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- Employment type
- Full-time
- Experience level
- Mid-level · 2+ years
- Posting language
- English
- Working hours
- 40 hours per week
- Office presence
- 3 days per week
- Location requirements
- Country, Canada
Job summary
The Support and Integration Engineer will provide technical support for learning platforms and manage client integrations including SSO and API configurations. They will also act as a liaison between support and product teams to drive AI automation and improve product development through actionable technical insights.
Job details
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.
What you’ll do
The Support and Integration Engineer will provide technical support for learning platforms and manage client integrations including SSO and API configurations. They will also act as a liaison between support and product teams to drive AI automation and improve product development through actionable technical insights.
Requirements
Candidates should have experience in technical support or integration engineering, ideally within the SaaS or EdTech sectors. Strong diagnostic skills, familiarity with integration standards like LTI and SAML, and experience with AI tools for process automation are required.
Listed skills
- Technical Support · Preferred
- Troubleshooting · Preferred
- Agile · Preferred
- Documentation · Preferred
Other relevant skills
Identified from the job description. Confirm important requirements above.
- Technical Support
- Integration Engineering
- SaaS
- EdTech
- Troubleshooting
- API
- SSO
- SAML
- LTI
- OneRoster
- Clever
- Classlink
- AI Automation
- Agile
- Documentation
- Bug Diagnosis
- Self-Starter
- AI in Diagnostics
- Sprint Planning
- Technical Issues
- Product Backlog Grooming
- Workflow Management
- Organizational Skills
- Application Programming Interface (API)
- Agile Methodology
- Artificial Intelligence
- Automation
- Customer Support
- Business Process Automation
- Customer Service
- Software As A Service (SaaS)
- Internal Documentation
- Learning Platforms
- New Product Development
- Operations
- Security Assertion Markup Language (SAML)
- Single Sign-On (SSO)
- Triage
- Troubleshooting (Problem Solving)
- Verbal Communication Skills
- Network Routing
- Coordinating
- Prioritization
- Chatbot
- Diagnostic Skills
Job areas
- Technology
- Customer Service & Support
- Software
- Education
- Engineering
- Integration Support Engineer
- Systems Integration Engineer / Specialist
- Systems Analysts
- Computer Systems Engineers/Architects
- Computer Occupations, All Other