OnBase Support Engineer (L3)
Full-time
Acestack
Job Title: OnBase Support Engineer (L3)
Location: Toronto, ON
Work Arrangement: Onsite
Experience: 8+ Years
Employment Type: Full-Time Job Description
We are seeking an experienced OnBase Support Engineer (L3) with strong expertise in Hyland OnBase administration, workflow, Unity, integrations, SQL troubleshooting, and enterprise application support . The ideal candidate will provide advanced L3 support, lead RCA and problem management, optimize OnBase performance, and support integrations, upgrades, releases, and modernization initiatives.
Key Responsibilities- Provide L3 production support for Hyland OnBase applications and enterprise document management solutions
- Resolve critical and complex incidents escalated from L2 support teams
- Lead root cause analysis and implement permanent corrective solutions
- Administer and configure OnBase modules including Workflow, Unity, and integrations
- Troubleshoot SQL and database-related application issues
- Perform performance tuning, capacity optimization, and scalability improvements
- Support OnBase upgrades, patching, enhancements, migrations, and modernization initiatives
- Provide SME-level support for APIs, web services, middleware, and system-to-system integrations
- Design and optimize document workflows and automation solutions
- Lead production releases, deployment activities, stabilization, and post-release validation
- Ensure change management, release governance, risk mitigation, and compliance requirements are followed
- Develop automation and scripting solutions using PowerShell, batch jobs, or similar technologies
- Guide L1/L2 support teams and provide technical knowledge transfer
- Reduce incident backlog and improve MTTR and SLA performance
- Prepare RCA documents, technical documentation, runbooks, and operational procedures
- Drive continuous service improvement and platform reliability
- 8+ years of IT experience with strong enterprise application support experience
- Deep hands-on expertise with Hyland OnBase
- Strong experience with OnBase Administration, Workflow, Unity, and Integration
- Strong SQL and database troubleshooting skills
- Experience with enterprise application architecture and support models
- Strong knowledge of APIs, web services, middleware, and system integrations
- Experience with ITIL-based incident, problem, and change management
- Strong troubleshooting, RCA, performance tuning, and production support skills
- Excellent communication and stakeholder management abilities
- Hyland OnBase
- OnBase Administration
- OnBase Workflow
- OnBase Unity
- OnBase Integration
- Enterprise Content Management
- SQL / Database Troubleshooting
- APIs / REST / Web Services
- Middleware Integration
- System-to-System Integration
- Workflow Automation
- PowerShell
- Batch Scripting
- Performance Tuning
- Application Architecture
- Incident / Problem / Change Management
- ITIL
- Release & Deployment Management
- Experience in Insurance or Financial Services
- Exposure to OnBase migration, modernization, or transformation programs
- Experience with automation and scripting
- Strong knowledge of performance optimization and system scalability
- Experience with enterprise document management and workflow solutions
- Exposure to migration or modernization involving Appian or IBM CP4BA
- Experience leading technical teams and mentoring L1/L2 resources
- L3 Technical Support
- OnBase Architecture
- Enterprise Application Support
- Root Cause Analysis
- Problem Management
- Integration Engineering
- Workflow Optimization
- Performance & Scalability
- Release & Change Governance
- Technical Leadership
- Continuous Service Improvement
- Improved platform resilience and reduced critical incidents
- Faster resolution of complex production issues
- Optimized OnBase performance and scalability
- Stable and governed production releases
- Improved SLA adherence and reduced incident backlog
- Stronger automation and operational efficiency
Vacancy posted 4 days ago
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