Senior Software Engineer, Builders (Toronto)

About the Role

Senior Software Engineer on the Builders squad. You will respond to critical customer issues, investigate root causes, and prevent recurrence. The role reports to the CPO and operates at the highest priority level in the company. What You’ll Do

Triage and resolve high‑priority customer escalations across our product—diagnosing issues quickly, communicating clearly, and shipping reliable fixes. Own the full lifecycle of an escalation: from initial investigation and customer‑facing updates to root cause analysis and long‑term remediation. Work cross‑functionally with CS, product, and other engineering teams to gather context and coordinate fixes. Identify recurring patterns in escalations and drive systemic improvements—better monitoring, cleaner failure modes, and improved error handling. Own the product scope of your fixes: define what a complete resolution looks like, consider the customer experience holistically, and flag when an issue reveals a deepe...