Technical Support Engineer

Most job postings are the same (and can be pretty boring, right?!). That's why we want to start out by telling you what's in it for you:

• We have an amazing platform that maximizes revenue for thousands of healthcare organizations across the country!
• We embrace diversity in a serious way! We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
• We celebrate and promote career growth and advancement.
• We have an awesome on-demand learning program.
• We do fun stuff like remote Cooking Classes, Yoga Sessions & Mixology Classes because we like to have fun!
• We have an awesome benefits package with Medical, Dental & Vision Coverage & 401K (with company match).
• We have an unlimited vacation policy - that's right, take vacation when you want and come back to work refreshed!
• We have cool Peer Nominated Awards & Recognition because we like to celebrate our employees.

We're hiring for a Technical Support Engineer (L2) role! The Technical Support Engineer (L2) plays an important role in supporting the MDaudit customer base by providing technical troubleshooting and serving as an escalation point for issues that require deeper investigation beyond frontline support. This role collaborates closely with cross functional engineering, product and data teams to ensure timely resolution of customer issues and a consistent, high-quality support experience.

The L2 Technical Support Engineer will be primarily responsible for issue reproduction, log and data analysis, data remediation activities and effective escalation to engineering teams as needed. Additional responsibilities will include assistance with data ingestion monitoring activities and frontline support coverage as needed to support operational continuity. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced support environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but not limited to:

Technical Troubleshooting and Issue Investigation

• Troubleshoot technical issues escalated from frontline support using logs, data analysis, configuration review, and system behavior.
• Reproduce reported issues in lower environments to validate customer-reported behavior.
• Perform SQL queries and data analysis to support issue diagnosis and validation.
• Identify whether issues are related to configuration, data, environment, or application behavior.
• Document findings clearly and accurately within the support ticketing system.

Escalation and Collaboration 

• Prepare clear and complete escalation details for Sustaining Engineering & Product engineering teams including reproduction steps, logs, screenshots, and data findings.
• Collaborate with cross functional tech teams to support investigation and resolution of reported issues.
• Support regression verification for maintenance and minor releases as needed

Data Monitoring and Data Operations Support

• Assist with monitoring data ingestion processes and identifying failed or delayed data jobs.
• Support data reprocessing and remediation activities in coordination with Data Operations and Engineering teams.
• Investigate customer-reported data availability or integrity concerns.
• Help identify recurring data-related issues and escalate trends appropriately   

Frontline Support Coverage

• Provide frontline support coverage as needed during periods of high volume, incidents, or planned coverage gaps.
• Assist frontline support team members with technically involved cases requiring additional investigation.
• Support effective handoff and communication between L1 and L2 support teams.

Documentation and Continuous Improvement

• Contribute to internal knowledge base articles, troubleshooting guides, and support documentation.
• Identify recurring issues and patterns and communicate observations to leadership.
• Participate in initiatives to improve support processes, tools, and overall operational efficiency.

Required Skills

• Strong technical troubleshooting and problem-solving skills.
• Working knowledge of SQL and relational databases for data investigation and validation.
• Ability to analyze application logs, system behavior, and configuration settings.
• Basic troubleshooting experience with .NET-based applications, including understanding of application flow and error messages.
• Basic front-end troubleshooting skills, including familiarity with HTML, JavaScript, Angular/React and browser developer tools.
• Understanding of SaaS applications and data-driven systems.
• Strong written and verbal communication skills with the ability to clearly document technical findings.
• Exposure to AWS services and healthcare environments (including EDI datasets) is preferred but not required.

Education and Experience:

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• 2–4 years of experience in technical support, application support, or a related role supporting software applications.
• Experience working with SaaS or data-driven platforms in a customer-facing support environment.
• Experience troubleshooting application, data, or integration-related issues.
• Prior experience in healthcare technology or working with healthcare data is preferred but not required