Technical Support Engineer

Rhapsody; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

Join a leading company as a Technical Support Engineer, providing exceptional support and troubleshooting for healthcare data exchange solutions. This remote position requires strong communication skills and a relevant degree. Be part of a dynamic team dedicated to improving healthcare outcomes through technology.

Qualifications

• Provide exceptional technical support to customers.
• Troubleshoot and resolve software issues.
• Install and configure Rhapsody software for clients.

Responsibilities

• Respond to customer inquiries via phone and email.
• Document interactions in the Salesforce Service Cloud system.
• Support 24/7 coverage for production issues.

Skills

Communication

Critical Thinking

Technical Problem Solving

Education

4-year degree in relevant fields

Tools

Wireshark

Postman

AWS

Ansible

Job description

Join to apply for the Technical Support Engineer role at Rhapsody

Healthcare is innovating and you can be a part of it. Rhapsody aims to change the complexity of data exchange in healthcare by providing solutions that enable seamless data movement, supporting digital transformation and improving outcomes. Our products operate behind the scenes as the central nervous system of health data exchange, essential for building applications or using existing ones.

This is a remote position. The shift will be 8am-17:00 GMT/BST.

Position Summary:

The Technical Support Engineer I is an entry-level role within the Rhapsody Support Team. The main responsibilities include providing exceptional technical support to customers, troubleshooting product issues, and assisting with product implementation and integration.

Functional Duties:

1. Respond to customer inquiries via phone and email, providing timely and effective support.
2. Troubleshoot and resolve software issues, guiding customers through solutions.
3. Document interactions, issues, and resolutions in the Salesforce Service Cloud system.
4. Collaborate with senior engineers and other teams to escalate complex issues.
5. Install and configure Rhapsody software for clients.
6. Maintain communication with customers and vendor contacts.
7. Monitor issues to ensure timely resolution and follow-up.
8. Stay updated on product changes to confidently assist clients.
9. Guide clients on best practices and usage of Rhapsody features.
10. Provide feedback on real-world implementation to development and product teams.
11. Participate in training to improve product knowledge and skills.
12. Ensure customer satisfaction with support services.
13. Support 24/7 coverage for production issues and managed services rotation.
14. Demonstrate ability to learn and explain technical concepts independently.
15. Apply critical thinking to analyze and resolve technical problems.
16. Communicate clearly and effectively, fluency in English required.
17. Exhibit patience and empathy to diffuse frustration.
18. Build rapport with customers and colleagues.
19. Manage multiple tasks efficiently and meet deadlines.
20. Possess a 4-year degree in relevant fields or equivalent experience.

Preferred Skills:

Experience with at least 5 of the following areas is preferred:

• Networking concepts (VPNs, firewalls)
• TCP/IP troubleshooting (Wireshark)
• Cryptography and encryption (TLS, SSL, certificates)
• Web services (REST, SOAP, XML, JSON, Postman, SOAPUI)
• Communication protocols (SSH, SFTP, S3, AMQP, Kafka)
• Java application stack (JDK, Tomcat, Karaf, Gremlin)
• HL7 & FHIR standards
• System administration (Linux/Unix, Windows)
• Log analysis tools (Log4j, Logback)
• Cloud monitoring tools (AWS, DataDog, Grafana)
• Infrastructure as Code tools (Ansible, GitLab pipelines)

Rhapsody is an equal opportunity employer, committed to diversity and inclusion in the workplace.