Technical Support Engineer

Here is a remarkable chance for you to join a thriving Healthcare IT company with established products, prestigious clients, substantial revenue, blue-chip institutional investors, and continuous growth.  At DrFirst, you will collaborate with brilliant minds, tackling unique healthcare challenges on an unprecedented scale.  Our culture is entrepreneurial, collaborative, and fast-paced—ideal for those who seek personal and professional growth while working alongside intelligent colleagues. If you're enthusiastic about pushing your limits, unlocking your potential, and thriving in a dynamic team, we're eager to connect with you!

We are looking for a dedicated and skilled Technical Support Engineer (TSE) to enhance our support team. The TSE will handle advanced technical issues, spanning software, hardware, and network environments in both production and staging setups. The ideal candidate will possess a robust technical background, superior problem-solving abilities, and a commitment to delivering outstanding customer service.

• Advanced Troubleshooting: Diagnose and resolve intricate technical issues related to software, hardware, and network environments using advanced debugging tools and techniques.
• Customer Interaction: Engage with customers directly to identify their issues, provide timely solutions, and ensure high levels of satisfaction.
• Product Collaboration: Partner with the product team to pinpoint and address product defects, offer feedback on product performance, and recommend enhancements.
• Documentation: Develop and maintain comprehensive documentation on issues, solutions, and troubleshooting methods to bolster the knowledge base and aid future support efforts.
• Training and Support: Mentor team members and contribute to the development of best practices and support strategies.
• Continuous Improvement: Identify and address recurring issues with the product team to implement preventive measures.

• Education:
  • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.

• Experience:
  • Proven success in managing complex customer relationships with a minimum of 3 years of experience in a technical support or engineering role, preferably within a software or technology company.
  • Demonstrated expertise in troubleshooting complex technical issues and delivering effective solutions, along with experience in IT project lifecycle processes. Familiarity with Agile methodology is preferred.

• Technical Skills:
  • Proficiency in programming, XML, JSON, HL7, and API-based integrations.
  • Experience with web-based programming, SDKs, SaaS, and client-server architectures.
  • Knowledge of networking and server-client architecture, including HTTP, HTTPS, TCP/UDP, SSH, and SSL.
  • Advanced troubleshooting of software, hardware, and network issues.
  • Skilled in using support tools like Zendesk and JIRA.
  • Strong problem-solving abilities and experience with scripting languages (e.g., Python, Bash, JavaScript) is a plus.

• Communication Skills:
  • Excellent verbal and written communication abilities, with the skill to convey technical concepts to non-technical users.
  • Experience in handling public-facing Zendesk tickets and phone escalations is essential.

• Problem-Solving:
  • Strong analytical and problem-solving capabilities, with the ability to work both independently and as part of a team.

• Customer-Focused:
  • Commitment to high-quality support and enhancing the customer experience, with attention to detail while maintaining a comprehensive view of customer issues.

• 90% computer/desk work
• 10% travel

#LI-GF1 #LI-Remote

• Competitive compensation, with a base salary of $65,000 - $75,000 (Exact compensation may vary based on skills and experience)
• Eligible for a Discretionary Performance-based bonus
• Medical, dental, and vision insurance
• 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
• HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
• 100% company paid short and long-term disability, AD&D, and group life insurance
• Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
• Employee Assistance Program
• Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances

DrFirst is committed to being a Remote-First company, creating a dynamic and flexible workplace where everyone can thrive, no matter where they log in from. Check out our approach to remote work https://drfirst.com/company/about-us/careers/.

Our recruitment process at DrFirst is straightforward and secure. You will only be contacted by our recruitment team through an official @drfirst.com email address. We will never ask you for payment or sensitive personal information, such as your social security number or banking details, at any stage of the hiring process. Additionally, we will not request that you purchase equipment or accept e-checks or checks for deposit. If you encounter any communications claiming to be from DrFirst that seem suspicious, please contact our recruitment team directly at recruiter@drfirst.com to verify the message's authenticity. Your security is important to us! 

Learn more about our benefits and professional development opportunities https://drfirst.com/company/about-us/careers/the-perks/.