zensurance - Senior Software Developer, Application Support (Remote First)
Requirements
• 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. • 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.
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.
Benefits
• At Zensurance, we know that when our people thrive, so does our business. That’s why we offer a flexible, people-first work environment designed to support your well-being, growth, and success. • 💻 Work Your Way • 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 • ❤️ Your Health, Your Way • 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 • 🚀 Investing in Your Growth • Education assistance reimbursement for courses, conferences, books, and memberships • Opportunities to learn from industry experts and grow your career • 🤝 Staying Connected • Weekly Friday huddles to share updates and connect across teams • Virtual & in-person team-building events to strengthen our culture • We’re building something special. Come be a part of it!
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