Expert Technical Support Engineer

Job description

Technical Support EngineerPosition SummaryWe are seeking a skilled Technical Support Engineer to act as the critical link between Level 2 Support and Development teams. The role involves investigating, diagnosing, and resolving complex technical escalations across enterprise healthcare applications and secure messaging solutions. The ideal candidate will possess strong expertise in Windows Server environments, SQL Server, HL7 interfaces, and application troubleshooting. This role requires excellent analytical skills, root cause analysis capabilities, and experience managing escalations through to resolution while maintaining high levels of customer satisfaction. Key ResponsibilitiesInfrastructure & Database SupportTroubleshoot issues within Windows Server environments. Utilize PowerShell for connectivity validation, service management, process monitoring, and system diagnostics. Manage certificates, security configurations, and Event Viewer analysis. Interpret and troubleshoot SQL Server and ODBC-related errors. Monitor, execute, and support SQL Agent jobs. Perform SQL-based troubleshooting and data integrity validations. Application & Integration SupportTrace and troubleshoot HL7 message flows and interface-related issues. Investigate message queue backlogs and integration failures. Support secure messaging solutions and endpoint connectivity. Troubleshoot IIS, ASP.NET, and application-layer issues. Review application configurations and identify root causes across the technology stack. Escalation ManagementReproduce issues in test and production environments. Analyze and classify defects based on severity, frequency, and software versions. Gather diagnostic evidence including application logs, SQL traces, network traces, and user recordings. Document findings, workarounds, root cause hypotheses, and reproduction steps. Coordinate escalations between Support, Engineering, and Development teams. Manage incidents through ITSM platforms and track PRBs and defect tickets. Documentation & Client CommunicationCommunicate technical findings effectively to customers and stakeholders. Create and maintain Knowledge Base (KB) articles. Provide detailed troubleshooting documentation and escalation summaries. Required SkillsOperating Systems & InfrastructureWindows Server PowerShell Windows Services Event Viewer Certificate Management Citrix and Virtual Desktop Infrastructure (VDI) Web & Application TechnologiesIIS ASP.NET / .NET Framework Application Configuration Management Stack Trace Analysis Authentication and Security Tokens Database TechnologiesMicrosoft SQL Server SQL Agent Jobs ODBC SQL Extended Events SQL Troubleshooting and Query Development Integration TechnologiesHL7 Enterprise Interface Engines Secure Messaging Solutions Identity & Access Management Systems EHR Integrations NetworkingTCP/IP DNS Firewalls Network Ports PKI and Certificate Management Tools & PlatformsAzure DevOps GitHub ServiceNow or similar ITSM platforms Log Analysis and Diagnostic Tools AI-enabled troubleshooting and automation tools Preferred SkillsBrowser Developer Tools Fiddler Wireshark Linux Docker Container Technologies Microsoft Azure Amazon Web Services (AWS) Preferred Domain ExperienceExperience within Healthcare IT environments is highly desirable, including knowledge of: HL7 Workflows ADT (Admission, Discharge, Transfer) Patient Matching EHR Systems EDMS/DMR Platforms Clinical Workflows and Healthcare Integrations Key CompetenciesAdvanced troubleshooting and root cause analysis Environment isolation and issue reproduction Escalation and incident management Defect classification and release mapping Strong customer communication skills Technical documentation and knowledge management Cross-functional collaboration and stakeholder management