The Role
The Senior Application Support Engineer will provide Level 2 application support, contribute to Level 3 troubleshooting, and ensure the stability and performance of critical business applications in cloud and on-premises environments, while collaborating with cross-functional teams and improving support processes.
Summary Generated by Built In
We are seeking an experienced and proactive Senior Application Support Engineer to join our IT Operations team. This role provides Level 2 application support, contributes to Level 3 troubleshooting, and ensures the stability, performance, and availability of critical business applications across cloud and on-premises environments.
The successful candidate will work within established architectures and operational standards, collaborating closely with development, infrastructure, and business teams. They will also continuously improve support processes, monitoring, and documentation, while independently resolving most operational issues and escalating complex problems where required.
Key Responsibilities
Application Support & Operations
- Provide Level 2 support and contribute to Level 3 troubleshooting across cloud and on-prem applications
- Diagnose and resolve software, configuration, infrastructure, and data-related issues within SLAs
- Execute SQL queries to troubleshoot and analyze data issues
- Analyse logs, metrics, and monitoring alerts to identify root causes and fixes
Incident & Problem Management
- Monitor application health across cloud and on-prem platforms
- Respond to incidents, restore service, and communicate updates to stakeholders
- Identify recurring issues and recommend long-term improvements
Platform Support (Cloud & On-Prem)
- Support AWS, Azure, and on-prem environments within operational standards
- Assist with compute, storage, networking, identity, and database services
- Support virtualized environments, middleware, and container platforms (Docker/Kubernetes)
- Participate in capacity, health, and platform reviews
CI/CD & Change Management
- Support deployments using CI/CD tools (GitHub Actions, Azure DevOps, etc.)
- Assist with infrastructure-as-code tools (Terraform, Ansible, CloudFormation)
- Participate in change management, including testing, validation, and rollback
- Execute deployment verification activities
Documentation & Continuous Improvement
- Maintain runbooks, documentation, and knowledge base articles
- Share lessons learned from incidents and changes
- Identify opportunities to improve monitoring, automation, and efficiency
Collaboration & Support
- Work with developers, QA, infrastructure, and business teams to resolve issues
- Provide input into releases, migrations, and system improvements
- Mentor junior team members where required
Skills, Knowledge & Expertise
Experience
- 5+ years in application support, cloud operations, or IT infrastructure roles
- Experience supporting production systems in cloud, on-prem, or hybrid environments
- Strong experience with incident, problem, and change management processes
- Participation in on-call and after-hours support is required
Technical Skills
- Strong SQL and troubleshooting ability
- Experience with AWS and/or Azure environments
- Understanding of APIs (REST/JSON) and application architectures
- Exposure to CI/CD tools and infrastructure-as-code
- Knowledge of networking, virtualization, and server environments
- Familiarity with Linux/Windows systems and monitoring tools
Soft Skills
- Strong analytical and problem-solving skills
- Clear communication, especially during incidents
- Ability to manage multiple priorities in a fast-paced environment
- Proactive, continuous improvement mindset
- Collaborative and accountable approach to work
Additional Requirements
- Participation in an on-call rotation is required
- Availability for after-hours support during major incidents or planned changes
Job Benefits
At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.
In line with the amended Employment Standards Act 2000, the salary range for this role is:
$110K - $120K, dependent on assessment of skills during the interview process.
Dye & Durham does not currently use AI to screen candidates as part of the selection process.
This advertisement specifically relates to an existing vacancy.
Do you share our DNA?
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together
#DDhp
About
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between. Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
Skills Required
- 5+ years in application support, cloud operations, or IT infrastructure roles
- Experience supporting production systems in cloud, on-prem, or hybrid environments
- Strong experience with incident, problem, and change management processes
- Participation in on-call and after-hours support is required
- Strong SQL and troubleshooting ability
- Experience with AWS and/or Azure environments
- Understanding of APIs (REST/JSON) and application architectures
- Exposure to CI/CD tools and infrastructure-as-code
- Knowledge of networking, virtualization, and server environments
- Familiarity with Linux/Windows systems and monitoring tools
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The Company
What We Do
Dye & Durham is a global leader in legal technology that provides cloud-based practice management software, payments infrastructure, and data insights. The company serves legal professionals and financial institutions across five continents, helping them manage workflows, regulatory requirements, and critical transactions efficiently. They are a publicly traded company on the Toronto Stock Exchange (TSX: DND) and focus on driving innovation through integrated software solutions.
