Senior Application Support Engineer (Remote Ontario)

Smile Digital Health; Toronto; Hybrid; CAD 120,000 - 150,000; Full time

Benefits offered by this job

Remote work

Flexible time away from work

Competitive salary & benefits

RRSP/TFSA/401K

Life & disability

Employee assistance program

FHIR study program

Super HAPI Fun Club

Job summary

Smile Digital Health is seeking a Senior Application Support Developer to troubleshoot tickets, maintain and enhance our health data platform, and support implementation projects.

You will collaborate with client teams and our internal Development/QA groups, participate in on-call rotations for Tier 2 incidents, and help ensure secure, scalable solutions that meet architectural standards. Remote work environment is available with flexible hours and competitive compensation.

Qualifications

• Post-secondary education in Computer Science, Engineering, Mathematics, or related field or equivalent experience.
• 8+ years of experience with Software Development in Java.
• Experience in end-to-end feature development and building complex systems.
• Experience with HL7 (V2, FHIR) is highly preferred.
• Experience with Hibernate, Spring, REST web services, Git is an asset.
• Experience in a support/troubleshooting role is an asset.
• Preference to candidates based in Ontario.

Responsibilities

• Provide advanced technical support by diagnosing complex incidents with Tier 1/2 teams.
• Analyze requirements to design scalable, high-performing solutions.
• Collaborate with Product, Engineering, Support to implement enhancements and fixes.
• Lead technical decision-making and promote best practices.
• Provide mentorship to developers and Tier 1/2 support teams.
• Serve as primary technical escalation for project issues and delivery status.
• Maintain development frameworks, docs, and operating procedures.
• Ensure solutions meet security, privacy, quality, and performance standards.
• Participate in on-call production support rotations and after-hours coverage.
• Demonstrate strong analytical and problem-solving skills to identify root causes.

Skills

Java

HL7 (V2, FHIR)

Software development

Troubleshooting

On-call support

Education

Post-secondary CS/Engineering/Math or equivalent

Tools

Hibernate

Spring

REST web services

Git

Azure Pipelines

Job description

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!

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.