About the Role
Provide expert technical support for complex software issues, focusing on troubleshooting system configurations, SQL Server, HL7 interfaces, and product functionality. Document solutions, collaborate with development teams, and support healthcare technology systems with strong customer service and analytical skills.
Responsibilities
- Assist customers in diagnosing and resolving highly complex product-related issues through phone and online channels.
- Troubleshoot advanced problems involving system setup, configuration, product features, SQL Server, HL7 messaging, and software defects or enhancements.
- Log and track incoming support cases with accurate documentation of customer-reported issues.
- Create detailed records of problems and resolutions to support training for junior support staff.
- Record customer issues and requests in compliance with standard procedures and service level agreements.
- Collaborate with product development teams to highlight design flaws and suggest improvements.
- Maintain up-to-date knowledge of existing products, design updates, and new software releases.
- Participate in after-hours and on-call support as required.
Requirements
- Minimum of three years of professional experience in technical or software support.
- Demonstrated proficiency in writing and executing SQL queries, including experience with MS SQL Server and T-SQL.
- Fundamental knowledge of Windows Server environments.
- Experience engaging with international clients in a support capacity.
- Proven hands-on experience providing application or product technical support.
- Familiarity with Microsoft Windows Server and SQL Server, including diagnosing related technical issues.
- Track record of applying troubleshooting and analytical skills in software support scenarios.
- Understanding of the software development life cycle phases.
- Experience supporting healthcare data interfaces using HL7 standards.
- Experience identifying and resolving software performance bottlenecks.
- Ability to work effectively both independently and as part of a team.
- Strong written and verbal communication abilities with a focus on customer service.
Nice to Have
- Familiarity with healthcare applications, clinical workflows, medical terminology, and the operational needs of patient care staff.
- Holds multiple certifications from Allscripts/Altera or external providers such as Microsoft, particularly in SQL, server technologies, or healthcare IT.
- Knowledge of configuring and operating one or more Sunrise software applications or modules.
- Proven ability to manage multiple tasks simultaneously while maintaining focus on customer needs and meeting deadlines.
Tech Stack
SQL Server, T-SQL, Windows Server, HL7
Work Arrangement
May include after-hours and on-call responsibilities
Team
Collaborates with customer support, product development, and technical teams
Additional Information
- This role may require participation in after-hours and on-call support rotations.
