Support Engineer
Location
United States
Posted
6 days ago
Salary
0
Seniority
Mid Level
Job Description
Support Engineer
Tim Freeman
Role Description My client is a healthcare technology company seeking a Support Engineer to join its Software Engineering department. This role serves as a critical link between customers and engineering, providing Tier 1/2 technical support for the company's in-house solution. The ideal candidate is comfortable reading SQL and code (C#, JavaScript/TypeScript) to diagnose issues and is proficient using modern AI tools to accelerate troubleshooting and documentation. What You'll Get To Do: - Serve as the first and second line of technical support, fielding and triaging incoming issues from internal and external customers. - Investigate reported issues by querying and reviewing data in SQL to identify root cause before escalation. - Read and follow code processes across C#, JavaScript, and TypeScript codebases to narrow down defects. - Escalate unresolved or complex issues to Tier 3 engineers with clear reproduction steps, logs, and supporting data. - Communicate status updates, resolutions, and workarounds to internal teams and customers, adjusting tone and depth to the audience. - Document recurring issues, known errors, and resolutions in the knowledge base to reduce repeat tickets. - Leverage AI tools (e.g., Claude, ChatGPT, Gemini) to accelerate log analysis, query drafting, documentation, and issue summarization. - Monitor integration and system health (e.g., HL7/Mirth-based EHR integrations) and flag anomalies proactively. Qualifications - Proficiency writing and interpreting SQL queries for troubleshooting and data validation. - Ability to read and follow code logic in C#, JavaScript, and TypeScript to support root-cause analysis (writing new code not required). - Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences. - Demonstrated experience supporting both internal teams and external customers in a professional support capacity. - Hands-on experience using AI tools such as Claude, ChatGPT, or Gemini for daily technical work. - Strong organizational skills with the ability to manage multiple concurrent support cases. Requirements - Advanced experience with Microsoft Azure cloud services. - Prior software development experience, even at a junior level, in any modern language or framework. - Familiarity with healthcare data standards and EHR integration platforms (e.g., HL7, Mirth). - Experience working within a healthcare technology or SaaS environment. Benefits - Direct line of visibility into both engineering and product priorities, partnering with the Director of Software Engineering and Product Manager to shape roadmap decisions from real support trends. - Opportunity to work hands-on with modern AI tools as a core part of the role, rather than as an afterthought. - Likely appeal: exposure to healthcare data and EHR integration technology, a specialized and growing niche within the broader software support field.
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