Technical Services Engineer

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

📋 Description

• Monitor, prioritize, and resolve customer production service requests of varying urgency.

• Ensure adherence to response and resolution timelines to avoid SLA violations.

• Conduct real-time incident analysis and provide updates on status to customers and stakeholders.

• Coordinate emergency production fixes and hotfixes in collaboration with development and infrastructure teams.

• Perform root cause analyses for critical and high-priority production challenges.

• Investigate sporadic and non-reproducible issues using logs, audit tables, and environmental assessments.

• Conduct technical investigations across application, database, and configuration layers.

• Analyze application logs, error traces, and stack traces thoroughly.

• Share investigation results and code snippets with development teams.

• Write and execute complex SQL queries for investigation and data analysis purposes.

• Execute backend data corrections, migrations, and cleanup operations.

• Oversee data correction scripts through CAB approval and change management processes.

• Provide support for application configurations across QA, UAT, Training, and Production environments.

• Manage configuration synchronization, user provisioning, access management, and role-based permissions.

• Serve as the primary escalation contact from L1 for complex production issues.

• Manage GCPROD tickets in conjunction with the Product team.

• Collaborate with CFT, DBA, Product, Infrastructure, and DevOps teams.

• Act as the main point of contact for enterprise customers.

• Professionally communicate incident statuses and resolution findings.

• Engage in and initiate customer calls and demonstrations.

• Identify and pursue automation initiatives.

• Develop automation scripts for routine data corrections and validations.

• Implement process improvements aimed at reducing ticket volume and resolution time.

• Establish monitoring and alerting mechanisms for proactive issue detection.

⛳️ Requirements

• Bachelor’s degree, preferably in Computer Science, Information Systems, Information Technology, or a healthcare-related field, from an accredited university is required.

• 4–6 years of experience in Technical Services and Support managing enterprise applications.

• Proficiency with SQL Server / T-SQL.

• Experience with C# / .NET Framework / Core.

• Familiarity with ASP.NET Core / Web API.

• Experience with REST APIs / SOAP Web Services.

• Knowledge of SSIS / SQL Server Agent.

• Proficient in application log analysis.

• Experience with Jira / ServiceNow.

• Knowledge of Confluence.

• Proficient in Git / source control.

• Experience with Windows Server / IIS.

• Understanding of the Healthcare IT domain.

• Self-motivated and capable of working independently.

• Highly organized and detail-oriented.

• May be required to complete a pre-employment criminal background check.

🏝️ Benefits

• Remote work environment.

• May require travel depending on company needs.

• Reasonable accommodations for individuals with disabilities.

• Equal opportunity employer committed to workforce diversity.