Tier 3 Technical Support

Job Summary

Providing advanced technical support, the full-time Tier 3 Technical Support Lead will diagnose and resolve complex issues for DrFirst applications, collaborating with internal teams and utilizing Python for automation and process improvements in a remote environment.

Key responsibilities

• Triage and resolve cases escalated from Tier 2 and interdepartmental teams, determining root causes of client-reported issues
• Manage assigned cases in accordance with service level agreements, performing in-depth troubleshooting and analysis
• Drive automation and process improvements through the development of Python scripts and collaborate with Development and Product teams to recreate issues

Required qualifications

• Master's degree preferred
• Expert knowledge of relational databases (Oracle/PostgreSQL) and proficiency in PL/SQL and SQL query writing
• Proficiency in Python and scripting for automation and data analysis
• 2+ years of professional Tier 1/Tier 2 experience
• Healthcare IT experience desired