OnBase Support Engineer (L3)

Job Title: OnBase Support Engineer (L3)

Location: Toronto, ON
Work Arrangement: Onsite
Experience: 8+ Years
Employment Type: Full-Time

Job Description

We are seeking an experienced OnBase Support Engineer (L3) with strong expertise in Hyland OnBase administration, workflow, Unity, integrations, SQL troubleshooting, and enterprise application support. The ideal candidate will provide advanced L3 support, lead RCA and problem management, optimize OnBase performance, and support integrations, upgrades, releases, and modernization initiatives.

Key Responsibilities

• Provide L3 production support for Hyland OnBase applications and enterprise document management solutions
• Resolve critical and complex incidents escalated from L2 support teams
• Lead root cause analysis and implement permanent corrective solutions
• Administer and configure OnBase modules including Workflow, Unity, and integrations
• Troubleshoot SQL and database-related application issues
• Perform performance tuning, capacity optimization, and scalability improvements
• Support OnBase upgrades, patching, enhancements, migrations, and modernization initiatives
• Provide SME-level support for APIs, web services, middleware, and system-to-system integrations
• Design and optimize document workflows and automation solutions
• Lead production releases, deployment activities, stabilization, and post-release validation
• Ensure change management, release governance, risk mitigation, and compliance requirements are followed
• Develop automation and scripting solutions using PowerShell, batch jobs, or similar technologies
• Guide L1/L2 support teams and provide technical knowledge transfer
• Reduce incident backlog and improve MTTR and SLA performance
• Prepare RCA documents, technical documentation, runbooks, and operational procedures
• Drive continuous service improvement and platform reliability

Required Qualifications

• 8+ years of IT experience with strong enterprise application support experience
• Deep hands-on expertise with Hyland OnBase
• Strong experience with OnBase Administration, Workflow, Unity, and Integration
• Strong SQL and database troubleshooting skills
• Experience with enterprise application architecture and support models
• Strong knowledge of APIs, web services, middleware, and system integrations
• Experience with ITIL-based incident, problem, and change management
• Strong troubleshooting, RCA, performance tuning, and production support skills
• Excellent communication and stakeholder management abilities

Technical Skills

• Hyland OnBase
• OnBase Administration
• OnBase Workflow
• OnBase Unity
• OnBase Integration
• Enterprise Content Management
• SQL / Database Troubleshooting
• APIs / REST / Web Services
• Middleware Integration
• System-to-System Integration
• Workflow Automation
• PowerShell
• Batch Scripting
• Performance Tuning
• Application Architecture
• Incident / Problem / Change Management
• ITIL
• Release & Deployment Management

Preferred Qualifications

• Experience in Insurance or Financial Services
• Exposure to OnBase migration, modernization, or transformation programs
• Experience with automation and scripting
• Strong knowledge of performance optimization and system scalability
• Experience with enterprise document management and workflow solutions
• Exposure to migration or modernization involving Appian or IBM CP4BA
• Experience leading technical teams and mentoring L1/L2 resources

Key Competencies

• L3 Technical Support
• OnBase Architecture
• Enterprise Application Support
• Root Cause Analysis
• Problem Management
• Integration Engineering
• Workflow Optimization
• Performance & Scalability
• Release & Change Governance
• Technical Leadership
• Continuous Service Improvement

Expected Outcomes

• Improved platform resilience and reduced critical incidents
• Faster resolution of complex production issues
• Optimized OnBase performance and scalability
• Stable and governed production releases
• Improved SLA adherence and reduced incident backlog
• Stronger automation and operational efficiency