Support Engineer

Role-OnBase Support Engineer (L2) Mode- Full Time Location- Toronto, ON 8-10+Years of Experience Must Have Technical/Functional Skills • Hyland OnBase administration & support • SQL (querying, troubleshooting data issues) • Application support tools (ServiceNow / ITSM) • Log analysis, troubleshooting, batch/job monitoring • Knowledge of ECM, workflow automation, document lifecycle Preferred • Experience in Insurance / Financial Services (Canada Life context) • Exposure to OnBase migration / upgrades • Scripting (PowerShell / basic automation) • ITIL-based support model Roles & Responsibilities • L2 Incident & Problem Management • Troubleshoot application issues, analyze logs, and resolve complex incidents • Perform root cause analysis (RCA) and support defect fixes • Application Support & Maintenance • Support OnBase modules (Document Management, Workflow, Integration) • Handle configuration changes, patches, and upgrades • Service Operations • Monitor system health, queues, and batch jobs • Ensure SLA compliance, ticket triaging, and resolution tracking • Integration Support • Support integrations with upstream/downstream systems (APIs, middleware) • Assist with data issues and document ingestion failures • Release & Change Support • Support deployments, regression validation, and release stabilization Outcome Focus • Reduced incident backlog • Faster resolution (MTTR) • Stable OnBase operations & SLA adherence Generic Managerial Skills, If any NA Key Words to search in Resume • OnBase (Hyland ECM) • Workflow / Workflow Support • Incident Management / Production Support (L2) • SQL / Database Troubleshooting • Integration Support (APIs / Document Ingestion) • OnBase + ECM foundation • Workflow and document lifecycle handling • Support operations (incident resolution) • Technical troubleshooting (DB + integration)