Remote Technical Support Engineer – Healthcare AI

Rhapsody; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

Rhapsody seeks a Technical Support Engineer I to deliver exceptional technical support and issue resolution for customers. You will troubleshoot problems, document solutions, and provide light product implementation guidance for integration challenges.

As an AI-first company, we encourage adoption of AI tools to improve efficiency, supported by collaboration with internal teams and customers. Remote UK-based role, 8am-5pm GMT/BST, with 24x7x365 coverage on rotation.

Qualifications

• Demonstrated ability to independently learn and explain technical concepts.
• Demonstrated ability to break complex technical problems into factors and identify impacts.

Responsibilities

• Respond to customer inquiries via phone and email, providing timely and effective support.
• Troubleshoot and resolve software issues, guiding customers through the process.
• Document customer interactions, issues, and resolutions in the Salesforce Service Cloud ticketing system.
• Collaborate with senior engineers and other departments to elevate complex issues when necessary.
• Install and configure Rhapsody software for clients.
• Maintain timely communication with customer contacts and vendor representatives.
• Monitor and track issues to ensure timely resolution and follow-up with customers.
• Stay updated on product changes to confidently present features to clients.
• Provide feedback to Dev/QA/Product Management teams via Enhancements and Defects.
• Participate in training sessions to enhance product knowledge and technical skills.
• Ensure client satisfaction for Support issues.
• Join 24x7x365 production-inhibiting issue coverage for on-call support.
• Integrates AI tools into daily engineering workflows to improve efficiency.

Skills

Networking concepts

TCP/IP troubleshooting

Crypto/encryption

Web services

Relational databases

Protocols (SSH/SFTP)

Programming: JS/Python/Groovy

Java stack

HL7 & FHIR

Sysadmin basics

Log analysis

Cloud monitoring

Infrastructure as Code

Wireshark

Postman/SOAPUI

SQL drivers (JDBC/ODBC)

PuTTY/PowerShell

AWS Console

DataDog

Grafana

Ansible

GitLab pipelines

Education

4-year degree in CS/IS/healthcare or related field

Tools

Wireshark

Postman

SOAPUI

SQL (JDBC/ODBC)

PuTTY

PowerShell

Linux/Unix

Windows

AWS Console

DataDog

Grafana

Ansible

GitLab pipelines

Job description

Rhapsody seeks a Technical Support Engineer I to deliver exceptional technical support and issue resolution for customers. You will troubleshoot problems, document solutions, and provide light product implementation guidance for integration challenges.

As an AI-first company, we encourage adoption of AI tools to improve efficiency, supported by collaboration with internal teams and customers. Remote UK-based role, 8am-5pm GMT/BST, with 24x7x365 coverage on rotation.