OverviewDuties and Responsibilities
Responsibilities

Provide first, second and third-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 and deploy tools and scripts to automate and streamline support workflows and enhance system performance.
Proactively identify opportunities for automation, system resilience, and alerting in customer-facing and internal applications.
Define, measure, and monitor SLAs / SLOs for critical services.
Implement observability practices (metrics, logging, tracing) to track reliability and performance.
Collaborate with product and engineering teams to design for reliability and resilience.
Analyze support data to uncover patterns, root causes, and propose systemic solutions across departments.
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

Experience and Education: 4+ years of experience in a technical support or engineering role, specializing in web-based applications and business systems. Bachelor’s in Computer Science or a related field.
Technical Skills:

Proficiency in JavaScript, TypeScript, Go or similar languages, with hands-on experience using React, GraphQL, and Node.js.
Experience writing and debugging SQL queries to support database-related troubleshooting and reporting.
Familiarity with CI / CD pipelines, basic DevOps principles, and RESTful APIs.
Understanding of web services and application integrations.
ERP Integration experience, specifically with NetSuite API, and scripting for business process automation is an asset.


Tools & Processes:

Experience with ticketing systems and support processes and tools such as JIRA.
Strong troubleshooting and debugging skills in complex technical environments.
Exposure to ITIL / ITSM practices or formal incident-management frameworks.
Experience with monitoring and observability platforms (e.g., Azure Monitor, App Insights, Prometheus, Grafana) for tracking service reliability.


Soft Skills:

Strong communication skills, with the ability to explain technical concepts effectively to non-technical users.
Strong relationship-building skills.
Ability to collaborate across teams and manage priorities in a dynamic environment.



About LodgeLink
LodgeLink, a Black Diamond Group company headquartered in Calgary, Alberta, Canada, is a digital marketplace and ecosystem for crew travel, focused on transforming workforce travel through technology.
Rewards & Benefits
LodgeLink Total Rewards includes competitive base salaries, paid time off, insurance, wellness programs, and various employee benefits. Details provided by the company and site content may vary by location and role.
Address & Diversity
Located in Eau Claire, downtown Calgary; LodgeLink is an Equal Opportunity Employer. We are committed to diversity, equal opportunity, and an inclusive environment. Accommodation for applicants with disabilities is available upon request during the recruitment process.
Company: LodgeLink | Equal Opportunity Employer | Black Diamond Group
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