Analyste soutien technique résolvant les incidents SQL, Java et intégrations pour le logiciel infonuagique de Tecsys. Soutien aux hôpitaux, pharmacies et distributeurs grâce au diagnostic et à la collaboration interne.
About the role
- Senior Software Developer supporting application issues and mentoring team members at Zensurance. Collaborate on troubleshooting, documentation, and improvements within engineering domains.
Responsibilities
- Serve as the primary escalation point for Tier 3+ incidents raised by the Application Support team that require deep technical investigation.
- Investigate escalated issues at the code level — reading, understanding, and modifying production codebases across multiple engineering domains.
- Take end-to-end ownership of resolutions: diagnose the root cause, implement and test a fix, and deploy to production.
- 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.
- Engage engineering domain owners selectively when an issue requires their involvement.
- Collaborate closely with Application Support team members to improve their ability to identify, triage, and resolve technical issues.
- Document resolutions, build runbooks, and maintain the knowledge repository so that common escalations are resolved faster over time.
- Identify recurring patterns in escalated incidents and drive upstream code or process changes to reduce their frequency.
- Develop educational materials and provide coaching to help the team build technical confidence.
- Collect and analyze incident data to surface trends and recommend data-driven process improvements.
- Suggest and implement improvements to the escalation workflow, tooling, and support processes.
- Contribute to cross-team collaboration with engineering, ensuring support insights inform product and platform quality.
- Manage and respond to escalated tickets within parameters set by Broker Support SLAs.
- Act as the senior technical voice within the Application Support team, setting the standard for investigation and documentation quality.
- Mentor and coach team members, including the ability to explain complex technical concepts in accessible terms.
- Assist Engineering Leadership in continuously improving craft capabilities across the support function.
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.
Benefits
- Remote-first setup for added flexibility
- Home office allowance to create a comfortable workspace
- Top-tier tech: "Office in a box" with all necessary tech equipment
- Half days before public holidays: Enjoy half days before long weekends
- Flexible health and dental plans for families, including mental health support
- Health & personal spending accounts to invest in wellness your way
- Parental leave top-up, because family comes first
- Education assistance reimbursement for courses, conferences, books, and memberships
- Opportunities to learn from industry experts and grow your career
- Weekly Friday huddles to share updates and connect across teams
- Virtual & in-person team-building events to strengthen our culture
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