EndoTool Support Engineer - Healthcare IT (On-Prem/Cloud)

Glooko, Inc.; United States; Remote; USD 85,000 - 125,000; Full time

Job summary

Glooko is seeking a Technical Support Specialist to own and scale the EndoTool support queue for on-prem and cloud deployments. You will be the primary technical contact for healthcare clients, drive faster issue resolution, and help implementations move to EndoTool Cloud. East Coast hours and after-hour rotation are expected.

The role emphasizes SLAs, legacy data interoperability, and modern EMR integration across major EHRs, with emphasis on security, SSO, and infrastructure best practices.

Qualifications

• Minimum of 2 years in technical or application support in Healthcare IT or B2B SaaS.
• Experience with HL7 v2/v3, FHIR, and OAuth2 security profiles.
• Proficient in Windows Server, networks, firewalls, and secure remote access.
• Strong SQL Server / T-SQL troubleshooting experience.
• Experience with SSO, Auth0 and Active Directory integrations.

Responsibilities

• Triage, investigate, and resolve inbound application and environment tickets in Zendesk/Salesforce.
• Drive SLA reductions by directing workflows and troubleshooting.
• Triage legacy HL7 data flow and MRN conversion issues.
• Debug modern EMR integrations by verifying FHIR payloads.
• Support EMR launch mechanisms and SSO workflows across Epic, Cerner, Meditech.
• Maintain user access and identity challenges using SSO frameworks (Auth0, OAuth2).
• Perform post-go-live upgrades, config changes, and system expansions.
• Assist with server and database migrations to cloud or hosted environments.
• Participate in on-call rotation for Severity 1 & 2 emergencies.
• Create and maintain internal/external technical documentation.

Skills

Technical support

Healthcare IT

SLA management

Communication skills

Critical thinking

Operational focus

Tools

Zendesk

Salesforce

SQL Server

Transact-SQL

Azure

AWS

OAuth2

Auth0

Job description

Glooko is seeking a Technical Support Specialist to own and scale the EndoTool support queue for on-prem and cloud deployments. You will be the primary technical contact for healthcare clients, drive faster issue resolution, and help implementations move to EndoTool Cloud. East Coast hours and after-hour rotation are expected.

The role emphasizes SLAs, legacy data interoperability, and modern EMR integration across major EHRs, with emphasis on security, SSO, and infrastructure best practices.