Technical Support Engineer

Summary:

As a member of the hc1 Technical Service team, you will conduct tier 1, 2 and 3 support and analysis as well as help test and maintain the products that support the hc1 platform. 

As a Technical Support Engineer, you will help influence the quality and maturity of hc1’s software suite. You’ll bridge the gap between UI/UX performance and backend integrations while embedding Continuous Improvement and quality assurance best practices into daily support engineering workflows.You will report to the Director of Technical Support and have the ability to influence our organization by working with hc1 teams to facilitate the highest level of functionality for our customers.

What you’ll do:

• Support hc1 clients and assist internal hc1 teams with requests by taking ownership and seeing requests through to resolution across internal teams and any external vendors
• Facilitate discussions with activation teams to gain insight into client hc1 workflows, interfaces and implemented BI solutions
• Help maintain, track and answer to support SLAs 
• Log identified and reported issues and bugs in an issue tracking suite and escalate as needed
• Show the ability to create clear and detailed instructions and documentation to the online help repository
• Facilitate hc1 troubleshooting sessions with internal and external clients as well as initial analysis for BI solutions, integrations, operations, platform and system issues
• Respond to any outstanding issues after project go-live
• Monitor and maintain hc1 HIPAA and IT security compliance tools
• As needed - provide after-hours and weekend support including being the first line of contact for customers with 24/7 support as well as being first line of contact for internal teams that may need assistance from support on rotation with other team members
• Demonstrate proficiency in understanding HL7 messaging and troubleshooting tier 1 and 2 level integrations issues 
• Demonstrate proficiency in understanding Looker and MySQL and troubleshooting tier 1 and 2 level Business Intelligence issues 
• Perform other duties as assigned

What you bring:

• Associate’s degree in a technology-related field or at least 1 year of related work experience
• Experience in or familiarity with customer-focused situations
• Experience working with web/cloud-based applications
• Demonstrated troubleshooting, analysis, and problem-solving skills
• Exceptional communication skills (verbal and written) with the ability to produce clear concise documentation that can be easily understood by internal and external clients
• Knowledge of standard support processes and methodologies (e.g., SQL queries, implementation, enhancement requests, development, and product release, change control, customer support)
• Time management skills to meet business demands

Tech Stack:

• hc1 and Looker
• MySQL and database query tools (Snowflake)
• Web-based applications
• Microsoft Office Suite, Email, Search Engines, and Web browsers
• Data Integration Tools
• Google Apps
• Linux (AWS)
• Splunk, and other system and network monitoring tools
• Slack
• Jira
• Confluence