Software Developer Tier 2/3 Production Support

QuarterHill is looking for a Software Developer to build, support, and improve reliable software solutions. This role combines full stack development with production support, including troubleshooting incidents, delivering code fixes, improving observability, and using data, automation, and AI-assisted tools to reduce recurring issues and improve system reliability.

Job Description

• Provide 2nd and 3rd level support for full stack applications, services, integrations, and production environments.
• Troubleshoot and resolve incidents while meeting SLA targets and operational priorities.
• Own incident tickets from investigation through resolution, including clear documentation of actions, fixes, and follow-up items.
• Investigate production defects, identify root cause, develop code fixes, test changes, and support approved deployments.
• Support releases, hotfixes, enhancements, and change requests, including impact, risk, rollback, and readiness assessment.
• Monitor applications, logs, databases, integrations, dashboards, and alerts to identify issues and support proactive remediation.
• Use operational data, analytics, AI-assisted tools, and automation to improve triage, detect patterns, reduce manual effort, and prevent recurring issues.
• Collaborate with development, QA, DevOps, infrastructure, service delivery, and business teams to resolve issues and improve reliability.
• Create and maintain technical documentation, troubleshooting guides, knowledge articles, deployment notes, and support runbooks.

Required Qualifications

• 2-3+ years of experience in full stack software development, production support, or application support engineering.
• Strong front-end experience with React, Angular, Vue.js, or similar frameworks.
• Strong back-end experience with Java, Node.js, Go, Python, or similar technologies.
• Experience developing, troubleshooting, and supporting web applications, APIs, backend services, integrations, or microservices.
• Hands-on experience diagnosing production issues using logs, monitoring tools, database queries, error traces, and integration data.
• Experience using dashboards, operational data, and analytics to identify trends, prioritize issues, and recommend improvements.
• Working knowledge of incident management, SLA-driven support, defect resolution, release deployment, and change request processes.
• Experience with CI/CD tools, source control, and deployment practices such as GitLab, Jenkins, Docker, Kubernetes, or similar platforms.
• Familiarity with scripting, automation, AI-assisted development tools, or AIOps concepts is a plus.
• Strong communication, documentation, analytical, and problem-solving skills.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Mathematics, or a related field, or equivalent work experience.
• Experience in tolling, transportation technology, transaction processing, or other high-availability systems.
• Experience with SQL troubleshooting, query analysis, and data validation.
• Experience with observability, monitoring, alerting, or logging tools such as Grafana, Prometheus, Splunk, ELK, CloudWatch, or similar platforms.
• Exposure to containers, cloud environments, predictive analytics, automated remediation, or intelligent support workflows.
• Experience participating in post-incident reviews, root cause analysis, corrective action planning, and continuous improvement initiatives.

What We’re Looking For

• Strong ownership and accountability in resolving production issues.
• Analytical, data-driven approach to troubleshooting and decision-making.
• Clear communication with technical and non-technical stakeholders.
• Disciplined documentation of findings, fixes, deployment steps, and RCA outcomes.
• Curiosity to apply automation, AI, analytics, and modern engineering practices responsibly.
• Ability to work effectively in a fast-paced, support-driven environment.

We offer a Total Rewards plan designed with you and your family’s health and wellness in mind that includes:

• Paid days off (i.e. vacation, sick days, bereavement leave)
• Health and Dental plans
• Retirement plans
• Employee and Family Assistance Program (EFAP)
• Employee referral program

We welcome applicants from all backgrounds, regardless of race, color, religion, sex, veteran status, sexual orientation, gender identity, national origin, age, or disability or any other protected characteristics in accordance with applicable federal, state/provincial, and local laws. We're committed to creating a workplace where everyone feels valued and respected.

We appreciate all responses and will acknowledge only those being considered for an interview.

We respectfully request no calls or unsolicited resumes from Agencies.