Technical Support Engineer (IGT1 Lanka: Rhapsody)

Description:

We are seeking highly skilled Technical Support Engineers to join our Rhapsody Support Team. This role is responsible for delivering exceptional technical support troubleshooting complex integration and product-related issues and ensuring a seamless user experience for our customers.

As a Technical Support Engineer you will work closely with clients and internal teams to analyze diagnose and resolve technical challenges while documenting solutions and providing guidance on product implementation and integration. Senior and Lead roles will involve mentoring junior engineers driving process improvements and handling escalations.

Functional Duties:

• Respond to customer inquiries via phone and email providing timely and effective support.
• Troubleshoot and resolve software issues guiding customers through the process.
• Document customer interactions issues and resolutions in the Salesforce Service Cloud ticketing system.
• Collaborate with senior engineers and other departments to escalate complex issues when necessary.
• Install and configure Rhapsody software for clients.
• Maintain timely and effective communication with customer contacts and their designated vendor representatives.
• Monitor and track issues to ensure timely resolution and follow-up with customers.
• Stay abreast of Rhapsody product and feature changes to the degree required to confidently present the features to clients.
• Direct Rhapsody clients in the best practices and recommended usage of Rhapsody software features.
• Provide feedback on real-world implementation perspectives to the Dev/QA/Product Management teams via Enhancements and Defects.
• Participate in training sessions to enhance product knowledge and technical skills.
• Ensure client satisfaction for Support issues.
• Serve as part of Supports 24x7x365 coverage for production-inhibiting issues and/or managed services rotation.

The candidates are required to work North American shift (7.30 p.m. - 4.30 a.m. IST) from Monday - Friday. 

Qualifications :

Minimum Requirements:

• Technical skills: Demonstrated ability to independently learn and explain technical concepts. See also Preferred Requirements below.
• Critical thinking and analytical skills: Demonstrated ability to break complex technical problems into their contributing factors identify impacts on system behavior and eliminate variables to better define the issue.
• Communication: Demonstrated ability to clearly and concisely express yourself both verbally and in writing. English fluency required.
• Customer service: Demonstrated ability to be patient sympathetic and diffuse frustration.
• Interpersonal skills: Demonstrated ability to build rapport and trust with customers and colleagues.
• Time management: Demonstrated ability to manage multiple tasks set clear expectations and complete assigned tasks in a timely manner.

Preferred Skills: 1 or more years of experience with 5 or more of the following:

• Basic networking concepts (e.g. VPNs firewall clearances)
• Troubleshooting TCP/IP handshakes and headers (e.g. using Wireshark)
• Cryptography/encryption (TLS SSL private v public keys encryption algorithms certificate generation & install self-assigned v CA certificates)
• Web services (REST SOAP XML JSON Postman SOAPUI)
• Relational Databases (SQL queries JDBC ODBC installing SQL drivers)
• Other communication protocols such as SSH SFTP Amazon S3 AMQP and Kafka
• Programming in Javascript Python and/or Groovy
• Java-based application technical stack components (e.g. JDK Apache Tomcat Apache Karaf Apache TinkerPop/Gremlin)
• HL7 & FHIR
• Basic system administration (Linux/Unix Windows) and command shells (e.g. PuTTY Powershell sh and its variants)
• Log analysis (e.g. Log4j Logback)
• Cloud infrastructure monitoring tools (e.g. AWS Management Console DataDog Coralogix Grafana)
• Basic use of Infrastructure as Code tools (e.g. Ansible Gitlab pipelines)

Educational/ Professional Qualification

Bachelors in computer science information systems healthcare or related field or comparable work experience.

Remote Work :

No

Employment Type :

Full-time