Technical Support Engineer

Technical Support & Customer Service

• Provide Tier II/Tier III technical support to clients via phone, email, and remote support tools.
• Investigate, troubleshoot, and resolve complex application, database, interface, and infrastructure issues.
• Document customer interactions, troubleshooting activities, root cause analysis, and resolutions within the CRM system.
• Manage support tickets throughout the entire incident lifecycle, ensuring timely communication and issue resolution.
• Escalate issues appropriately while maintaining ownership and customer engagement.

SQL & Database Support

• Utilize Microsoft SQL Server to troubleshoot application issues, validate data integrity, and identify system anomalies.
• Develop and execute SQL queries to investigate customer-reported issues and support troubleshooting efforts.
• Analyze database performance, data flow, and transaction records to resolve technical incidents.
• Support data validation, reporting requests, and root-cause investigations.
• Partner with Development, Product, and Engineering teams to identify and resolve database-related defects and performance concerns.
• Assist with database maintenance activities and application upgrades when required.

Application & Systems Support

• Support enterprise applications running in Windows Server, Citrix, and virtualized environments.
• Troubleshoot application integrations, interfaces, and connectivity issues.
• Assist clients with software implementations, patches, upgrades, and system enhancements.
• Schedule and perform remote upgrades while ensuring proper documentation and change control procedures.
• Maintain expertise in product functionality, enhancements, and release updates.

Healthcare Integration Support

• Support HL7 interfaces and healthcare system integrations.
• Troubleshoot data exchange and interface-related issues between applications and healthcare systems.
• Work closely with hospital IT teams to resolve technical and operational problems.

Operational Excellence

• Participate in a 24x7 on-call support rotation.
• Meet service-level agreements (SLAs), customer satisfaction goals, and team performance metrics.
• Contribute to process improvement initiatives and knowledge base development.

Required Qualifications

Education & Experience

• Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
• 2+ years of technical support, application support, systems support, or database support experience.
• Experience supporting business-critical software applications in a client-facing environment.

Strong SQL Experience Required

• Hands-on experience with Microsoft SQL Server .
• Ability to write and modify:
• SELECT statements
• JOINS
• Stored Procedures
• Views
• Data validation queries
• Basic performance troubleshooting queries
• Experience analyzing databases to identify application issues and data discrepancies.
• Ability to interpret database structures and relationships.

Technical Skills

Required

• Microsoft SQL Server
• SQL Query Development and Troubleshooting
• Windows Server Administration
• Active Directory
• Remote Support Tools
• Microsoft Office Suite
• Technical Documentation and CRM Systems

Preferred

• HL7 Interface Support
• Rhapsody Integration Engine
• Citrix Environments
• Virtualization Technologies (VMware/Hyper-V)
• Healthcare Software Support
• Network Monitoring Tools
• PowerShell
• SSRS or SQL Reporting
• EHR/EMR Systems

Preferred Experience

• Healthcare technology or hospital IT environments.
• FDA-regulated software or medical device environments.
• Electronic Health Record (EHR) systems.
• Clinical applications support.
• Interface engine administration and HL7 troubleshooting.
• Microsoft certifications, SQL certifications, or CompTIA certifications.