Senior Support Engineer

• A minimum of 6 years of related work experience and a bachelors degree including:

  • An academic qualification in computer engineering computer science information systems software engineering or a related field.

• 6 years of experience in application support client/customer support incident management problem management and change management.

• Knowledge of SQL.

• Outstanding interpersonal abilities and adept at efficient communication with collaborators across various regions of the globe.

• Good to have Healthcare EMR experience but not mandatory

Responsibilities Includes:

- Troubleshoot Investigate & Resolve front-end application issues by gathering information using troubleshooting tools shadowing end users and testing workflows internally and externally.
- Troubleshoot/Investigate via backend methods by capturing log files ability to read and analyze log files querying tables updating database fields and cycling servers.
- Perform changes by following Change Management Process.
- Communicate effectively verbally and in writing to clients and internal stakeholders.
- Document notes activities resolutions and other knowledge articles throughout the lifecycle of an investigation.
- Prioritize work based on severity and urgency (SLA/SLO) balancing client and business needs.
- Perform complex troubleshooting investigations document notes and knowledge articles.
- Collaborate among and across teams to ensure issues are addressed by the appropriate individuals.
- Manage escalations efficiently and to provide timely support during incidents.