Technical Support Engineer

Title : Sr Technical Support Engineer

Location : Hyrbid 3x / week onsite in our Boston, Dallas (Coppell), or Raleigh office. Must be in one of these three geographies.

Description :

The Technical Solutions team focuses on care and research innovation. We support new business by expanding the boundary of the product in select areas, and we provide a scalable technical support framework for One

• Workbench, Onduo, Stargazer, and other new portfolios. As a Senior Technical Support Engineer, you will work closely with internal stakeholders to identify, reproduce, troubleshoot and resolve deep technical issues. You will also provide support for infrastructure, permission, and configuration changes. These high-level technical support and sustaining services will help customers achieve their business outcomes. You will have the opportunity to collaborate with customers, top developers, architects, and operations teams to troubleshoot complex and challenging issues. You will help build support tooling and infrastructure.

The position necessitates travel, which is anticipated to be approximately 25%.

Responsibilities

Help define and manage technical customer issues, by reproducing and owning the issue lifecycle from start to finish.

Project manage new client deployment issues through to resolution.

Determines root cause by reading through code;troubleshoot customer reported issues;implement security and permissions configuration changes.

Drive operational efficiencies for issue resolution by identifying process, tooling, and product improvements. Create playbooks and knowledge base content for issue resolution.

Create reports and dashboards for internal issue tracking purposes.

Minimum Qualifications

3+ years experience working with Python, R, or a similar object oriented programming language with Bachelor's Degree in Statistics, Computer Science, Mathematics or Information Systems or related area.

Familiarity with SQL and ability to identify root cause of data issues. Proficiency with Jira and Github. Cloud operations experience such as create buckets, VMs, or security access controls

Excellent troubleshooting skills, with an ability to track complex details and clearly translate investigations into next steps for the customer or internal teams.

Exceptional ability to communicate technical details to both senior developers and non-technical customers.

Preferred Qualifications

4+ years of experience in software or healthcare technology.

Experience troubleshooting data issues.

Experience supporting highly regulated software.

‘Self starter’mentality, with a passion for owning and driving issues to resolution.