Senior Support Engineer

Agfa; Southwestern Ontario; On-site; CAD 90,000 - 120,000; Full time

Job summary

Agfa-Gevaert seeks a Senior Support Engineer / Domain Expert to resolve complex incidents in healthcare IT environments. You will own technical issues end-to-end, analyze logs and metrics, and collaborate with global teams to drive improvements.

You will develop deep expertise in our products, guide other support staff, and contribute to automation, monitoring, and proactive problem prevention across cloud, on-prem, and containerized deployments.

Qualifications

• 3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or similar
• Strong troubleshooting and analytical skills in mission-critical environments
• Solid understanding of enterprise app architectures, networking, OS, databases and integrations
• Hands-on Kubernetes experience with containerized apps
• Hands-on AWS experience with cloud infra, networking, monitoring and operations
• Experience analyzing logs, metrics and diagnostics to isolate problems
• Experience with customer interactions and technical escalations
• Familiar with ITSM/ITIL-based support processes
• Healthcare IT experience is an advantage

Responsibilities

• Solve complex incidents affecting enterprise healthcare IT solutions
• Take end-to-end ownership of technical issues and drive resolution
• Analyze logs, metrics, diagnostics, and system behavior to find root causes
• Coordinate technical activities across teams during critical customer situations
• Communicate findings, recommendations and resolution plans clearly to customers and stakeholders
• Build and maintain deep product and tech expertise across platforms and environments
• Provide advanced guidance to global support teams and collaborate with R&D
• Identify recurring issues and contribute to proactive improvements
• Contribute to monitoring and observability platform enhancements
• Mentor colleagues and support the deployment readiness of releases

Skills

Kubernetes

AWS

Troubleshooting

Analytics

ITIL

Healthcare IT

Customer communication

Cross-functional teamwork

Education

Bachelor's degree in Computer Science, IT, or Engineering

Tools

Monitoring tools

Databases

Container tech

Networking basics

Job description

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About the role

Join our Global Support Network (GSN) and help ensure the reliability and availability of our healthcare IT solutions used by customers around the world.

As a Senior Support Engineer / Domain Expert, you will solve complex technical problems in business-critical customer environments, working closely with regional support teams, Cloud Operations, Professional Services, Product Management, Quality, and R&D. You will combine deep technical troubleshooting with strong customer engagement and take ownership of issues through resolution.

Beyond resolving incidents, you will help us prevent them by identifying recurring problems, improving our monitoring and observability capabilities, sharing knowledge, and contributing to more proactive and predictive support.

What you'll do

Solve complex technical problems

• Diagnose and resolve complex incidents affecting enterprise healthcare IT solutions.
• Take end-to-end ownership of technical issues and drive them toward resolution.
• Analyze logs, metrics, diagnostics, and system behavior to identify root causes.
• Coordinate technical activities across teams during critical customer situations.
• Communicate findings, recommendations, and resolution plans clearly to customers and internal stakeholders.

Be a technical expert

• Build and maintain deep expertise in our products, technologies, and solution architectures.
• Provide advanced technical guidance to support teams around the world.
• Work across enterprise applications, operating systems, databases, networking, integrations, cloud, and containerized environments.
• Collaborate with R&D and other specialists on challenging technical issues and escalations.

Prevent tomorrow's incidents

• Identify recurring issues, technical trends, and systemic problems and contribute to root cause analysis and corrective actions.
• Contribute to the continuous improvement of our monitoring and observability platform, helping us identify emerging issues proactively, prevent incidents, and improve the reliability of our customers' environments.
• Turn lessons learned into technical documentation and reusable knowledge.
• Contribute ideas that improve product quality, support processes, automation, and operational efficiency.

Help the team and our services grow

• Share knowledge and mentor colleagues across our global support organization.
• Contribute to the operational readiness of new releases, upgrades, and customer deployments.
• Represent customer needs and operational experience when collaborating with Product Management, R&D, Quality, and other stakeholders.
• Explore opportunities to use automation and AI-assisted diagnostics to improve customer outcomes.

What you bring

We are looking for someone with:

• 3 to 5 years of experience in technical customer support, enterprise software support, healthcare IT, or a comparable technical role.
• Strong troubleshooting and analytical skills, ideally gained in business-critical or mission-critical environments.
• A good understanding of enterprise application architectures, networking, operating systems, databases, and system integrations.
• Hands-on Kubernetes experience, including supporting and troubleshooting containerized applications and environments.
• Hands-on AWS experience, with practical knowledge of cloud infrastructure, networking, monitoring, and operations.
• Experience analyzing logs, metrics, diagnostics, and other technical data to isolate complex problems.
• Experience working directly with customers and managing technical escalations.
• Familiarity with ITSM and ITIL-based support processes.
• Experience with healthcare IT is an advantage, but not essential.

What will help you succeed

You enjoy solving difficult technical problems and are comfortable when the answer is not immediately obvious. You combine technical curiosity with a strong customer focus and:

• Take ownership and follow problems through to resolution.
• Communicate complex technical topics clearly.
• Remain effective in high-pressure customer situations.
• Collaborate well across teams, cultures, and geographies.
• Enjoy sharing knowledge and helping others succeed.
• Bring a continuous learning and improvement mindset.

Fluent written and spoken English is required; additional languages are an advantage. A degree in Computer Science, Information Technology, Engineering, Healthcare Informatics, or a related discipline is preferred, although equivalent professional experience will also be considered.

Working in our Global Support Network Team

Our GSN operates through a follow-the-sun support model, providing expert support to customers worldwide. The role therefore requires some flexibility in working hours and may include participation in on-call rotations, weekend coverage, and occasional after-hours support.

This is more than a traditional support role. You will combine deep technical troubleshooting, Kubernetes and cloud technologies, preventative monitoring solutions, customer engagement, and continuous improvement in an environment where reliability really matters.

You will help us solve today's most challenging customer problems while developing the capabilities to detect issues earlier, prevent incidents, and continuously improve the way we support our customers.

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