Software Reliability Engineer

Join to apply for the Software Reliability Engineer role at LodgeLink Job Title : Software Reliability EngineerLocation : Calgary, AB (4 days in office, 1 flex day) About The Role As part of LodgeLink’s Product Technology team, the Software Reliability Engineer plays a vital role in ensuring the seamless operation of our customer-facing platforms and internal business applications. This role sits at the intersection of site reliability engineering and advanced application support for our LodgeLink platform. The Software Reliability Engineer delivers high-availability, high-performance services while acting as the Levels 1-3 escalation point for complex customer-facing issues. They blend code-driven reliability work (automation and observability) with deep product knowledge to diagnose, remediate, and prevent production incidents and resolve application support issues. Duties And 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 Required 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. Good to have : Experience supporting applications in Microsoft Azure or similar cloud environments is an asset 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. Qualifications 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. 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. 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. #J-18808-Ljbffr