OnBase Support Engineer (L3)

The OnBase Support Engineer (L3) will serve as a senior technical SME responsible for enterprise Hyland OnBase support, platform engineering, integration support, optimization and production governance. The role focuses on resolving complex L3 incidents, driving root cause analysis and permanent fixes, improving platform resilience and scalability, and supporting stable releases and continuous service improvement.

Key Responsibilities:

• Resolve critical and complex OnBase incidents escalated from L2 and lead root cause analysis through permanent remediation.

• Design and implement OnBase configurations, performance improvements and platform optimizations.

• Support OnBase upgrades, patching and system enhancements.

• Provide SME support for integrations involving APIs, middleware and upstream systems.

• Define best practices for document workflows and automation.

• Lead production releases, deployment strategies and post-release stabilization.

• Ensure release and change activities follow governance requirements and mitigate operational risk.

• Guide L1/L2 support teams, reduce incident backlog and improve MTTR.

• Drive SLA adherence and continuous service improvement.

• Contribute to improved system resilience, faster resolution of complex issues, optimized OnBase performance and stable production releases.

Required Skills & Qualifications:

• 8+ years of experience in enterprise application support and engineering, with deep expertise in Hyland OnBase.

• Strong hands-on OnBase expertise across administration, workflow, Unity and integration capabilities.

• Strong SQL and database troubleshooting experience.

• Experience with enterprise application architecture and support models.

• Strong understanding of integration technologies including APIs, web services and middleware.

• Experience working with ITIL-based incident, problem and change management.

• Proven L3 production support experience, including RCA, permanent fixes and complex incident resolution.

• Experience supporting production releases, system enhancements and operational stabilization.

Preferred Qualifications:

• Experience in Insurance or Financial Services.

• Exposure to OnBase migration, modernization or transformation programs.

• Automation and scripting experience using PowerShell or batch jobs.

• Experience with performance tuning and system scalability.

• Exposure to migration or modernization initiatives involving OnBase, Appian or CP4BA.