Application Support Engineer

Support Services Engineer

This is a remote position. About the Role Fairfax Imaging, part of the Embrace portfolio, is a market-leading provider of mission-critical payment and document processing software for government agencies across North America. The platform enables organizations to efficiently process high-volume transactions, including taxes, fees, and remittances. Its cloud-enabled solution, Quick Modules, supports complex workflows such as mail-in processing, electronic payments, cashiering, and title and registration, helping agencies improve accuracy, speed, and operational efficiency. As we continue to grow, we are looking for a Support Services Engineer to join our team. You will be the first point of contact for our customers when something goes wrong. That means owning the ticket, owning the relationship, and driving toward resolution, whether that is a fix you implement yourself or a clean handoff to the next level of support with full context. You will be working inside a C#/.NET codebase with a React and TypeScript frontend. Our software has three layers: a Core Product, project-specific customizations, and support-engineered code. You will be responsible for that last layer, understanding what the project team built and making targeted changes to keep customers running. A significant portion of this role involves configuring and troubleshooting the Core Product itself. Business rules, workflows, and environment-specific settings are all in play, and getting them right requires patience and methodical thinking. If you are looking for a pure software development role, this is not it. If you are the kind of person who gets satisfaction from figuring out why something is broken and making it right, read on. This role is customer-facing and code-facing in equal measure. If you are a recent grad who can write clean C# and hold a professional conversation under pressure, we want to talk.

What You Will Do

• Triage and manage incoming support tickets across multiple customers, maintaining SLA response and resolution
• Communicate directly with customers by setting expectations, providing status updates, and translating technical problems into plain language
• Read existing code and design documents to understand customer environments before issues arise
• Implement code fixes in C#/.NET and React/TS for production and test environments
• Escalate tickets with thorough documentation when issues require deeper engineering involvement
• Review software releases, test Cloud environments, and coordinate releases with customers
• Participate in a rotating on-call schedule for customers contracted for 24/7 after hours support
• Document issues, resolutions, and institutional knowledge for the team

Requirements

What We Are Looking For

• BS in Computer Science, Information Systems, or a related field, or equivalent hands-on experience
• Exceptional troubleshooting ability. When something breaks, the cause could be misconfiguration, a code defect, a customer environment issue, or some combination of all three. Your job is to figure out which, methodically, before you start making changes. This is the core skill of the role.
• Working knowledge of C#/.NET. You do not need years of professional experience, but you need to be able to read, debug, and modify real code
• Familiarity with React, TypeScript, or JavaScript
• Comfort with SQL and relational databases
• Experience with Visual Studio/VS Code
• Comfort with reading logs, tracing errors, and working through a problem systematically when there is no obvious answer

How You Work

• You stay calm when three customers are escalating at once
• You write clearly. Tickets, status updates, and emails that do not need a follow-up to understand
• You follow through. Open issues do not fall through cracks on your watch
• You ask for help at the right time, not too early and not too late
• You are comfortable being the person the customer calls when things are broken

Other Requirements

• Must pass background checks (required for access to customer environments)
• Ability to travel occasionally (approximately 10%)

Benefits

Competitive salary commensurate with experience. Opportunities for career advancement and professional development. Experience collaborating with a diverse, global team. Comprehensive Health Benefits to support your wellbeing and peace of mind.