Technical Support Engineer

Location: After 90 days, this role is required to be in-office in Kelowna full-time

About Martell Group

The Martell Group exists to build people, brands, and ventures that create meaningful impact. Across our four companies, we combine audience, operators, and execution to launch scalable products and empower ambitious leaders in Media, B2B SaaS, and AI.

Founded by serial entrepreneur and investor Dan Martell (investor in Udemy, Intercom, and Unbounce), we’re building a company that values leadership, growth, and simplicity, and we’re looking for people who live those values too.

Our goal is to attract world-class talent and align people where their impact is greatest. When you apply to Martell Group, you’ll automatically be considered for all open roles across our companies, not just the one you applied for.

Why you shouldn't work here – Radical Transparency from our CEO

The Role

We’re hiring a full-time Technical Support Engineer to own the customer support queue end to end. The majority of tickets fall into a few recurring patterns - API key and billing issues with third-party providers, container connectivity problems, config sync failures, and memory/continuity bugs - but the debugging can get deep. You’ll need to be comfortable working in Linux environments, reading container logs, querying databases, and reasoning through multi-stage systems to find where something broke.

This isn’t a “restart it and close the ticket” role. Our highest-frequency issue (third-party API key failures) requires understanding the difference between “our platform broke something” and “your API provider account ran out of credits.” Our hardest issues involve diagnosing connectivity failures across distributed infrastructure, and figuring out which component in the chain dropped. You’ll need strong diagnostic instincts and the patience to work through ambiguous symptoms.

What You’ll Do

• Triage and resolve customer support tickets across ~10 issue categories
• Prioritize issues based on frequency and customer impact
• Diagnose third-party API key and billing issues (Anthropic, OpenAI, Brave Search)
• Debug container connectivity and reachability across different deployment types
• Investigate agent memory loss and continuity failures
• Trace configuration delivery issues through the deployment pipeline
• Verify browser automation tools function correctly inside containers
• Identify functionality breaks caused by upstream package updates
• Analyze health monitoring data to distinguish real outages from false alarms
• Guide customers in checking billing dashboards and API console settings when issues are on their side
• Escalate issues with clear, well-documented findings when platform fixes are required

• 2 to 4 years of experience in technical support, DevOps, SRE, or similar roles
• Strong Linux command-line skills
• Comfortable with SSH, Docker, and basic shell scripting
• Familiarity with AWS services
• Experience querying relational databases
• Ability to read TypeScript or Node.js code to trace logic and debug issues
• Strong written communication skills for customer tickets and internal GitHub documentation

• Experience with network tunneling or proxy setups
• Familiarity with LLM API providers (Anthropic, OpenAI), including billing, rate limits, and tiers
• Experience with container orchestration beyond basic Docker