Senior Software Developer, Application Support (Remote First)

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.