Senior Software Developer, Application Support

About the role

Zensurance is seeking a senior technical lead to join the Application Support team and manage complex platform escalations. You will diagnose issues, perform code-level fixes, and implement deployments while mentoring team members to improve overall support capabilities. In this capacity, you will serve as the primary escalation point for Tier 3+ incidents requiring deep technical investigation and resolution. You will analyze and modify production codebases across various engineering domains to resolve critical issues as they arise. You will own the full lifecycle of a fix, from root cause diagnosis through to final production deployment and validation. You will build and maintain runbooks and documentation to decrease resolution times for recurring issues and streamline team workflows. You will analyze incident data to identify trends and propose improvements to workflows and internal tooling to prevent future occurrences. You will mentor support staff and collaborate with Engineering Leadership to elevate the technical standard of the team and foster a culture of continuous improvement.

Key facts

What you'll do

• Act as the primary escalation point for Tier 3+ incidents requiring deep technical investigation and resolution.
• Analyze and modify production codebases across various engineering domains to resolve complex issues efficiently.
• Own the full lifecycle of a fix, from root cause diagnosis to final production deployment and successful monitoring.
• Build and maintain comprehensive runbooks and documentation to decrease resolution times for recurring issues.
• Analyze incident data to identify systemic trends and propose actionable improvements to workflows and internal tooling.
• Mentor support staff and collaborate with Engineering Leadership to elevate the technical standard and capabilities of the team.
• Manage ticket resolution in alignment with established Broker Support SLAs to ensure compliance and high service standards.
• Leverage extensive full-stack proficiency to troubleshoot issues spanning the entire application stack.
• Collaborate with cross-functional teams to coordinate fixes and communicate status updates effectively.
• Contribute to the development of best practices and standards for application support within the organization.

Requirements

• Hold a University degree or college diploma in a technical, vocational, or academic program, preferably in Computer Science or Engineering, or equivalent professional experience.
• Bring a minimum of 5 years of experience developing complex web or mobile applications in a professional environment.
• Demonstrate a proven background in architecting and modifying large-scale software systems that handle significant complexity.
• Show extensive full-stack proficiency using Node, AWS, and the TypeScript ecosystem in production settings.
• Exhibit strong communication skills and a collaborative approach to problem-solving with diverse stakeholders.
• Demonstrate a committed focus on knowledge sharing and continuous professional growth to stay current with industry trends.
• Thrive in a fast-paced environment where prioritization and adaptability are essential for success.
• Work effectively both independently and as part of a distributed team, maintaining accountability and ownership.
• Apply analytical thinking to diagnose issues and develop efficient, maintainable solutions under pressure.
• Align with company values and contribute positively to the team culture and remote-first working environment.

Nice to have

• Experience working with React to build user interfaces and integrate with existing front-end architectures.

Skills & tools

• Node
• TypeScript
• AWS
• React

Practical notes

• This is a remote-first role located within Canada, allowing for flexibility in work location while maintaining team connectivity.
• Full-time engagement with standard working hours applies, with considerations for flexible scheduling where possible.
• Candidates are welcome to use AI for interview preparation, but please refrain from using AI tools during live interviews to ensure authentic assessment.
• The selection process will evaluate technical proficiency, problem-solving abilities, and alignment with team collaboration expectations.
• Benefits include flexible health and dental plans, mental health support, and health/personal spending accounts to support overall well-being.
• The company provides a home office allowance and an office-in-a-box tech setup to facilitate effective remote work.
• Additional perks include parental leave top-up, education assistance for courses and conferences, and half-days before public holidays to support work-life balance.
• This role reports to the Associate Director, IT within the Application Support team, ensuring clear lines of communication and career development.
• The position plays a critical role in maintaining the stability and performance of platform operations through proactive support and continuous improvement.
• Success in this role will be measured by the ability to resolve complex incidents, reduce downtime, and contribute to a more resilient application landscape.
• Professional development is encouraged through access to learning resources and opportunities to attend relevant industry events and training sessions.
• The company is committed to creating an inclusive environment where diverse perspectives are valued and contributions are recognized.
• Applicants are encouraged to highlight their experience with large-scale systems and their approach to mentoring junior team members.
• This role requires a high level of self-motivation, discipline, and the ability to manage multiple priorities in a dynamic work environment.
• The use of modern software development practices and tools is expected to ensure high-quality deliverables and efficient workflows.
• Collaboration with engineering teams will be essential to streamline processes and implement long-term improvements to application support functions.
• The role offers opportunities to grow within the organization through exposure to strategic initiatives and leadership responsibilities.
• Candidates should be prepared to demonstrate their problem-solving skills and technical expertise throughout the hiring process.