Senior L3 Support Engineer – OnBase ECM & Integrations

Location: Toronto, ON

Hybrid: 3 days in office

Skills: Microsoft SQL Server 2019

Experience Required: 6-8 Years

Role Descriptions

L3 Incident & Problem Management

• Resolve critical/complex incidents escalated from L2.

• Lead root cause analysis (RCA) and permanent fixes.

Platform Engineering & Optimization

• Design and implement OnBase configurations, performance tuning, and improvements.

• Handle upgrades, patching, and system enhancements.

Architecture & Integration Support

• Provide SME support for integrations (APIs, middleware, upstream systems).

• Define best practices for document workflows and automation.

Release & Change Governance

• Lead production releases, deployment strategies, and stabilization.

• Ensure change compliance and risk mitigation.

Operational Leadership

• Guide L1/L2 teams, reduce incident backlog, and improve MTTR.

• Drive SLA adherence and continuous service improvement.

Outcome Focus

• Zero critical incidents / improved system resilience.

• Faster resolution for complex issues.

• Optimized OnBase performance and scalability.

• Strong governance and release stability.

Key Words to Search in Resume

• OnBase Architecture (Enterprise / ECM Design)

• Integration (APIs / System-to-System / Middleware)

• Workflow Optimization / Automation

• Root Cause Analysis (RCA) / Problem Management

• Migration / Upgrade (OnBase, Appian / CP4BA)

See also