L3 Software Support Specialist

Richmond Hill, ON (Hybrid)

Who We Are

Embross delivers market-leading passenger automation and self-service technologies to the global travel market. That last flight you jumped on, there is a good chance an Embross hardware or software solution helped facilitate part of your airport experience. The world’s leading airlines and airports use Embross’ range of service technologies to help make the passenger travel experience faster, simpler, and less stressful. For our partners, that translates to offering more flights, more often with more (happy) passengers on board.

So, what’s great about what we do? We get to think creatively across a diverse solution stack of hardware and software to solve service and operations challenges for the world’s busiest public transit spaces. If you like challenges, we should talk.

What You’ll Do

We pride ourselves on staying ahead of the curve as we help our customers optimize and improve their service delivery models. We’re excited to be entering a new transformative phase of our stack as we explore new products, and new capabilities and embrace the growing data-driven demands of these environments.

We are seeking a skilled and customer-focused L3 Software Support Specialist with strong full-stack (Java + React) development capabilities. This role is central to bridging the gap between front-line support teams (L0–L2) and the Software Engineering team (L4), focusing on deep-dive analysis, triage, and hands-on fixes for complex software issues.

You will be the go-to expert when field-reported or customer-raised issues require deeper investigation. Whether that means reaching out to customers directly, replicating the issue, digging into codebases, or offering fixes within your domain – you're not just supporting the product, you're helping shape it.

In this role, You will (but not limited to):

• Triage, investigate, and resolve escalated software issues across our product portfolio
• Directly interface with customers and internal support/field teams to collect detailed issue context
• Access logs, databases, and code to identify root causes and suggest or apply fixes
• When applicable, resolve issues directly via code-level changes or configuration updates
• Collaborate with Software Developers for escalations that require full development cycles
• Act as a subject-matter expert on deployed customer solutions and support readiness
• Author technical documentation, FAQs, and diagnostic runbooks to improve resolution efficiency
• Assist in maintaining L3 support metrics (response time, resolution time, etc.)
• Participate in after-hour on-call rotation for Sev-1 (Severity 1) issues, providing initial triage and resolution when possible, or escalating appropriately to ensure next-business-day follow-up by self or Software Development team

Who You a****re

• Post-Secondary Degree or Diploma in Computer Engineering, Systems Engineering, Computer Science, or similar
• 3+ years of professional experience in full-stack development (Java + React or equivalent)
• Strong debugging and troubleshooting skills (logs, stack traces, DB queries, API traffic, etc.)
• Excellent written and verbal communication skills; confident in interacting directly with customers
• Familiarity with ticketing systems (Jira), monitoring tools, and source control (Git)
• Comfortable working in fast-paced, multi-project, multi-customer environments
• Experience supporting production systems and working with SLA-driven incident response
• Passionate about providing solutions – not just answers
• Self-motivated and able to work with minimal supervision

BONUS, if you also are…

• Experience in DevOps environments (AWS, Docker, Kubernetes, Jenkins, etc.)
• Background in travel technology, kiosk software, or customer-facing enterprise systems
• Understanding of IATA CUSS/CUPPS standards
• Experience with Agile/Scrum
• Extra bonus points if you can communicate in French and/or Spanish in Professional level, but not a must

You Travel

You will be working mostly from Richmond Hill Office, with a possibility of 10 – 25% of business travel.

What We Offer

• World-class product engineering and development - You will join a team of leaders who are dedicated to creating innovative and impactful solutions for our clients and their customers.
• Career growth and development - As a build-from-within company, we are committed to offering you a competitive salary package with responsibilities and projects designed to build mastery and leadership throughout the course of your career.
• Dynamic and respectful work environment - Working alongside some of the brightest minds, you will collaborate on impactful work within a supportive environment - one where company values are always embraced and expressed, and diversity is a business imperative.

To support our talented workforce, apart from the base salary, we also offer:

• Employer-paid Health, wellness, and lifestyle benefits to balance your heart, mind, and body which includes Health, Dental, Vision, Life Insurance
• STD and LTD Benefits*.*
• A minimum of 3% of your base salary towards GRSP as an employer contribution.
• Opportunity to participate in the Performance-based Profit-Sharing Program and earn up to an additional 15% of your Base Salary.
• Flexible working environment.
• Frequent social events – BBQ, Bowling, Picnics, Food drives, parties, and a lot more.

Embross values diversity and people of all backgrounds and abilities. Should you require any accommodations prior to or during the interview process, please email careers@embross.com