Senior Application Support Engineer

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Job Description

Our client in Ottawa has an opening for an experienced Technical/Product Support Engineer.

The company has a proprietary SaaS software, with many entreprise clients in Canada.



The Senior Customer Support Engineer position focuses on training, resolve common and complex errors, answer phone calls and web tickets, perform setup, and for end-users of varying technical knowledge, building, implementing and supporting software customer workflow components as requested. Working with the Development, QA and HHIS teams to best serve our customers. Provide operational support up to 24/7/365 basis.

  • Consistently provide Best in Class customer service utilizing HDI standards. 
  • Meet and contribute to customer satisfaction goals
  • Customer-in focus
  • Collaborate with Internal and external resources
  • Provide customer Adhoc training
  • The position requires a customer-focused, self-motivated and detailed-oriented individual
  • Ability to multi-task in a fast-paced environment
  • Act as an escalation resource for all agents
  • Self-driven learner, Open to continuous learning approach
  • Problem solving/creative thinking mindset
  • Solution driven thinking
  • Deliver internal downtime notifications via NHNS
  • Develops internal and external technical documents
  • Participates with team knowledge transfer
  • Builds upon problem resolution management
  • Builds, Implements and supports software customer workflow components




  • Monitors, manages, and documents all actions and solutions into an in-house ticketing system
  • Responsible for being available within call center queues as required by the department to respond to customer incidents
  • Maintains knowledge of current software versions and known issues
  • Responsible for monitoring ticketing system and processing customer/internal user submitted emails to that system
  • Resolves or directs issue to the correct staff member for resolution, including escalation to management or engaging other departments. 
  • Responsible for completing all required learning events and training.
  • Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays
  • Performs daily, weekly, monthly administrative/statistical metrics
  • Provides training for partners, end-customers, and all Levels of Application Support Specialist team members
  • Acts as the point of contact between the TSS team and Development, QA and Operation departments
  • Perform other duties or projects as assigned
Job Qualifications


Minimum 5+ years’ experience in a technical environment, in a customer support role.

Must be proficient on back end process and workflow for specific platform


Required Skills:

  • Effective and professional communications skills
  • Strong critical thinking and problem-solving skills
  • Dependable and punctual
  • Positive attitude
  • Work well under pressure
  • Good interpersonal skills and exceptional customer service skills
  • Detail oriented, understands and works well with varying standards and processes


Must be an expert with and have strong problems solving skills with the following:


  • Windows 7 or higher
  • Platform-specific knowledge
  • Workflow
  • Configuration
  • Templates
  • Reports
  • MS Office
  • Online Collaboration tools
  • Remote access software
  • Networking and network topology as implemented within a business or medical environment
  • Database Knowledge (SQL/Oracle/Access)
  • Middleware/Interfacing systems (EMR Interfaces)
  • Interfix


Must be proficient in one or more programming languages as required by platform:


  • XML
  • SQL Scripting
  • RTF
  • HTML
  • HL7




  • Associates College/University degree in Computer Science or a minimum of 5 years’ relevant work experience
  • Relevant Certifications considered an asset

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