Technical Support Engineer

Helpware; Región Centro; A distancia; MXN 367,000 - 644,000; Jornada completa

Descripción de la vacante

A global technology solutions company based in Mexico is seeking an Advanced Technical Support to deliver exceptional support connecting patients, doctors, and developers. Key responsibilities include monitoring EHR integrations, analyzing customer issues, and providing internal knowledge support. Candidates must have experience in a SaaS environment and possess strong SQL skills. Competitive compensation and a dynamic work culture offered.

Formación

• 2+ years of experience in a fast-paced SaaS environment.
• Excellent understanding of SQL queries and databases.
• Familiarity with debugging browser issues.
• Working knowledge of Python and AWS.

Responsabilidades

• Be the EHR integration expert and monitor sync stability.
• Analyze customer issues and provide steps to engineering teams.
• Help front-line teams resolve customer issues.
• Document and train cross-functional teams.

Conocimientos

Experience in SaaS environment

SQL knowledge

Debugging browser issues

Working knowledge of Python

Understanding of server infrastructures

Troubleshooting in Windows

Experience with Jira

Strong communication skills

Herramientas

Jira

Confluence

Salesforce

Descripción del empleo

About Us

Helpware is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.

Position Overview

Our client connects patients, doctors, and developers to accelerate healthcare innovation. As an Advanced Technical Support, you will deliver world-class support to our customers.

Primary Responsibilities:

• Be the Electronic Health Record (EHR) integration expert and monitor sync stability for customers and partners
• Find the root cause of a customer’s issue, map the issue to the associated area of the product, and provide reproducible steps to engineering teams
• Be a resource - you will provide cross-functional front-line team members with support in resolving customer issues, translating technical concepts into a more digestible manner, and expanding internal knowledge
• the voice of the customer - listen, understand the root of the customer’s problem, and use data to analyze feedback and improve how we work
• Share knowledge by documenting and training cross-functional teams

Qualifications:

• 2 or more years of experience working in a fast-paced SaaS environment
• An excellent understanding of SQL queries and databases
• Familiarity with debugging browser issues using developer tools /Javascript console
• Working knowledge of Python, Ruby and familiarity of AWS
• A deep understanding of both physical and virtual server infrastructures, including virtual machines.
• Familiarity with troubleshooting in Windows and IT Infrastructure experience is a plus
• Experience with Jira, Confluence, or other defect-tracking software and CRMs such as Salesforce are a plus
• Ability to thrive without a playbook and adapt to a dynamic product
• Strong bias to action - we are growing fast and there is no time to waste
• Strong written and verbal communication skills in the English language