Senior Software Developer, Application Support (Remote First)
We are looking for a Senior Software Developer, Application Support! Reporting to the Associate Director, IT, this senior technical member of the Application Support team will work across Zensurance's engineering domains to investigate, diagnose, and resolve complex platform issues end-to-end — owning escalated incidents from triage through code-level fixes and deployment.
In this role, you will develop broad familiarity with Zensurance's systems and codebases, coach and mentor team members, and partner with Engineering Leadership to continuously improve the quality and capability of the Application Support function.
Responsibilities:
Technical escalation & resolution
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Serve as the primary escalation point for Tier 3+ incidents raised by the Application Support team that require deep technical investigation.
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Investigate escalated issues at the code level — reading, understanding, and modifying production codebases across multiple engineering domains.
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Take end-to-end ownership of resolutions: diagnose the root cause, implement and test a fix, and deploy to production.
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Develop a broad working knowledge across Zensurance's technical domains (Node/TypeScript/AWS) to triage and resolve issues independently, without defaulting to dev-team escalation.
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Engage engineering domain owners selectively when an issue requires their involvement.
Support team enablement
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Collaborate closely with Application Support team members to improve their ability to identify, triage, and resolve technical issues.
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Document resolutions, build runbooks, and maintain the knowledge repository so that common escalations are resolved faster over time.
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Identify recurring patterns in escalated incidents and drive upstream code or process changes to reduce their frequency.
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Develop educational materials and provide coaching to help the team build technical confidence.
Process & continuous improvement
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Collect and analyze incident data to surface trends and recommend data-driven process improvements.
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Suggest and implement improvements to the escalation workflow, tooling, and support processes.
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Contribute to cross-team collaboration with engineering, ensuring support insights inform product and platform quality.
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Manage and respond to escalated tickets within parameters set by Broker Support SLAs.
Mentorship & leadership
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Act as the senior technical voice within the Application Support team, setting the standard for investigation and documentation quality.
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Mentor and coach team members, including the ability to explain complex technical concepts in accessible terms.
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Assist Engineering Leadership in continuously improving craft capabilities across the support function.
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Perform other duties as assigned.
Requirements:
- University degree or college diploma in a recognized technical, vocational or academic program (preferably in Engineering or Computer Science) or equivalent work experience.
- 5+ years building rich, complex web or mobile applications.
- Experience in architecting and augmenting large software systems.
- Extensive full-stack experience with Node/AWS and the TypeScript ecosystem.
- Experience with React is a plus.
- A passion for clean, reusable, and well-structured code.
- Ability to communicate efficiently.
- Collaborative work style.
- A commitment to continuous improvement.
- A commitment to continuous learning and knowledge sharing.
Skills
As published by lever · 12 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, GitHub URL, Portfolio URL, Other website
Short answers (2)
- How do we pronounce your name? optional
- What are your total compensation expectations (salary + bonus)?
Pick from a list (9)
- Are you legally eligible to work in Canada?
- Have you previously worked at Zensurance?
- Employment with Zensurance is contingent upon the successful completion of a background and credit history check. Please confirm that you acknowledge and agree to this condition of employment.
- Have you applied for a role with Zensurance within the past six months? (If you have applied within the past six months, please do not submit a new application. Our team will review your previous application and reach out if there is an update or a suitable opportunity.)
- How many years of production experience do you have?
- How many years of experience do you have with Reactjs?
- How many years of experience do you have with Nodejs on the backend?
- Which of the following Nodejs frameworks have you worked with on the backend? (Check all that apply) optional
- We’re currently hiring Full Stack Developers, with a slightly different assessment process depending on whether your strengths lean more toward frontend or backend. Please select your preference or area of stronger expertise below.
Written answers (1)
- Do you require any accommodations during the interview process? optional