What are the responsibilities and job description for the Support Engineer position at Black Diamond Group?
Support Engineer
Calgary, AB
About the Role
We're Hiring for a Support Engineer in Calgary, AB. This role is hybrid.
As part of LodgeLink's Product Technology team, the Support Engineer plays a vital role in ensuring the seamless operation of our customer-facing platforms and internal business applications. This role is essential for maintaining system reliability and supporting both engineering and business teams, with significant visibility across the organization. Acting as the first point of contact, the Support Engineer manages level 1 and 2 support requests for the LodgeLink.com portals and internal business applications, handling issue intake, resolution, and managing escalations to Product Engineering, QA, or other technical teams. They work closely with Product Owners to address key issues promptly.
The ideal candidate is a proactive problem solver with a passion for ensuring system reliability and delivering outstanding support. They excel at building relationships, thinking critically, and crafting solutions. This individual is skilled at managing multiple priorities, collaborating effectively with technical and non-technical teams, and earning trust through credibility and results. They will have experience supporting both software and applications, with skills in hands-on development in Javascript / Typescript languages.
Duties and Responsibilities
- Provide first and second-level technical support for LodgeLink's key web-based platforms, integrations, and business applications.
- Troubleshoot, diagnose, and resolve complex technical issues reported by internal business users, QA teams, and engineers.
- Collaborate with engineering teams to escalate, communicate, and resolve high-impact incidents efficiently.
- Develop tools and scripts to streamline support workflows and enhance system performance.
- Document support processes, common issues, and resolutions to build a robust internal knowledge base.
- Partner with cross-functional teams to ensure seamless platform integrations and continuous improvements.
- Perform additional duties and participate in projects as needed.
Qualifications
4 years of experience in a technical support or engineering role, specializing in web-based applications and business systems.
Proficiency in JavaScript and TypeScript or similar languages, with hands-on experience using React, GraphQL, and Node.js preferred.
Experience with ticketing systems and support processes and tools.
Strong communication skills, with the ability to explain technical concepts effectively to non-technical users.
About LodgeLink
LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada is more than just a digital marketplace and ecosystem for crew travel; we're a caring tech company on a mission to transform workforce travel. Our digital platform is the key to unlocking seamless solutions for finding, booking, and managing crew travel and accommodation needs. Powered by a growing network of hotel and lodge partners, we address the unique challenges of crew travel, applying technology to streamline the entire process from booking to management, payments, and cost reporting. At LodgeLink, we're not just saving our customers time and money; we're changing the future of workforce (crew) travel - for the better.
United by our vision to be THE ecosystem for workforce travel, our values reflect our commitment to collaboration, agility, dependability, inventiveness, and audacity. As a diverse and inclusive team, we come together, sharing ideas, building disruptive technology, and tackling complex problems. Our relentless pursuit to deliver value and superior customer experiences is inspired by a collective passion to 'Create A Better Way' for all.
At LodgeLink, we're seeking exceptional team players with an entrepreneurial spirit to contribute to our rapid growth. If you crave a career, not just a job, we could be the perfect fit.
LodgeLink Total Rewards | Caring for our team is a priority, and we're pleased to provide these benefits :
Company-hosted events, game room and golf simulator.
LodgeLink is a Black Diamond Group company. Learn more :
Black Diamond Group is a publicly traded company with 20 years of experience in modular space and workforce solutions, and operations across Canada, the United States, and Australia. Learn more :
We are an Equal Opportunity Employer
Black Diamond Group is committed to diversity, equal opportunity and ensuring that our employees can thrive in an inclusive environment. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, national origin, age, disability, or any other legally protected factors. Accommodation for applicants with disabilities is available upon request during the recruitment process.
Company : LodgeLink
