Senior Application Support Engineer (Remote Ontario)
Working for a company like Smile Digital Health means supporting our mandate for #BetterGlobalHealth. We strive towards this goal every day, and the results can be seen in the impact of our innovative health data platform and data management solutions, which are used in over 20 countries. We were #19 on Deloitte's Technology Fast 50 Ranking for 2024!
Smile Digital Health makes it easy for healthcare stakeholders to collect and exchange data with our leading FHIR-based data liberation platform.
At its heart, the Smile platform enables people and organizations to better manage healthcare data. We help generate and liberate structured healthcare data to ensure effective delivery across care teams and health systems bringing #BetterGlobalHealth to patients everyday!
Apply today and find plenty of reasons to SMILE!
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.
Responsibilities:
- 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.
- Demonstrate strong analytical and problem-solving skills with the ability to identify root causes, evaluate alternatives, and implement effective technical solutions.
- Hold all confidential information in trust and strict confidence and ensure that it shall be used only for the purposes required to fulfill employment obligations, and shall not be used for any other purpose, or disclosed to any third party. A breach of policy or misuse of information could result in disciplinary action up to and including termination of employment.
Requirements:
- Post-secondary education in Computer Science, Engineering, Mathematics, or a related field, and/ or equivalent working experience.
- 8+ years of experience with Software Development in Java.
- Experience with developing software applications, unit and functional test practices.
- Experience in end-to-end feature development.
- Experience building complex systems.
- Experience in HL7 (V2, FHIR) is highly preferred.
- Experience with Hibernate, Spring, REST web services, Git is an asset.
- Experience working in a support/troubleshooting role is an asset.
- Preference to candidates based in Ontario.
Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices.
This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.
Some of the benefits we offer:
* Remote Work Environment
* Flexible Time Away From Work Policy including PTO, Personal and Sick Days
* Competitive Salary and Health/Medical Benefits
* RRSP/TFSA/401K Employee Contribution
* Life and Disability
* Employee Assistance Program
* FHIR Study Program and Skillsoft Learning
* Super HAPI Fun Club
Smile's core values include respect, inclusion, embracing our differences, and celebrating shared values because our people are the foundation of our success. We are big on creating a sense of belonging and empowering each other to bring our authentic selves to work. We are dedicated to fostering a workplace that values diversity, equity, and inclusion.
We welcome and encourage candidates of all backgrounds to apply. Candidates are encouraged to inform us if they wish to discuss or require accommodations during interviews or while working at Smile.
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