Senior Technical Support Engineer
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Job Summary
To support a growing technical support team, the full-time Senior Technical Support Engineer will serve as the senior escalation point for complex issues, lead high-visibility customer incidents, and drive ticket quality and SLA attainment while working remotely.
Key responsibilities
- Serve as the senior technical escalation point for complex, multi-system issues across the Reporting platform and integration layers
- Own high-visibility customer incidents, coordinating responses during critical events and delivering post-incident reviews
- Build and maintain runbooks and troubleshooting guides, while mentoring team members to enhance overall performance
Required qualifications
- 6+ years in customer-facing technical roles, with at least 2 years in a senior or lead escalation capacity
- Hands-on experience with HL7 v2 messaging and PACS/RIS workflows in a healthcare setting
- Proven ability to debug applications in complex Windows environments, including log analysis and network troubleshooting
- Experience mentoring support engineers and improving team performance
- Exceptional communication skills with the ability to engage effectively with technical and non-technical stakeholders
Complete Job Description
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