Expert Technical Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Diagnose and resolve issues within Windows Server environments

• Utilize PowerShell for validating connectivity, managing services, monitoring processes, and conducting system diagnostics

• Oversee certificate management and security configurations, as well as analyze data from the Event Viewer

• Interpret and resolve SQL Server and ODBC-related errors

• Monitor, execute, and provide support for SQL Agent jobs

• Conduct SQL-based troubleshooting and ensure data integrity validations

• Trace and troubleshoot HL7 message flows and issues related to interfaces

• Investigate backlogs in message queues and failures in integration

• Support secure messaging solutions and ensure endpoint connectivity

• Troubleshoot issues related to IIS, ASP.NET, and the application layer

• Examine application configurations to identify root causes throughout the technology stack

• Replicate issues in both test and production environments

• Analyze and categorize defects based on severity, frequency, and versions of software

• Collect diagnostic evidence such as application logs, SQL traces, network traces, and user recordings

• Document findings, workarounds, hypotheses regarding root causes, and steps to reproduce issues

• Facilitate escalations among Support, Engineering, and Development teams

• Manage incidents using ITSM platforms and track PRBs and defect tickets

• Communicate technical insights to customers and stakeholders

• Create and maintain articles for the Knowledge Base

• Provide comprehensive troubleshooting documentation and summaries of escalations

⛳️ Requirements

• In-depth knowledge of Windows Server environments, SQL Server, HL7 interfaces, and application troubleshooting

• Exceptional analytical abilities and skills in root cause analysis

• Proven experience managing escalations to resolution while ensuring high customer satisfaction

• Proficiency in Windows Server

• Familiarity with PowerShell

• Knowledge of Windows Services

• Experience with Event Viewer

• Skills in Certificate Management

• Understanding of Citrix and Virtual Desktop Infrastructure (VDI)

• Proficiency in IIS

• Knowledge of ASP.NET / .NET Framework

• Experience in Application Configuration Management

• Skills in Stack Trace Analysis

• Familiarity with Authentication and Security Tokens

• Proficiency in Microsoft SQL Server

• Knowledge of SQL Agent Jobs

• Experience with ODBC

• Skills in SQL Extended Events

• Knowledge of SQL Troubleshooting and Query Development

• Understanding of HL7

• Familiarity with Enterprise Interface Engines

• Experience with Secure Messaging Solutions

• Knowledge of Identity & Access Management Systems

• Familiarity with EHR Integrations

• Understanding of TCP/IP

• Knowledge of DNS

• Experience with Firewalls

• Familiarity with Network Ports

• Skills in PKI and Certificate Management

• Proficiency in Azure DevOps

• Experience with GitHub

• Familiarity with ServiceNow or similar ITSM platforms

• Skills in Log Analysis and Diagnostic Tools

• Experience with AI-enabled troubleshooting and automation tools

• Preferred: Knowledge of Browser Developer Tools, Fiddler, Wireshark, Linux, Docker, Container Technologies, Microsoft Azure, Amazon Web Services (AWS)

• Experience in the Healthcare IT domain is highly desirable, including familiarity with HL7 Workflows, ADT, Patient Matching, EHR Systems, EDMS/DMR Platforms, and Clinical Workflows and Healthcare Integrations

🏝️ Benefits

• Comprehensive health and wellness benefits

• Opportunities for professional development and growth

• Flexible work arrangements

• Collaborative and inclusive work environment

• Competitive salary and performance-based incentives