Healthcare App Support Engineer – Escalations & Diagnostics

Socket.dev; Hattiesburg (MS); On-site; USD 65,000 - 90,000; Full time

Job summary

Therapy Management Corporation is seeking a Technical Support Specialist to provide advanced application support for TMC products, platforms, and internal systems in a HIPAA-regulated environment. You will escalate complex issues, perform root-cause analysis, and coordinate with Engineering/DevOps for remediation.

You will diagnose enterprise applications across servers, networks, databases, and cloud services (Azure/AWS), troubleshoot SQL Server issues, and document procedures to improve

Qualifications

• 3-5 years' experience supporting software with end users via phone, email, or chat, including escalation troubleshooting.
• Experience debugging SQL Server backed applications, with query analysis and data issues.
• Know-how of Windows Server environments (Active Directory, IIS), plus Linux/Unix basics.
• Snowball knowledge of networking (TCP/IP, DNS, HTTP/HTTPS, TLS, VPNs, firewalls).
• Cloud exposure to Azure and/or AWS, including VM, storage, networking, monitoring, identity concepts.
• Experience with diagnostic/observability tools to assess health, errors, performance, and availability.
• Ability to use PowerShell, Bash, or Python for troubleshooting or automation.
• Experience reading REST code samples (C#, Java, or JavaScript) for reproduction/debug.
• Experience working in HIPAA-regulated environments and handling PHI/ePHI securely.
• Strong analytical, triage, documentation, and independent problem-solving skills.
• Excellent written and verbal communication, able to explain complex issues clearly.

Responsibilities

• Act as escalation point for complex technical issues across software applications while communicating with users and stakeholders.
• Perform in-depth root-cause analysis using logs, diagnostics, monitoring data, and reproduction steps.
• Diagnose issues involving servers, networks, databases, and cloud services; coordinate with Engineering or DevOps.
• Troubleshoot SQL Server related issues; elevate DB administration tasks when needed.
• Collaborate with Development and QA to reproduce, document, and validate defects and edge cases.
• Monitor health dashboards, identify anomalies, and take actions to reduce outages.
• Support internal and customer tools, including scripts, automation utilities, and monitoring solutions.
• Participate in incident/change-management, release testing, and production rollout support.
• Develop and maintain accurate technical documentation and knowledge-base content.
• Provide mentorship to junior staff and contribute to process improvements.
• Follow privacy, security, and access-control requirements for PHI/ePHI.

Skills

SQL Server

Windows Server

Azure/AWS

PowerShell

REST APIs

HIPAA/PHI

Communication

Troubleshooting

Education

Bachelor's degree (relevant field)

Tools

IIS

Azure

AWS

Job description

Therapy Management Corporation is seeking a Technical Support Specialist to provide advanced application support for TMC products, platforms, and internal systems in a HIPAA-regulated environment. You will escalate complex issues, perform root-cause analysis, and coordinate with Engineering/DevOps for remediation.

You will diagnose enterprise applications across servers, networks, databases, and cloud services (Azure/AWS), troubleshoot SQL Server issues, and document procedures to improve