Senior Executive, Support Specialist

About WhiteCoat

WhiteCoat is a Singapore-headquartered omnichannel provider of integrated health andwellness services that serves as the first and single touchpoint for all care needs in SoutheastAsia.

Since launching in 2018 WhiteCoats digital platform powers a wide range of services includingtele- and in-person consultations as well as medication fulfilment and diagnostic testingacross primary specialist and allied care. With a focus on the B2B space WhiteCoat has forged strategic partnerships with the regionsleading insurers corporates and care providers to provide accessible and affordable high-quality care to its users.

The Group currently has offices in Singapore Indonesia Malaysia and more information on WhiteCoat please visit .

What you will be doing

We are seeking a Technical Product Support Specialist at Level 2 to join our expert support team. This role requires a candidate with a strong technical backgroundpreferably a former software engineer or business analystwith in-depth knowledge of software systems databases and healthcare IT environments. The specialist will handle advanced technical support cases work closely with cross-functional teams and contribute to the continuous improvement of our products.

Key Responsibilities:

• Advanced Technical Support:

  • Provide Level 2 technical support for Whitecoats suite of healthcare software products.

  • Diagnose and resolve complex software issues including application errors system integrations and performance problems.

  • Analyze log files error reports and system data to identify root causes.

  • Utilize debugging tools and techniques to troubleshoot issues at the code level when necessary.

• System Integration and Configuration:

  • Assist clients with the installation configuration and optimization of Whitecoat products in various environments.

  • Provide support for system integrations with third-party applications APIs and healthcare data standards.

  • Troubleshoot network-related issues affecting software performance and connectivity.

• Database Management:

  • Perform advanced queries and analyze database issues using SQL.

  • Support database migrations backups and restorations in collaboration with client IT teams.

  • Optimize database performance and advise on best practices.

• Collaboration with Development Teams:

  • Work closely with software developers and QA teams to escalate and resolve product defects.

  • Participate in code reviews and provide feedback to development teams based on support insights.

  • Contribute to the development of patches and updates for critical issues.

• Documentation and Knowledge Base:

  • Create and maintain detailed technical documentation including troubleshooting guides technical notes and knowledge base articles.

  • Document all support activities in the ticketing system with thorough explanations and resolution steps.

• Continuous Improvement:

  • Identify recurring technical issues and propose solutions to mitigate them.

  • Provide feedback to product management on customer needs and potential product enhancements.

  • Stay current with emerging technologies relevant to Whitecoats products and the healthcare IT industry.

Our Benefits

• Make a Real Impact: Opportunity to contribute to a leading digital health companys rapid growth.

• Fast-paced Start-up Environment: Experience an environment where you get to own and make tangible impact without bureaucracy getting in the way of rapid decision-making.

• Great Team: Collaborate with intelligent friendly and supportive professionals from diverse backgrounds.

• Hands-on Learning & Growth: Gain hands-on experience in strategy partnerships operations and product innovation within a growing industry.

• Competitive Compensation & Benefits: Competitive compensation and performance-based bonus.

How to apply

If you believe you have what it takes for this role click Apply and join us on our journey to make a positive impact on the lives of people through innovative healthcare solutions!

What we are looking for

• Education:

  • Bachelors degree in Computer Science Software Engineering Information Technology or a related technical field.

• Experience:

  • Minimum of 4 years of experience in technical support software engineering or as a business analyst in a technical domain.

  • Proven experience with healthcare IT systems and understanding of healthcare data standards is highly desirable.

  • Prior experience as a software engineer or business analyst working with complex software systems.

• Technical Skills:

  • Programming Languages:

    • Proficiency in at least one programming language such as Java C# or Python.

    • Ability to understand and read code for debugging purposes.

  • Databases:

    • Strong SQL skills and experience with relational databases (e.g. MySQL PostgreSQL SQL Server).

    • Experience with database performance tuning and optimization.

  • Tools and Technologies:

    • Experience with RESTful APIs web services and microservices architecture.