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

Expert Technical Support Engineer