Senior Software Application Support Engineer - Healthcare Tech

Newton area, MA · Job # 8494RK

A rapidly expanding and entrepreneurial healthcare data venture seeking a results-driven Sr. Application Support Engineer.

Make a Vital Impact!!  This is a highly visible position with direct daily contact with external customers, internal Professional Services, Tech Sales and Devops teams.

  • Responsible for providing support to customers and internal Services and Technical Sales staff.
  • Provide critical interface with customers by answering user questions and resolving first and second-level technical issues or triaging more complex issues through proper escalation channels. 
  • Provide support via phone, e-mail, and our customer management platform and must ensure prompt, courteous and professional service to our customers through effective communication, timely follow-up, technical expertise and adherence to department policies and standards.
  • Play a vital part in the building out of professional services offerings such as proactive monitoring and customized data extraction routines.
  • Assist in managing implementation, upgrades and environment support for hosted customers
  • Create accurate and complete documentation on all customer interactions and problem diagnostics
  • Educate customers as necessary to enable them to support themselves or resolve their issues
  • Work closely with DevOps to steer solution upgrade and maintenance towards automation where appropriate
  • Serve as a technical lead in the execution of the organization’s proactive monitoring strategy

The Skills/Experience You Bring:

  • 5+ years of work experience in a technical support role with direct customer contact
  • Cloud solutions (AWS, Azure, GCP)
  • Strong knowledge of Linux server operating systems (Ubuntu, Red Hat) and Windows Server 2012-2019
  • Experience troubleshooting web applications
  • Familiarity with programming concepts
  • Familiar with enterprise database software (SQL, MongoDB)
  • A self-starter who can work independently, prioritize and trouble-shoot new issues
  • Ability to maintain calm, professional demeanor while balancing multiple priorities
  • Competent in use of Microsoft Office applications (Word, Excel, etc.)
  • Fluent in the English language
  • Excellent verbal and written communication skills
  • Strong organizational skills
  • Experience in using remote support methods
  • Experience programming in any language a plus
  • Experience with Docker/Kubernetes a plus
  • Bachelor’s degree or Associate’s degree with relevant tech support experience
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