Technical Support Engineer

Apply Description

Summary:

As a member of the hc1 Technical Service team, you will conduct tier 1, 2 and 3 support and analysis as well as help test and maintain the products that support the hc1 platform.

As a Technical Support Engineer, you will help influence the quality and maturity of hc1’s software suite. You’ll bridge the gap between UI/UX performance and backend integrations while embedding Continuous Improvement and quality assurance best practices into daily support engineering workflows.You will report to the Director of Technical Support and have the ability to influence our organization by working with hc1 teams to facilitate the highest level of functionality for our customers.

What you’ll do:

Support hc1 clients and assist internal hc1 teams with requests by taking ownership and seeing requests through to resolution across internal teams and any external vendors

Facilitate discussions with activation teams to gain insight into client hc1 workflows, interfaces and implemented BI solutions

Help maintain, track and answer to support SLAs

Log identified and reported issues and bugs in an issue tracking suite and escalate as needed

Show the ability to create clear and detailed instructions and documentation to the online help repository

Facilitate hc1 troubleshooting sessions with internal and external clients as well as initial analysis for BI solutions, integrations, operations, platform and system issues

Respond to any outstanding issues after project go-live

Monitor and maintain hc1 HIPAA and IT security compliance tools

As needed - provide after-hours and weekend support including being the first line of contact for customers with 24/7 support as well as being first line of contact for internal teams that may need assistance from support on rotation with other team members

Demonstrate proficiency in understanding HL7 messaging and troubleshooting tier 1 and 2 level integrations issues

Demonstrate proficiency in understanding Looker and MySQL and troubleshooting tier 1 and 2 level Business Intelligence issues

Perform other duties as assigned

Requirements

What you bring:

Associate’s degree in a technology-related field or at least 1 year of related work experience

Experience in or familiarity with customer-focused situations

Experience working with web/cloud-based applications

Demonstrated troubleshooting, analysis, and problem-solving skills

Exceptional communication skills (verbal and written) with the ability to produce clear concise documentation that can be easily understood by internal and external clients

Knowledge of standard support processes and methodologies (e.g., SQL queries, implementation, enhancement requests, development, and product release, change control, customer support)

Time management skills to meet business demands

Tech Stack:

hc1 and Looker

MySQL and database query tools (Snowflake)

Web-based applications

Microsoft Office Suite, Email, Search Engines, and Web browsers

Data Integration Tools

Google Apps

Linux (AWS)

Splunk, and other system and network monitoring tools

Slack

Jira

Confluence