OVERVIEW Seeking a Support Analyst for a financial institution and their lending technology team. This team builds and maintains AWS based APIs that power mortgage and loan application workflows, including pre-approvals, renewals, and loan amendments.
This role is the primary owner of production support and incident management for the team. You will be the person who keeps issues moving, from first triage through resolution, while giving the engineering team the space to focus on building. If you like bringing order to a fast paced technical environment and enjoy being the person others rely on when something breaks, this role was built for you.
6 month contract to start, chance to extend
Hourly Pay Rates in CAD:
T4 - $43.50 - $50
IC - $50 - $57.30
RESPONSIBILITIES Own day to day production support and incident management
Triage and manage incoming production issues across APIs and connected applications
Monitor and maintain the production support backlog
Investigate incidents to determine root cause or likely source of the issue
Distinguish between user issues, application issues, API failures, and infrastructure related problems
Escalate true engineering issues to the appropriate development teams
Partner closely with engineers and leadership to improve issue tracking and resolution flow
Provide regular reporting on incident trends, backlog volume, issue types, and resolution patterns




QUALIFICATIONS Required Experience in production support, incident management, or application support
Hands on experience with AWS cloud environments
Understanding of APIs and ability to troubleshoot API related issues
Ability to work across multiple applications and interconnected systems
Strong organizational skills with the ability to manage a high volume issue queue
Strong communication skills and comfort working with technical teams
Comfortable reviewing code and investigating issues in depth, though this is not a development role
Experience working with AI coding assistants (such as GitHub Copilot), with the ability to assess and validate AI generated code as part of issue investigation
Nice to Have Experience in mortgage, lending, or financial services environments
Familiarity with problem management processes
Experience supporting cloud native applications
Exposure to enterprise environments with multiple upstream and downstream dependencies
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive workplace for all employees.

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📌 Support Analyst (Ontario)
🏢 Releady
📍 Ontario