Remote Healthcare IT Support Engineer: EMR & Cloud

Glooko; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

Glooko is seeking a Technical Support Specialist to manage and scale our EndoTool glucose management platform support queue. You’ll be the frontline for healthcare clients, reducing case resolution times, and ensuring smooth on-premises and cloud transitions.

Remote role with East Coast hours and after-hours rotation. You will triage, investigate, and resolve technical tickets, work with EMR integrations (FHIR/HL7), and support SSO and identity management across major EHRs.

Qualifications

• Minimum of 2 years of technical support experience in healthcare IT or regulated environments.
• Ability to explain complex failures to hospital IT staff, interface analysts, and clinical leads.
• Strong problem-solving across multi-layered software and network environments.
• Disciplined queue management and prioritization.

Responsibilities

• Triage, investigate, and resolve inbound application and environment tickets in Zendesk/Salesforce.
• Drive average case closure rates down by directing workflows and troubleshooting.
• Troubleshoot HL7 data flow, MRN conversions, and connectivity issues across interfaces.
• Analyze and debug modern EMR integration via FHIR API payloads.
• Support EMR launch mechanisms and SSO workflows across Epic, Cerner, Meditech.
• Maintain authentication/authorization via Auth0, OAuth2, and Active Directory.
• Perform post-go-live upgrades and system expansions for client sites.
• Assist with server and database migrations to cloud or managed hosting.
• Participate in on-call rotation for Severity 1 & 2 incidents.
• Create and revise technical documentation and schematics.

Skills

Technical support experience

Communication skills

Critical thinking

Queue management

Tools

Windows Server

SQL Server

Azure

AWS

REST APIs

HL7

FHIR

OAuth2

Auth0

Active Directory

Job description

Glooko is seeking a Technical Support Specialist to manage and scale our EndoTool glucose management platform support queue. You’ll be the frontline for healthcare clients, reducing case resolution times, and ensuring smooth on-premises and cloud transitions.

Remote role with East Coast hours and after-hours rotation. You will triage, investigate, and resolve technical tickets, work with EMR integrations (FHIR/HL7), and support SSO and identity management across major EHRs.