Technical Support Engineer

Position Summary

We 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 Responsibilities

Infrastructure & Database Support

• Troubleshoot 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 Support

• Trace 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 Management

• Reproduce 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 Communication

• Communicate technical findings effectively to customers and stakeholders.
• Create and maintain Knowledge Base (KB) articles.
• Provide detailed troubleshooting documentation and escalation summaries.

Required Skills

Operating Systems & Infrastructure

• Windows Server
• PowerShell
• Windows Services
• Event Viewer
• Certificate Management
• Citrix and Virtual Desktop Infrastructure (VDI)

Web & Application Technologies

• IIS
• ASP.NET / .NET Framework
• Application Configuration Management
• Stack Trace Analysis
• Authentication and Security Tokens

Database Technologies

• Microsoft SQL Server
• SQL Agent Jobs
• ODBC
• SQL Extended Events
• SQL Troubleshooting and Query Development

Integration Technologies

• HL7
• Enterprise Interface Engines
• Secure Messaging Solutions
• Identity & Access Management Systems
• EHR Integrations

Networking

• TCP/IP
• DNS
• Firewalls
• Network Ports
• PKI and Certificate Management

Tools & Platforms

• Azure DevOps
• GitHub
• ServiceNow or similar ITSM platforms
• Log Analysis and Diagnostic Tools
• AI-enabled troubleshooting and automation tools

Preferred Skills

• Browser Developer Tools
• Fiddler
• Wireshark
• Linux
• Docker
• Container Technologies
• Microsoft Azure
• Amazon Web Services (AWS)

Preferred Domain Experience

Experience 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 Competencies

• Advanced 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