Senior Application Support Engineer (Remote Ontario)

The Senior Application Support Developer is responsible for troubleshooting incoming support tickets, maintaining and developing software and tools to support the implementation project, and handling bug fixes and enhancements to the existing implementation.

This may include working on cloud infrastructure, Helm charts, Azure pipelines, Java source code, configuration files, etc.

This position works closely with the client as well as our internal development and QA teams to support the product.

This position will include on-call rotation for Tier 2 issue support.

• Provide advanced technical support by partnering with Tier 1 and Tier 2 Service Desk teams to diagnose, troubleshoot, and resolve complex customer incidents, participating in major incident response and root cause analysis as needed.
• Analyze business, product, and customer requirements to design scalable, maintainable, high-performing, and interoperable technical solutions while ensuring alignment with architectural standards and best practices.
• Collaborate cross-functionally with Product, Engineering, Support, and other stakeholders to design, develop, test, implement, and support enhancements and defect fixes.
• Lead technical decision-making by evaluating emerging technologies, recommending improvements to tools, frameworks, coding standards, and software development practices, and driving continuous improvement initiatives.
• Provide technical leadership and mentorship to developers and Tier 1/Tier 2 support teams by sharing best practices, troubleshooting techniques, debugging strategies, performance optimization, and operational procedures.
• Break down technical work, provide guidance on implementation approaches, and serve as the primary technical escalation point for project issues, delivery status, and complex production challenges.
• Maintain and enhance development frameworks, technical documentation, and operational procedures to ensure knowledge sharing and long-term maintainability.
• Ensure all delivered solutions meet security, privacy, quality, performance, and architectural standards while complying with organizational policies and industry best practices.
• Coach and mentor junior developers and co-op students through code reviews, technical guidance, and career development.
• Participate in an on-call production support rotation and provide after-hours support for critical production incidents, ensuring timely resolution and minimal customer impact.