Expert Technical Support Engineer

Accountabilities:
The role will focus on investigating complex technical escalations, identifying root causes, and ensuring timely resolution of customer-impacting issues. Key responsibilities include: Troubleshooting advanced issues across Windows Server environments, application platforms, databases, integrations, and enterprise systems. Using PowerShell for connectivity validation, service management, process monitoring, and system diagnostics. Managing certificates, security configurations, Event Viewer analysis, and authentication-related troubleshooting. Investigating Microsoft SQL Server issues, including SQL Agent jobs, ODBC errors, query troubleshooting, and data integrity validation. Analyzing HL7 message flows, interface issues, message queue backlogs, and integration failures. Supporting secure messaging solutions, endpoint connectivity, IIS, ASP.NET, and application-layer troubleshooting. Reproducing technical issues across test and production environments to identify root causes and effective solutions. Collecting and analyzing diagnostic evidence, including application logs, SQL traces, network traces, and user recordings. Managing escalations between support, engineering, and development teams while tracking incidents and defects through ITSM platforms. Classifying defects, documenting troubleshooting steps, maintaining knowledge articles, and creating escalation summaries. Communicating technical findings clearly to customers, stakeholders, and internal teams. Requirements: The ideal candidate will have strong enterprise technical support experience, advanced troubleshooting skills, and the ability to manage complex escalations across multiple technology layers. Required qualifications and skills include: Proven experience in technical support, application support, systems engineering, or a related role. Strong expertise in Windows Server environments, Windows Services, PowerShell, Event Viewer, and certificate management. Hands-on experience troubleshooting Microsoft SQL Server, SQL Agent Jobs, ODBC, SQL queries, and database-related issues. Experience supporting web and application technologies, including IIS, ASP.NET/.NET Framework, application configurations, and stack trace analysis. Knowledge of integration technologies such as HL7, enterprise interface engines, secure messaging solutions, and healthcare integrations. Understanding of networking concepts including TCP/IP, DNS, firewalls, network ports, PKI, and security certificates. Experience with identity and access management systems and authentication technologies. Familiarity with diagnostic, collaboration, and development tools such as Azure DevOps, GitHub, ServiceNow, or similar ITSM platforms. Strong analytical and root cause analysis skills with the ability to isolate issues and develop effective solutions. Excellent written and verbal communication skills with the ability to explain technical concepts to varied audiences. Strong documentation skills and experience creating knowledge base articles and troubleshooting guides. Ability to collaborate effectively with cross-functional teams and manage customer-focused incidents. Preferred qualifications include: Experience working in healthcare IT environments, including EHR systems, ADT workflows, patient matching, clinical workflows, and healthcare integrations. Familiarity with browser developer tools, Fiddler, Wireshark, Linux, Docker, container technologies, Microsoft Azure, or Amazon Web Services. Experience using AI-enabled troubleshooting and automation tools to improve support efficiency. Benefits: Fully remote work opportunity from India. Opportunity to work on mission-critical healthcare technology solutions. Exposure to complex enterprise environments and advanced troubleshooting scenarios. Collaborative culture with opportunities to work alongside global technical teams. Continuous learning opportunities across infrastructure, applications, databases, integrations, and cloud technologies. Competitive compensation package and comprehensive employee benefits. Supportive work environment focused on professional growth and knowledge sharing. Opportunity to contribute to product improvement through technical expertise and customer insights.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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