Senior Support Engineer

• A minimum of 6+ years of related work experience and a bachelor's degree, including:

  • An academic qualification in computer engineering, computer science, information systems, software engineering, or a related field.

• 6+ years of experience in application support, client/customer support, incident management, problem management, and change management.

• Knowledge of SQL.

• Outstanding interpersonal abilities and adept at efficient communication with collaborators across various regions of the globe.

• Good to have Healthcare EMR experience but not mandatory

Responsibilities Includes:

- Troubleshoot, Investigate & Resolve front-end application issues, by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
- Troubleshoot/Investigate via backend methods by capturing log files, ability to read and analyze log files, querying tables, updating database fields, and cycling servers.
- Perform changes by following Change Management Process.
- Communicate effectively verbally and in writing to clients and internal stakeholders.
- Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
- Prioritize work based on severity and urgency (SLA/SLO), balancing client and business needs.
- Perform complex troubleshooting investigations, document notes, and knowledge articles.
- Collaborate among and across teams to ensure issues are addressed by the appropriate individuals.
- Manage escalations efficiently and to provide timely support during incidents.