Technical Support Engineer

Data Capture Experts; City of Melbourne; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Career growth

Collaborative team

Healthcare deployments

SaaS environment

Job summary

Data Capture Experts in Australia is seeking a hands-on Technical Support Engineer to safeguard the production environment of our DC2Vue platform. You will perform health checks, monitor services and integrations, respond to incidents, and coordinate with Engineering, DevOps and Client Support to ensure platform stability.

This role suits someone who enjoys troubleshooting, has strong communication skills, and is experienced with Azure, APIs and healthcare SaaS.

Qualifications

• 2+ years in Technical or Application Support or Production Support.
• Experience supporting business-critical production systems.
• Understanding of Azure environments.
• Experience with APIs, integrations and web applications.
• Excellent communication with technical and non-technical stakeholders.

Responsibilities

• Daily Production Monitoring: perform startup checks across production environments.
• Monitor platform health, servers, integrations, APIs and background services.
• Validate overnight processing, scheduled jobs and data synchronisations.
• Identify and remediate issues before customers are impacted.
• Triage, prioritise and coordinate incident resolution; escalate as needed.
• Communicate incident status and recovery progress to stakeholders.
• Participate in root-cause analysis and post-incident reviews.

Skills

Technical Support

Troubleshooting

Azure

APIs

SaaS

Healthcare IT

Tools

Jira Service Management

HL7

Mirth Connect

SQL Server

DevOps

Job description

Data Capture Experts is a leading digital health technology company delivering the DC2Vue platform to public and private healthcare providers across Australia and internationally. As our client base grows and more organisations transition to our V5 platform, we are expanding our support capability to ensure exceptional service reliability and customer experience.

We are seeking a technically capable, proactive Technical Support Engineer to become the frontline guardian of our production environment.

About the Role

This is a hands-on technical support role responsible for the daily operational health of our production environments.

You will perform critical platform health checks, monitor background services and integrations, respond to incidents, and act as the primary point of contact for production issues. You will work closely with Engineering, DevOps, Delivery and Client Support teams to ensure platform stability and rapid resolution of customer-impacting issues.

This role is ideal for someone who enjoys troubleshooting, system monitoring, problem solving and taking ownership of technical incidents.

Key Responsibilities

Daily Production Monitoring

Perform daily startup checks across all production environments.

Monitor platform health, servers, integrations, APIs and background services.

Validate completion of overnight processing, scheduled jobs and data synchronisations.

Identify and remediate issues before they impact customers.

Maintain operational checklists and monitoring procedures.

Act as the first point of contact for production incidents.

Triage, prioritise and coordinate incident resolution.

Escalate issues to Engineering, Infrastructure and Product teams as required.

Communicate incident status and recovery progress to stakeholders.

Participate in root cause analysis and post-incident reviews.

Technical Support

Investigate application, infrastructure and integration issues.

Provide Level 2 technical support for customers and internal teams.

Support interfaces and integrations.

Analyse log files and system diagnostics to identify faults.

Assist with deployment validation and release support activities.

Service Improvement

Identify opportunities for proactive monitoring and automation.

Contribute to support documentation and knowledge base articles.

Assist with continuous improvement initiatives.

Skills and Experience

2+ years' experience in Technical Support, Application Support, Systems Administration or Production Support.

Strong troubleshooting and problem-solving skills.

Experience supporting business-critical production systems.

Understanding of Azure environments.

Experience working with APIs, integrations and web applications.

Excellent communication skills with both technical and non-technical stakeholders.

Ability to remain calm under pressure and manage high-priority incidents.

Experience in healthcare, health technology or SaaS environments.

Exposure to Azure cloud platforms.

Knowledge of SQL Server and database troubleshooting.

Experience with Jira Service Management.

Understanding of HL7, Mirth Connect or healthcare integrations.

Experience with monitoring tools and alerting platforms.

Familiarity with DevOps and release management processes.

Personal Attributes

We are looking for someone who

Takes ownership and accountability.

Proactively identifies risks before they become incidents.

Is highly organised and detail-oriented.

Enjoys solving technical problems.

Thrives in a fast-paced customer-focused environment.

Works effectively across teams and time zones.

What We Offer

Opportunity to work on a leading digital health platform.

Exposure to large-scale healthcare implementations.

Collaborative and supportive team environment.

Career growth within a rapidly expanding SaaS business.