Technical Support Engineer (Tier 2)

The best CMMS for healthcare maintenance professionals.

Technical Support Engineer(Tier 2)

About Us:
At FSIyoulljoin a team of passionate professionals dedicated to empowering efficient and safe hospital operations. FSI supports over 400 million ft of hospital space every year to run transformative intelligent hospital maintenance operations. FSI is the most comprehensive computerized maintenance management software (CMMS) provider for healthcare andwereproud to serve over 1000 hospitals with some of the largest networks in the country -- includingAdvocateHealth UPMC Yale New Haven SSM Health UNC Health and many others. We work directly with our customers to build customized modern technology that fits their complex 2020 FSI received significant investments to grow and expand on the foundation established since the company began in 2002. We believe our most exciting chapter is just beginning and were looking for talent that wants to make an impact. If youre looking for a fast-paced innovative community with a team focused on collaboration and empowerment through technology we encourage you to get in touch.

Your role:

As a member of FSIs Cloud Operations team this role will provide Tier 2 technical support for ourcutting-edgehealthcare software solutions. Tier 2 support acts as the escalation point for complex or unresolved technical issues that cannot be addressed by Tier 1 support. This means you will handle more advanced troubleshooting requiring a deeper understanding of our software infrastructure and customer environments. You will investigate and resolve incidents involving software defects configuration challenges and integration issues often working directly with customercontactsto gather detailed information and replicate problems.

In this capacity you will serve as a critical liaison between our Tier 1 Support teamwho handle initial customer inquiriesand our Engineering team ensuring that issues are accurately diagnosed and efficiently escalated when necessary. Your responsibilities will include identifying and documenting software defects developing and recommendingworkarounds and providing clear actionable solutions to customers. You will also play a key role in maintaining FSIshigh standardsfor customer service by ensuringtimelycommunication thorough follow-up and a customer-centric approach to problem-solving.

Additionally you may contribute to the creation of support documentation and knowledge base articles to empower both customers and internal teams.

Successful candidates will havedemonstratedtechnicaltroubleshootingand customer interaction skills the ability tolearn quickly anda tenacity for problem solving.

Your responsibilities:

• Respond to and resolve escalated technical support inquiries from customers ensuringtimelyand effective issue resolution.

• Collaborate closely withTier1 SupportRepresentativesto provide in-depth technicalassistanceand guidance.

• Diagnose and troubleshoot complex software issues related to our healthcare SaaS applicationsutilizingyour familiarity with and SQL Server.

• Analyze and debug software defects documenting solutions and best practices for future reference.

• Collaborate with cross-functional teams including Development QA and Product Management to address technical challenges and enhance product quality.

• Contribute to the creation and maintenance of support documentation knowledge base articles and troubleshooting guides.

• Participate in on-call rotations to provide after-hourssupport whenrequired.

• Proactivelyidentifyareas for process improvement and propose solutions to enhance the support experience for both customers and internal teams.

• Stayup to datewith industry trends emerging technologies and best practices to continuously improve your technical skills and contribute to the growth of the team.

• Identify propose and implement AI-enabled tools and techniques to provideincreasing levels ofautomation and enablement for the technical support efforts of the company.

Whatyoullbring to the team:

• Excellent problem-solving and analytical skills witha keenattention to detail.

• Exceptional communication and interpersonal skills with the ability to communicate technical concepts to both technical and non-technical stakeholders.

• Strong teamwork and collaboration abilities with a customer-centric approach to providing support.

• Experience working in the healthcare industry or with healthcare-related software is a plus.

• Relevant certifications (e.g. Microsoft certifications Angular certifications) are a plus.

• Familiarity with Microsoft Azure cloud services is a plus.

Minimum Qualifications:

• Bachelors degree in Computer Science Engineering or a related field (or equivalent work experience).

• Minimum of 2 years of experience in technical support or application support roles preferably within a SaaS environment.

• Familiarity with and SQL Server with the ability to analyze troubleshoot and debug complex software issues in these technologies.

Work Location:
Remote. Some travel may be required.

Compensation:
Compensation for this role will bedeterminedbased on relevant experiencequalifications and work location. The expected salary range is $75000to $90000.

Our Values:

• Customer inspired.

• Solutions-first.

• One team.

• Impactful experts.

We look forward to hearing from you!
Dont meet all the requirementsWereall on a journey to learn constantly and have areas to develop. If you bring some of the above skills to the table and are still developing in others - APPLY ANYWAY! Learning and experienceisnta one-way path if you believe you have the background needed to make an impact in this rolewedlove to hear from you.

FSI is an Equal Opportunity Employer:

We are committed to fostering a diverse inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race color religion sex pregnancy (including childbirth lactation and related medical conditions) national origin age physical and mental disability marital status sexual orientation gender identity gender expression geneticinformation (including characteristics and testing) military and veteran status and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from allwalks of lifeare key to our success as a company.