Support Engineer

Location: Hybrid – 3 Days Onsite Flexible (Downtown Toronto)

Type: 6 Months Contract (Potential for conversion after 6 months)

Health Benefits From Day 1

We are seeking a Support Engineer to lead the support, troubleshooting, and continuous improvement of mission‑critical, cloud‑native applications. This role is ideal for someone who thrives in complex distributed systems, enjoys deep technical problem‑solving, and wants to ensure reliability at scale.

You will serve as a key escalation point for production issues, partner with engineering teams to strengthen system performance, and drive improvements across observability, incident response, and operational tooling.

Position Summary

In this role, you will support high‑availability, event‑driven applications powering critical business operations. You will analyze logs and distributed traces, diagnose production issues, and implement durable long‑term fixes.

You’ll work closely with software engineers, QA teams, infrastructure specialists, and cross‑functional partners to enhance system reliability, streamline releases, improve monitoring, and ensure a smooth, stable production environment.

This is a hands‑on technical role requiring strong debugging expertise, a proactive mindset, and a passion for operational excellence.

Key Responsibilities

Production Support & Troubleshooting

• Act as the primary escalation point for complex production issues
• Troubleshoot issues across distributed systems and microservice architectures
• Perform detailed root cause analysis and implement long-term corrective actions
• Monitor system health using logs, metrics, and tracing tools

System Reliability & Operational Excellence

• Collaborate with engineering teams to improve reliability, performance, and maintainability
• Enhance observability through improved dashboards, alerts, and monitoring strategies
• Identify bottlenecks, patterns, and systemic issues impacting stability

Deployment & Environment Support

• Support deployments, releases, and environment configurations
• Manage and troubleshoot applications running on Docker and Kubernetes
• Assist with CI/CD processes and release quality

Automation & Tooling

• Automate recurring operational tasks to reduce manual effort
• Contribute to internal tooling that improves support efficiency
• Maintain runbooks, troubleshooting guides, and knowledge base documentation

Cross‑Team Collaboration & Leadership

• Work with stakeholders to prioritize issues impacting customers or business processes
• Mentor junior support engineers and provide technical guidance
• Participate in Agile ceremonies including standups, sprint planning, and grooming
• Support integration of legacy systems not originally designed to work together

Professional Experience & Skills

• Bachelor's degree (or equivalent experience) in Computer Science, Software Engineering, or related field
• 5+ years in application support, software engineering, or site reliability engineering (SRE)
• Strong experience troubleshooting distributed systems and production environments
• Proven ability to lead incident response and root cause analysis
• Experience working in agile, cross‑functional teams

Desired Technical Expertise

• Deep understanding of service‑oriented and event‑driven microservice architectures
• Experience supporting Java‑based backend systems
• Strong skills with relational and NoSQL databases (debugging, performance tuning)
• Hands-on experience with AWS, Docker, and Kubernetes
• Proficiency with observability tools (ELK stack, Prometheus, Grafana, etc.)
• Familiarity with CI/CD pipelines and deployment workflows
• Scripting experience (Bash, Python) for automation
• Experience troubleshooting APIs and complex system integrations

Advantage

• Experience in healthcare technology or radiology workflows
• Understanding of DICOM or HL7 standards
• Experience with Quarkus or similar Java frameworks
• Exposure to SRE principles and reliability engineering practices
• Background supporting high-availability, customer-facing production systems