Role Description
The Client Support Engineer is responsible for diagnosing and resolving complex interoperability issues across the organization’s data exchange ecosystem. This role performs deep technical analysis of interoperability failures—including FHIR APIs, HL7 messaging, and network integration by analyzing logs, system behavior, and data flows. This position owns root cause determination, partners with Engineering and Product to drive resolution, and supports customer escalations alongside integration leadership. The role also contributes to operational improvement through knowledge sharing and light data analysis. Primary focus on two interoperability frameworks, with exposure to additional networks over time. Works across internal systems, external networks, and third-party partners. Operates in a fast-paced, issue-driven environment with a focus on reliability and resolution.
Qualifications
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Bachelor’s degree in computer science, Information Systems, Engineering, or related field or 3+ equivalent experience
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Experience troubleshooting interoperability solutions, including:
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FHIR APIs
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RESTful APIs using oAuth
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HL7 messaging troubleshooting interoperability solutions
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SOAP APIs troubleshooting interoperability solutions
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Experience analyzing logs and diagnosing issues in distributed systems
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Experience executing queries (e.g., SQL) and working with data to support troubleshooting
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Familiarity with interoperability platforms and tools (e.g., interface engines such as InterSystems, monitoring tools such as Datadog)
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Strong analytical and problem-solving skills
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GCP cloud experience
Requirements
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Diagnose complex interoperability issues across FHIR APIs, HL7 messaging, IHE Profiles, RESTful APIs, SOAP APIs, and network integrations (e.g., ITI-41, ITI-43, etc.)
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Investigate issues such as API timeouts, latency, message delivery failures, and data inconsistencies
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Trace issues end-to-end across systems, interface engines, and external partners
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Analyze logs, payloads, and system behavior to determine root cause
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Own and defend root cause conclusions
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Differentiate between software defects, configuration issues, network failures, and external dependencies
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Escalate complex or disputed findings through defined channels
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Partner with Engineering to validate and resolve issues
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Create clear, actionable Jira tickets with supporting evidence (logs, queries, payloads, impact)
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Recommend improvements based on findings; Product drives prioritization and follow-through
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QA product fixes to validate resolutions
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Participate in customer escalation calls alongside Integration Manager
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Provide technical insight and support during issue resolution
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Translate technical findings into clear, understandable communication when needed
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Execute basic queries and leverage existing reports to support troubleshooting
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Identify trends or recurring issues where possible
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Develop runbooks, playbooks, and knowledge articles for repeatable issues
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Enable support teams to resolve recurring problems independently
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Identify recurring patterns in interoperability issues and contribute recommendations for system and process improvements
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Other duties assigned by leadership.
Benefits
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Comprehensive medical, dental, vision, and prescription coverage
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Wellness program supporting overall well-being
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Company-paid basic life and AD&D insurance
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401(k) plan with company match
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Tuition reimbursement opportunities
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Paid time off for vacation and illness
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Six paid company holidays
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Floating holiday
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Company-paid training and computer equipment
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Performance-based bonus program
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Paid time off for volunteer activities
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Employee referral bonus program
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Career development and training opportunities, including leadership growth
