Senior Technical Support Engineer (L2)

In this role, you will:

Troubleshoot and resolve Tier 2 technical Support tickets to identify solutions or workarounds
Develop and deploy code and database level fixes for issues reported in production environments where applicable
Escalate unresolved Tier 2 issues to the Tier 3 development and product teams, when required
Collaborate with Tier 1 Support to ask targeted questions and gather complete information related to incoming support tickets
Communicate technical details of resolved issues to customers through Tier 1 Support
Collaborate with product and engineering teams to develop a foundational knowledge of the product, underlying technology and ongoing changes
Prioritize and manage several open issues at the same time
Develop knowledge of multiple production environments and custom logics deployed on different customer sites
Execute customer reporting requests
Provide assessment of severity and business impact on Tier 2 reported issues
Execute efforts for ensuring high quality and accuracy of existing data in production environments
Log relevant changes in the configuration tracking documents and any additional details related to the reported issues

Skills and Requirements:

Bachelor’s Degree in Engineering, Computer Science or relevant field
Technical background of software development
1-2+ years of experience in QA or managing software application
Must have Hands-on experience with SQL
Must have excellent English communication skills and experience with documenting root cause analysis
Must have ability to multitask in a fast-paced environment
Must have ability to empathize and communicate with customers
Ability to work in a 24×7 environment
Experience using Jira, Slack, and GitHub
Knowledge about HL7 standards is a plus

“So what’s in it for me,” you ask?

We pride ourselves for being a culture-based company buzzing with high-energy. Aside from the enthusiastic environment, you’ll enjoy:

If we still have your attention, don’t delay, send us your resume!