Support Engineer

Location:  Revelstoke, BC

Department: Customer Support

Reports to: Customer Support Manager (with strong collaboration with Engineering)

About Cronometer

Cronometer is the most accurate, comprehensive nutrition tracking app on the market. We empower people to make informed decisions about their health and wellness using data they can trust. With over 15 million users and growing fast, we're passionate about building reliable, high-quality tools that support better health outcomes.

The Role

As Cronometer continues to scale, the technical complexity of user-reported issues is increasing. We're hiring a Support Engineer to act as the connective tissue between Customer Support (CS) and Engineering by transforming user-reported problems into clear, reproducible, data-backed technical issues that can be acted on quickly and confidently.

This newly created role sits within the CS team and works in close collaboration with Engineering. You will play a critical role in improving escalation quality, reducing time to resolution, and ensuring Engineering and Quality Assurance (QA) can focus on fixes and preventing issues, rather than untangling incomplete or unclear reports.

The ideal candidate is a technically curious, user-focused problem-solver who enjoys digging into complex systems, thrives in ambiguity, and takes pride in producing clear, well-structured investigations. While this role is primarily internal facing, you may occasionally engage directly with users when it improves issue reproduction or validation.

What you'll be doing

Turn user issues into engineering-ready issues. Investigate, reproduce, and validate complex bugs across web, iOS, and Android. Analyse logs, device details, account state, and metrics using debugging, observability, and diagnostic tools (for example DataDog, Sentry, CloudWatch or similar) to identify root cause and produce clear, actionable bug reports.

Improve technical escalation quality. Triage and escalate product bugs to Engineering using GitHub, ensuring high-quality repro steps, logs, impact context, and accurate representation of user-reported behaviour. Represent CS in ops reviews and postmortems by providing strong investigation findings and technical clarity.

Reduce issue cycle time and rework. Decrease back-and-forth with Engineering and QA through stronger upfront investigation, clearer documentation, and consistent escalation standards. Validate fixes and confirm issues are resolved as expected.

Build technical capability within CS. Create and maintain high-quality troubleshooting guides, escalation templates, and investigation standards in collaboration with CS leadership and QA. Document common failure patterns, workarounds, and best practices to enable repeatable investigations.

Improve processes. Identify gaps in tooling, diagnostics, and data availability that slow investigations, and contribute to improvements in technical workflows, templates, and systems that improve escalation quality, signal-to-noise, and time to resolution.

What you bring to the table

• 3–6+ years of experience in support engineering, technical support, QA, application support, or a related technical role
  
• Strong technical troubleshooting skills and systems thinking across web and mobile applications, including application and networking layers
  
• Experience investigating and reproducing complex issues using logs, analytics platforms, APIs, and debugging tools (such as Postman, browser dev tools)
  
• Ability to break down ambiguous problems into testable hypotheses and carry investigations through to escalation readiness
  
• Experience producing clear, structured technical reports and engineering-ready bug documentation
  
• Experience contributing to internal documentation, playbooks, or troubleshooting guides
  
• Familiarity with technical escalation workflows and issue tracking systems such as GitHub or Jira
  
• Ability to work independently, manage multiple investigations, and stay aligned with team priorities
  
• Clear communicator who can collaborate effectively with both technical and non-technical teammates

Nice to haves

• Experience working with feature flags, release processes, or incident management workflows
  
• Scripting or programming skills
  
• Prior customer-facing experience and experience with Customer Support platforms (e.g. Zendesk or similar)
  
• Background or strong interest in nutrition and health

Compensation and Benefits

• Base annual salary: $75,000 – $88,000 + employee bonus program
  
• Comprehensive health and dental benefits
  
• Company RRSP
  
• Employee Stock Option Plan
  
• 3 weeks paid time-off
  
• Company mobile phone + phone plan
  
• Annual Fitness device rebate

Location

Revelstoke, British Columbia

Department

Customer Support

Employment Type

Full-Time

Minimum Experience

Mid-level

Compensation