Technical Support Engineer

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

📋 Description

• Address customer inquiries via phone and email.

• Diagnose and resolve software-related issues.

• Record customer interactions, issues, and solutions in Salesforce Service Cloud.

• Work alongside senior engineers and various departments to escalate more complex problems.

• Install and set up Rhapsody software for clients.

• Engage with customer contacts and vendor representatives.

• Monitor and follow up on issues until resolution, ensuring customer satisfaction.

• Acquire knowledge and present updates regarding Rhapsody product features.

• Guide clients on best practices and optimal utilization of Rhapsody features.

• Provide feedback on implementations to Development, QA, and Product Management teams regarding enhancements and defects.

• Take part in training sessions.

• Ensure client satisfaction concerning support issues.

• Participate in a 24x7x365 support rotation for production-impacting issues and managed services.

• Integrate AI tools into everyday engineering processes, including pull requests, testing, and debugging.

• Develop reusable AI prompts and workflow patterns specifically designed for the codebase.

• Enhance efficiency and output quality by merging AI with engineering signals and refining workflows.

⛳️ Requirements

• Candidates must reside in the UK.

• Shift hours: 8am–17:00 GMT/BST.

• Fluency in English is required.

• Proven ability to autonomously learn and articulate technical concepts.

• Strong critical thinking and analytical skills to deconstruct complex technical issues, assess impacts on system behavior, and eliminate variables.

• Clear and concise verbal and written communication skills are essential.

• Demonstrated patience, empathy, and capability to alleviate customer frustration.

• Proven ability to build rapport and trust with clients and team members.

• Ability to manage multiple tasks, set expectations, and meet deadlines.

• Bachelor’s degree in computer science, information systems, healthcare, or a related field, or equivalent work experience.

• Preferred: At least 1 year of experience with 5 or more of the following: basic networking, TCP/IP troubleshooting, cryptography/encryption, web services, relational databases, communication protocols, JavaScript/Python/Groovy, Java-based application stacks, HL7 & FHIR, system administration, log analysis, cloud infrastructure monitoring, Infrastructure as Code tools.

🏝️ Benefits

• Remote work options available.

• Participation in a 24x7x365 support rotation.

• Access to training sessions for improving product knowledge and technical skills.