Job Description

Job Title :

Software Reliability Engineer

Location :

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. 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 Software Reliability Engineer handles issue intake, resolution, and manages escalations to Product Engineering, QA, or other technical teams. They work closely with Product Management to address key issues promptly.



The role also defines and tracks reliability standards (SLA/SLOs), implements monitoring tools, and ensures continuous improvement of service reliability.



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.

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. 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:



Building a diverse and inclusive team, supporting career growth and development. Competitive base salaries. Share Appreciation Rights program for salaried employees. Paid vacation days and sick days. An employee charitable donation program. Hotel and travel discounts. Comprehensive benefits package including extended health, vision, dental, Health Spending Account, TeleDoc, Employee Assistance Program, Life, Long-term Disability, AD&D, and Critical Illness Insurance. Located in beautiful Eau Claire in downtown Calgary, within a 5-minute walk to Prince's Island Park Company-hosted events, and a game room. Ability to join our Social Club and join colleagues for fun events such as golf, bowling, curling, stampede events and more. Free access to the Aspen Properties Fitness Centers.



LodgeLink is a Black Diamond Group company. Learn more: www.lodgelink.com



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: www.blackdiamondgroup.com

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






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