Associate Production Support Engineer, Tier I

Jobtailor; Deutschland; Remote; EUR 40.000 - 55.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced technical support specialist to handle Tier I tickets, instruct customers on configurations, and troubleshoot VPN/API connectivity. You will act as Incident Manager during major incidents, work on-call shifts, and collaborate with healthcare IT teams to resolve issues efficiently.

The ideal candidate has strong communication skills, the ability to interpret JSON/HL7v2 data, and experience with APIs.

Qualifikationen

• Technical support experience.
• Ability to read and interpret technical data like JSON, HL7v2, and logs.
• Familiarity with APIs and web service protocols.
• Strong communication skills for explaining complex topics to customers and teams.
• Organized and customer service oriented.
• Comfort with using AI tools for troubleshooting and documentation.
• Experience teaching or documenting for a technical audience (preferred).
• Healthcare IT experience or integration is preferred.

Aufgaben

• Handle Tier I support tickets and escalate when needed.
• Instruct customers on configurations and self-service troubleshooting.
• Troubleshoot VPN/API connectivity and related issues.
• Perform configuration updates and incident management.
• Coordinate with third parties and respond to incidents when required.
• Respond to critical issues during business hours and participate in on-call shifts.
• Teach customers to use self-service tools and translate technical concepts for users.

Kenntnisse

Technical support

Learn quickly

APIs & web services

HL7v2 knowledge

Communication

Organized

AI tools usage

Training/documentation

Tools

Jira

Confluence

Zendesk

AI Tools

Self-Service Tools

Jobbeschreibung

• Work all Tier I support tickets, escalating tickets outside or partially outside the role's scope to Tier II
• Instruct customers on updating configurations or resolving issues themselves
• Troubleshoot basic VPN/API connectivity
• Troubleshoot connection, traffic, message, and error-state issues
• Perform configuration updates
• Contact third parties on behalf of customers when needed
• Respond to critical support issues during the day
• Manage work-hour on-call shifts
• Respond to paged errors, monitor paused queues, and retry queues
• Answer calls
• Serve as Incident Manager during major incidents, including sending customer emails and updating StatusPage
• Take after-hours on-call shifts approximately one week every other month
• Diagnose connectivity, configuration, and messaging issues and monitor production feeds
• Teach customers and technical partners to use self-service tools such as config modifiers, log inspector, alerting, and translation sets

Requirements

• Technical support experience
• Ability to learn quickly and think critically
• Comfortable reading and interpreting technical data such as JSON, HL7v2, and logs
• Working understanding of APIs and web service protocols
• Strong communication skills for explaining technical concepts to customers and internal teams
• Organized and customer service oriented
• Comfortable using AI tools for troubleshooting, documentation, and daily workflows
• Experience teaching, training, or documenting for a technical audience (preferred)
• Experience with HL7v2, C-CDA, and other healthcare data formats (preferred)
• VPN, network, or connection troubleshooting experience (preferred)
• Relational databases and SQL queries (preferred)
• JavaScript or another scripting language (preferred)
• Experience in healthcare IT, ideally integration (preferred)
• Jira/Confluence (preferred)
• Zendesk (preferred)
• Must be eligible to be employed in the U.S.
• Must reside and work in the continental U.S.

Core Competencies

Demonstrates strong technical support capabilities, including troubleshooting VPN and API connectivity issues, performing configuration updates, and managing incident responses. Proficient in interpreting technical data and teaching customers to utilize self-service tools effectively.

Highest-signal resume keywords

• Technical Support Experience
• VPN Troubleshooting
• API Understanding
• HL7v2 Experience
• Jira/Confluence

ATS Optimization Keywords

Hard Skills

• VPN Troubleshooting
• API Understanding
• HL7v2
• C-CDA
• Relational Databases
• SQL Queries
• JavaScript
• Technical Data Interpretation
• Configuration Updates
• Incident Management

Soft Skills

• Strong Communication Skills
• Organized
• Customer Service Oriented
• Ability To Learn Quickly
• Critical Thinking

Industry Keywords

• Healthcare IT
• Integration
• Technical Support
• Web Service Protocols
• Troubleshooting

Tools & Technologies

• Jira
• Confluence
• Zendesk
• AI Tools
• Self-Service Tools