This role involves providing Tier 1/2 technical support for a SaaS platform, troubleshooting API integrations, and addressing technical issues for restaurant partners.
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
Top Skills
Android
Curl
iOS
Postman
Rest Apis
SaaS
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