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

About Craver: Craver is a leading provider of custom-branded mobile apps for the restaurant industry, specializing in features like loyalty & rewards, subscription services, and single tap reordering. We are dedicated to transforming customer engagement for quick-service restaurants and coffee shops across North America.

The Role We're seeking an experienced SaaS Technical Support Specialist with 3+ years of hands-on SaaS Platform and API support experience. You'll be the technical expert helping restaurant partners resolve complex platform issues, troubleshoot API integrations, and ensure seamless customer experiences.

What You'll Do

• Provide Tier 1/2 technical support for SaaS platform across iOS and Android and Web applications
• 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 and document solutions
• Collaborate with development teams on escalated platform bugs and feature requests
• Maintain detailed technical documentation and contribute to knowledge base development
• Track and report on key support metrics (response times, resolution rates, customer satisfaction)

Requirements

• 3+ years of technical support experience in customer-facing roles with SaaS platforms
• 3+ years of professional experience working in Canada (recent and continuous)
• 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 Qualifications

• 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

Benefits

• Competitive salary: $50,000 - $75,000
• Comprehensive benefits package
• Professional development opportunities in a fast-growing startup
• Direct impact on restaurant technology transformation

• Application Requirements Your application must include:
• Detailed examples of SaaS platform troubleshooting experience
• Specific examples of API testing/debugging experience (tools used, types of issues resolved)
• Specific metrics or achievements from previous technical support roles
• Clear documentation of 3+ years Canadian work experience

Originally posted on Himalayas