience with BI or reporting tools (such as Looker, Tableau, PowerBI or Metabase), data modeling or data validation.
• Experience with accounting, tax, FinTech or practice-management software, or with accounting firms as customers.
• Experience with agile Engineering practices (sprint planning, standups, backlog refinement) and Engineering operations such as release cycles and incident response.
• Understanding of security fundamentals such as SSO/SAML, authentication vs. authorization, and SSL/TLS.
• Experience coaching or mentoring other team members

Why You Want to Work Here

🌴 Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays! 

❤️‍🩹 Health Benefits - including Medical, Dental, and Vision and an HSA Match. 

💰 401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

🧠 Mental Health -  all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

👶 Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

➕ Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

🌟 Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

🥳 Company Events - including monthly company-wide meetings, summer parties, and more.

💡 ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

☕ Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered. 

Our Values

We approach our work every day with a few things in mind:

🔑 Own - We own this place! We focus on outcomes, holding ourselves & each other accountable.

🏆 Win - We win by delighting our customers with the very best products and services.

👍 Do Good - We work hard to be good people!

💡 Embrace Curiosity & Candor - We approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

To learn more about us & our values, click here.

Interviewing @ Canopy

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit! 
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call. 

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end! 

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.