Support Engineer - Level 2

Support Engineer – Level 2

This role sits at the intersection of technical support, software engineering, and healthcare data systems, supporting a mission-driven platform that enables secure and efficient health data exchange across global markets. You will be responsible for troubleshooting and resolving complex technical issues across core system components, ensuring reliability, interoperability, and performance of a FHIR-based healthcare data platform. Working closely with Tier 1 support, engineering, and client solutions teams, you will help diagnose production incidents and implement durable fixes that improve system stability. The environment is highly collaborative and fast-paced, requiring strong analytical thinking and a proactive approach to problem-solving. You will also contribute to system improvements, documentation, and mentoring activities that strengthen support capabilities across teams. This position includes participation in a 24/7 on-call rotation for Tier 2 incident support. It is ideal for a technically strong engineer who enjoys solving real-world problems that directly impact healthcare outcomes.

Accountabilities

• Investigate and resolve Tier 2 technical incidents across core platform components, APIs, and integration layers
• Analyze requirements and propose scalable, maintainable, and performant technical solutions
• Collaborate with Tier 1 support teams to diagnose and resolve customer-reported issues efficiently
• Work closely with engineering and client solutions teams to ensure fixes align with architectural and product standards
• Participate in major incident response activities and support root-cause analysis efforts
• Maintain and improve technical documentation, troubleshooting guides, and support frameworks
• Research and evaluate technologies used across existing and future system modules
• Break down complex technical problems and support prioritization and task distribution within the team
• Mentor junior support engineers and Tier 1 staff on debugging, performance, and operational best practices

Requirements

• 3+ years of experience in software development, technical support engineering, or equivalent experience
• Post-secondary education in Computer Science, Software Engineering, or related field (or equivalent experience)
• Experience building, debugging, or supporting complex software systems with strong troubleshooting skills
• Familiarity with software testing practices, including unit and functional testing
• Experience with REST APIs and backend frameworks (Spring, Hibernate) is an asset
• Knowledge of HL7 (V2, FHIR) healthcare standards is considered a strong advantage
• Proficiency with version control systems such as Git
• Strong analytical and problem-solving abilities with attention to system performance and reliability
• Ability to communicate technical issues clearly to both technical and non-technical stakeholders
• Comfortable working in an on-call rotation and handling high-priority production incidents

Benefits

• Competitive compensation aligned with experience
• Health and wellness benefits package
• Opportunity to work on impactful healthcare technology used globally
• Remote-friendly and collaborative engineering environment
• Professional development and continuous learning opportunities
• Exposure to modern healthcare data standards and large-scale distributed systems
• Inclusive culture focused on innovation, ownership, and technical excellence