Technical Support Specialist

InterSystems; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global technology leader is looking for a technical support professional in Riyadh. The ideal candidate will have strong experience in troubleshooting and support, particularly related to healthcare systems. Responsibilities include providing technical assistance, managing customer inquiries, and preparing documentation. Ideal skills include proficiency in InterSystems Object Script and SQL. Opportunities for professional growth are available within the organization.

Qualifications

• Strong knowledge in InterSystems Object Script.
• Performance troubleshooting skills in SQL queries.
• Experience with web-oriented languages, including JavaScript.

Responsibilities

• Work with the product support team.
• Provide immediate response to customer inquiries.
• Provide technical support for custom development.
• Contribute to preparing training materials.
• Participate in on-call support for customers.

Skills

InterSystems Object Script

Troubleshooting skills

SQL

Caché ObjectScript

Data analysis

HTML

Java

C++

HL7 technologies

Education

BS or MS in Computer Science or equivalent

Job description

As a member of a worldwide team, you will develop your technical, professional, and personal skills, within an environment of teamwork, cooperation, and fun. You will help developers from our technology partners create and support their applications in real world environments. You will have the opportunity to work with some of the world’s leading organizations in healthcare, finance, telecommunications, and other industries. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your technical, professional, and personal skills for a successful technical career. Depending on your level of experience the training program can include classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities

• Ready to work with the product support team.
• Provide immediate response to customer inquiries in accordance with service standards.
• Provide technical support for custom development, user defined functions, interfaces, reports, extracts, data migration scripts and conversions.
• High debugging and troubleshooting skills to identify the application issues.
• Supporting the application support team troubleshooting the reported issues.
• Provide advice and best practices to Partners for technical areas such as networks, configurations, architectures etc.
• Provide technical support for troubleshooting and performance analysis for reports, stored procedures, interfaces, conversions, data migration scripts and user defined functions.
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Participate of preparing training materials for technical courses such as system custom development or reporting.
• Participate of preparing of technical documentation such as reference materials, installation instructions, user guides, knowledge-based articles and how-to’s.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• Participate in on-site technical training if required.
• Participate in on-site technical support if required.
• Participate in the on call support 24-hour roster service, to ensure support is always available for our customers.
• Preferably experience with Hospital’s business workflows.
• Support the application specialist in analysing complex root causes of incident tickets. The goal is to improve the client’s experience with the system by resolving issues effectively and efficiently.
• Assist the Product and Implementation teams by providing insights to make the product more consistent, robust, and user-friendly. Support them by reporting and testing product tickets when needed to improve the client experience.

Qualifications

• Preferably experience with Hospital’s business workflows.
• Preferably strong Knowledge in InterSystems Object Script: Experience in working with and troubleshooting routines, stored procedures, and objects.
• Preferably Expertise in IRIS Tables and Globals: understanding of how persistent classes and tables relate to globals, including default global mapping and manual mappings.
• Performance Troubleshooting: Skilled in diagnosing and improving performance issues in stored procedures, SQL queries, and data extracts or reports, especially those using Caché ObjectScript.
• Experience of web-oriented languages, including HTML, and Java script.
• Experience with SQL, data analysis and database methodologies
• Preferably experience with HL7 technologies.
• Knowledge of programming languages – ideally Java or C++
• Experience working in software not limited to a Developer, Quality Engineer, and / or Solutions Architect
• Experience with data analysis and database methodologies
• Be able to design and write technical documents.
• Well-versed in Internet / Intranet concepts and Microsoft IIS.
• Preferably experience within InterSystems products (IRIS, Ensemble) is required.
• BS or MS in Computer Science or equivalent.