Application Support Engineer

This is a remote position.About the RoleEmbrace GovTech delivers mission-critical software and payment processing solutions for government agencies, powering high-volume workflows across taxes, fees, remittances, and public sector operations. Fairfax Imaging, part of the Embrace portfolio, is a market-leading provider of mission-critical payment and document processing software for government agencies across North America. The platform enables organizations to efficiently process high-volume transactions, including taxes, fees, and remittances. Its cloud-enabled solution, Quick Modules, supports complex workflows such as mail-in processing, electronic payments, cashiering, and title and registration, helping agencies improve accuracy, speed, and operational efficiency.As we continue to grow, we are looking for a Support Services Engineer to join our team. You will be the first point of contact for our customers when something goes wrong. That means owning the ticket, owning the relationship, and driving toward resolution, whether that is a fix you implement yourself or a clean handoff to the next level of support with full context.​You will be working inside a C#/.NET codebase with a React and TypeScript frontend. Our software has three layers: a Core Product, project-specific customizations, and support-engineered code. You will be responsible for that last layer, understanding what the project team built and making targeted changes to keep customers running.A significant portion of this role involves configuring and troubleshooting the Core Product itself. Business rules, workflows, and environment-specific settings are all in play, and getting them right requires patience and methodical thinking. If you are looking for a pure software development role, this is not it. If you are the kind of person who gets satisfaction from figuring out why something is broken and making it right, read on.This role is customer-facing and code-facing in equal measure. If you are a recent grad who can write clean C# and hold a professional conversation under pressure, we want to talk.What You Will DoTriage and manage incoming support tickets across multiple customers, maintaining SLA response and resolutionCommunicate directly with customers by setting expectations, providing status updates, and translating technical problems into plain languageRead existing code and design documents to understand customer environments before issues ariseImplement code fixes in C#/.NET and React/TS for production and test environmentsEscalate tickets with thorough documentation when issues require deeper engineering involvementReview software releases, test Cloud environments, and coordinate releases with customersParticipate in a rotating on-call schedule for customers contracted for 24/7 after hours supportDocument issues, resolutions, and institutional knowledge for the team RequirementsWhat We Are Looking ForBS in Computer Science, Information Systems, or a related field, or equivalent hands-on experienceExceptional troubleshooting ability. When something breaks, the cause could be misconfiguration, a code defect, a customer environment issue, or some combination of all three. Your job is to figure out which, methodically, before you start making changes. This is the core skill of the role.Working knowledge of C#/.NET. You do not need years of professional experience, but you need to be able to read, debug, and modify real codeFamiliarity with React, TypeScript, or JavaScriptComfort with SQL and relational databasesExperience with Visual Studio/VS CodeComfort with reading logs, tracing errors, and working through a problem systematically when there is no obvious answerHow You WorkYou stay calm when three customers are escalating at onceYou write clearly. Tickets, status updates, and emails that do not need a follow-up to understandYou follow through. Open issues do not fall through cracks on your watchYou ask for help at the right time, not too early and not too lateYou are comfortable being the person the customer calls when things are brokenOther RequirementsMust pass background checks (required for access to customer environments)Ability to travel occasionally (approximately 10%) BenefitsCompetitive salary commensurate with experience.Opportunities for career advancement and professional development.Experience collaborating with a diverse, global team.​Comprehensive Health Benefits to support your wellbeing and peace of mind. Originally posted on Himalayas