[Hiring] Senior Software Developer, Application Support @Zensurance

Role Description

We are looking for a Senior Software Developer, Application Support! Reporting to the Associate Director, IT, this senior technical member of the Application Support team will work across Zensurance's engineering domains to investigate, diagnose, and resolve complex platform issues end-to-end — owning escalated incidents from triage through code-level fixes and deployment.

In this role, you will:

• Develop broad familiarity with Zensurance's systems and codebases.
• Coach and mentor team members.
• Partner with Engineering Leadership to continuously improve the quality and capability of the Application Support function.

This is a remote-first role within Canada. #LI-Remote

Responsibilities

• Technical escalation & resolution
  • Serve as the primary escalation point for Tier 3+ incidents raised by the Application Support team that require deep technical investigation.
  • Investigate escalated issues at the code level — reading, understanding, and modifying production codebases across multiple engineering domains.
  • Take end-to-end ownership of resolutions: diagnose the root cause, implement and test a fix, and deploy to production.
  • Develop a broad working knowledge across Zensurance's technical domains (Node/TypeScript/AWS) to triage and resolve issues independently, without defaulting to dev-team escalation.
  • Engage engineering domain owners selectively when an issue requires their involvement.
• Support team enablement
  • Collaborate closely with Application Support team members to improve their ability to identify, triage, and resolve technical issues.
  • Document resolutions, build runbooks, and maintain the knowledge repository so that common escalations are resolved faster over time.
  • Identify recurring patterns in escalated incidents and drive upstream code or process changes to reduce their frequency.
  • Develop educational materials and provide coaching to help the team build technical confidence.
• Process & continuous improvement
  • Collect and analyze incident data to surface trends and recommend data-driven process improvements.
  • Suggest and implement improvements to the escalation workflow, tooling, and support processes.
  • Contribute to cross-team collaboration with engineering, ensuring support insights inform product and platform quality.
  • Manage and respond to escalated tickets within parameters set by Broker Support SLAs.
• Mentorship & leadership
  • Act as the senior technical voice within the Application Support team, setting the standard for investigation and documentation quality.
  • Mentor and coach team members, including the ability to explain complex technical concepts in accessible terms.
  • Assist Engineering Leadership in continuously improving craft capabilities across the support function.
  • Perform other duties as assigned.

Qualifications

• University degree or college diploma in a recognized technical, vocational or academic program (preferably in Engineering or Computer Science) or equivalent work experience.
• 5+ years building rich, complex web or mobile applications.
• Experience in architecting and augmenting large software systems.
• Extensive full-stack experience with Node/AWS and the TypeScript ecosystem.
• Experience with React is a plus.
• A passion for clean, reusable, and well-structured code.
• Ability to communicate efficiently.
• Collaborative work style.
• A commitment to continuous improvement.
• A commitment to continuous learning and knowledge sharing.

Requirements

• $104,000 - $145,000 a year
• The salary range for this role is $104,000 to $145,000 not including the annual discretionary bonus and any additional performance-based incentives.
• The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country.
• The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.
• As part of our comprehensive compensation and benefits program, employees may also be eligible for performance-based case incentive awards.

Benefits

• Remote-first setup for added flexibility.
• Home office allowance to create a comfortable workspace.
• Top-tier tech: "Office in a box" with all necessary tech equipment.
• Half days before public holidays: Enjoy half days before long weekends.
• Flexible health and dental plans for families, including mental health support.
• Health & personal spending accounts to invest in wellness your way.
• Parental leave top-up, because family comes first.
• Education assistance reimbursement for courses, conferences, books, and memberships.
• Opportunities to learn from industry experts and grow your career.
• Weekly Friday huddles to share updates and connect across teams.
• Virtual & in-person team-building events to strengthen our culture.