Aproove is a SaaS product company building software that helps teams collaborate, review, and approve work efficiently. We're entering an exciting period - refining our customer-facing product with a new design, modernizing our backend, extending our public API, and expanding AI features to deliver new value to our customers.
We're a small, focused team where everyone has meaningful ownership of the work they ship. If you enjoy solving real customer problems with code, working close to the product, and seeing your impact reach users quickly, you'll feel at home here.
The role
We're hiring a Support & Implementation Engineer with a strong PHP development background to operate as our Level 3 technical escalation point, build custom implementations for our customers, and contribute to the work of the engineering team.
This is a hybrid role - part technical support, part hands-on implementation and development. On any given day, you might be diagnosing a complex production issue escalated from L1 or L2, building a custom report for an enterprise customer, delivering a bespoke implementation, contributing to a backend improvement on the core product, or helping the engineering team ship a feature. We see this role as a genuine engineering position with a strong customer focus, not a traditional support role.
What you'll do
- Operate as the Level 3 technical escalation point - investigating, diagnosing, and resolving the most complex customer-reported issues that need engineering depth.
- Deliver custom implementations for customers, including custom reporting, integrations, and tailored configurations.
- Reproduce, debug, and fix issues in the Aproove codebase - working hands-on with our PHP backend / React front-end and supporting services.
- Partner with Levels 1 and 2 support to escalates tickets, share knowledge, and help raise the team's technical capability.
- Contribute to the engineering team's roadmap.
- Identify recurring support patterns and propose product or code-level changes that reduce future ticket volume.
- Document customer implementations, technical fixes, and run-books so that knowledge stays in the team.
- Collaborate with Product, Customer Success, and Engineering to ensure customer issues feed back into the product roadmap.
- Actively leverage AI tools as part of your daily workflow - for debugging, code generation, log analysis, and report scripting.
What we're looking for
Must have
- 3+ years of professional PHP development experience.
- Prior experience in a technical support, Level 3 escalation, or implementation engineering role.
- Strong debugging skills - reading logs, reproducing edge cases, and isolating root causes in unfamiliar code.
- Solid grounding in MySQL or PostgreSQL - comfortable writing complex SQL queries for custom reporting and investigation.
- Experience working with REST APIs.
- Comfortable with Git and modern collaborative engineering workflows.
- Strong written communication - able to translate technical issues into clear updates for customers, support colleagues, and engineers.
- A genuine interest in solving customer problems, not just closing tickets.
- Active, daily use of AI tools in your engineering workflow.
- Strong written and spoken English communication skills. Spoken French.
Nice to have
- Experience working in a SaaS product environment.
- Front-end experience with React or other modern JavaScript frameworks.
- Familiarity with Azure cloud services or similar cloud platforms.
- Experience building reporting solutions - dashboards, exports, or BI integrations.
- Exposure to customer success tooling (Jira Service Management) or similar ticketing systems.
- Bilingual (English / French).
What we offer
- A genuinely technical role with real engineering work, not just ticket triage.
- A small, focused team where your work is visible to customers and colleagues quickly.
- An AI culture and the latitude to choose the right tools for the job.
- Competitive base salary, benefits package, and paid vacation.
- Hybrid working arrangement based in Montréal.
- Budget for AI tooling, learning, and professional development.
- Direct collaboration with the engineering team, Product, and Customer Success.
Apply
If this role sounds like you, we'd love to hear from you. Send us your CV, a brief note about why you're interested, and links to any work you'd like to share (GitHub, side projects, published work).
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