Technical Support Engineer

Technical Support Customer Service Provide Tier II/Tier III technical support to clients via phone, email, and remote support tools. Investigate, troubleshoot, and resolve complex application, database, interface, and infrastructure issues. Document customer interactions, troubleshooting activities, root cause analysis, and resolutions within the CRM system. Manage support tickets throughout the entire incident lifecycle, ensuring timely communication and issue resolution. Escalate issues appropriately while maintaining ownership and customer engagement. SQL Database Support Utilize Microsoft SQL Server to troubleshoot application issues, validate data integrity, and identify system anomalies. Develop and execute SQL queries to investigate customer-reported issues and support troubleshooting efforts. Analyze database performance, data flow, and transaction records to resolve technical incidents. Support data validation, reporting requests, and root-cause investigations. Partner with Development, Product, and Engineering teams to identify and resolve database-related defects and performance concerns. Assist with database maintenance activities and application upgrades when required. Application Systems Support Support enterprise applications running in Windows Server, Citrix, and virtualized environments. Troubleshoot application integrations, interfaces, and connectivity issues. Assist clients with software implementations, patches, upgrades, and system enhancements. Schedule and perform remote upgrades while ensuring proper documentation and change control procedures. Maintain expertise in product functionality, enhancements, and release updates. Healthcare Integration Support Support HL7 interfaces and healthcare system integrations. Troubleshoot data exchange and interface-related issues between applications and healthcare systems. Work closely with hospital IT teams to resolve technical and operational problems. Operational Excellence Participate in a 24x7 on-call support rotation. Meet service-level agreements (SLAs), customer satisfaction goals, and team performance metrics. Contribute to process improvement initiatives and knowledge base development. Required Qualifications Education Experience Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field. 2+ years of technical support, application support, systems support, or database support experience. Experience supporting business-critical software applications in a client-facing environment. Strong SQL Experience Required Hands-on experience with Microsoft SQL Server Ability to write and modify: SELECT statements JOINS Stored Procedures Views Data validation queries Basic performance troubleshooting queries Experience analyzing databases to identify application issues and data discrepancies. Ability to interpret database structures and relationships. Technical Skills Required Microsoft SQL Server SQL Query Development and Troubleshooting Windows Server Administration Active Directory Remote Support Tools Microsoft Office Suite Technical Documentation and CRM Systems Preferred HL7 Interface Support Rhapsody Integration Engine Citrix Environments Virtualization Technologies (VMware/Hyper-V) Healthcare Software Support Network Monitoring Tools PowerShell SSRS or SQL Reporting EHR/EMR Systems Preferred Experience Healthcare technology or hospital IT environments. FDA-regulated software or medical device environments. Electronic Health Record (EHR) systems. Clinical applications support. Interface engine administration and HL7 troubleshooting. Microsoft certifications, SQL certifications, or CompTIA certifications.