Technical Support Engineer

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

📋 Description

• Serve as the essential connection between Level 2 Support and Development teams.

• Analyze, diagnose, and resolve intricate technical escalations related to enterprise healthcare applications and secure messaging solutions.

• Troubleshoot issues within Windows Server environments.

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

• Handle certificates and security configurations while examining Event Viewer data.

• Interpret and troubleshoot errors associated with SQL Server and ODBC.

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

• Conduct SQL-based troubleshooting and validate data integrity.

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

• Investigate message queue backlogs and any integration failures.

• Provide support for secure messaging solutions and endpoint connectivity.

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

• Review 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 software versions.

• Gather diagnostic information, including application logs, SQL traces, network traces, and user recordings.

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

• Coordinate escalations among Support, Engineering, and Development teams.

• Manage incidents using ITSM platforms and monitor PRBs and defect tickets.

• Effectively communicate technical findings to customers and stakeholders.

• Create and maintain Knowledge Base articles.

• Provide comprehensive troubleshooting documentation and summaries of escalations.

⛳️ Requirements

• Extensive knowledge of Windows Server environments, SQL Server, HL7 interfaces, and application troubleshooting.

• Strong analytical skills with a focus on root cause analysis.

• Proven experience in managing escalations to resolution while ensuring high levels of customer satisfaction.

• Proficiency in Windows Server.

• Proficient in PowerShell.

• Familiar with Windows Services.

• Knowledgeable about Event Viewer.

• Experienced in Certificate Management.

• Understanding of Citrix and Virtual Desktop Infrastructure (VDI).

• Skilled in IIS.

• Experienced with ASP.NET / .NET Framework.

• Capable in Application Configuration Management.

• Knowledgeable in Stack Trace Analysis.

• Familiar with Authentication and Security Tokens.

• Proficient in Microsoft SQL Server.

• Knowledgeable in SQL Agent Jobs.

• Familiar with ODBC.

• Experienced in SQL Extended Events.

• Skilled in SQL Troubleshooting and Query Development.

• Knowledgeable in HL7.

• Experienced with Enterprise Interface Engines.

• Understanding of Secure Messaging Solutions.

• Familiar with Identity & Access Management Systems.

• Experience with EHR Integrations.

• Proficient in TCP/IP.

• Knowledgeable in DNS.

• Familiar with Firewalls.

• Understanding of Network Ports.

• Experienced in PKI and Certificate Management.

• Familiar with Azure DevOps.

• Knowledgeable in GitHub.

• Experienced with ServiceNow or similar ITSM platforms.

• Proficient in Log Analysis and Diagnostic Tools.

• Familiar with AI-enabled troubleshooting and automation tools.

• Knowledgeable in the Healthcare IT domain, including HL7 Workflows, ADT, Patient Matching, EHR Systems, EDMS/DMR Platforms, and Clinical Workflows and Healthcare Integrations.

• Preferred: Experience with Browser Developer Tools, Fiddler, Wireshark, Linux, Docker, Container Technologies, Microsoft Azure, and Amazon Web Services (AWS).

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working arrangements.

• Opportunities for professional development and career growth.

• Supportive and inclusive work environment.