Remote Tech Support Engineer - Backend & Observability

Synthesishealth; Huntington (WV); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Medical

Dental

Vision

"Use as needed" vacation policy

employee option program

Job summary

Synthesis Health, a remote-first healthcare technology company, seeks a Technical Support Specialist to own outcomes for backend and platform issues across Core, Vision, observability, and DevOps components.

You will diagnose, trace root causes in SQL and cloud logs, collaborate with Engineering and Clinical Support, and participate in on-call rotations. This role offers a remote-first arrangement with potential hybrid attendance in Huntington, WV.

Qualifications

• Associate degree in IT, computer science, or a related field, or an equivalent combination of education and work experience.
• Working knowledge of HL7 and DICOM concepts. Able to read a platform audit trail and tell apart workflow, configuration, and defect root causes.
• Working proficiency in SQL (able to read and write moderately complex queries, and trace a field to its table) and Google Cloud Platform (able to navigate the console, logs, storage, and basic query tooling). Verified through a technical assessment. Proficient with ticketing and support tooling.
• Expertise in methodical root-cause diagnosis under time pressure. Clear, complete written handoffs to Engineering. An effective cross-domain collaborator with Clinical Support.

Responsibilities

• Diagnoses and resolves escalated backend and technical issues across the Core platform and Vision viewer by checking for platform defects, database and cloud resource health, data integrity, interfacing connectivity, and observability alerts.
• Investigates platform audit-trail entries, gateway logs, cloud transaction logs, Grafana or observability data, reporting signals, and related Gateway or DevOps indicators to determine root cause before escalation.
• Traces reported symptoms to their backend SQL representation and the relevant GCP, Gateway, reporting, or monitoring components to confirm root cause before escalating to Engineering, DevOps, Gateway, Product, or Clinical Support.
• Tells apart a technical or configuration root cause from a clinical-workflow root cause. Makes the joint call with Clinical Support when an issue spans both, clarifies whether L1 Support or Clinical Support owns the next action, and stays engaged until ownership is confirmed.
• Closes escalated tickets directly, including technical tickets involving Vision, reporting, monitoring, Gateway, DevOps, eUnity, Incident Response, or release-support scope.
• Escalates confirmed defects, incident-response issues, release-support issues, and enhancement requests with complete reproduction and handoff documentation to the appropriate receiving team, including Engineering teams for Core, Vision, AI, or Speech, Product, DevOps, Gateway, or Critical Incident calls.
• Completes the resolution steps and the Ticket Cause and Category fields accurately on every ticket, including correct classification for reporting, monitoring, Gateway, DevOps, eUnity, incident-response, release-support, L1 Support, and Clinical Support ownership.
• Contributes technical runbooks, known-fix documentation, escalation standards, and coursework feedback for SQL, GCP, HL7, DICOM, healthcare interoperability, Vision, reporting, monitoring, Gateway, DevOps, eUnity, and release-support workflows.
• Mentors Analysts on first-line triage across technical, configuration, reporting, monitoring, Gateway, DevOps, eUnity, release-support, and Clinical Support boundary issues, including when L1 Support should remain involved or transition ownership.
• Agrees to be available for on-call overnight and weekend rotations as required, including incident-response escalation, release-support coverage, observability or Grafana monitoring follow-up, and 24x7 reporting-support needs. Rotations will not push total hours past a standard 40-hour work week. Outside of an assigned rotation, working hours are the regular schedule.
• Other duties as assigned

Skills

HL7 concepts

DICOM concepts

SQL proficiency

Google Cloud Platform proficiency

Ticketing & support tooling

Education

Associate degree in IT or related field

Tools

Zendesk

Jira

Confluence

Grafana

GCP Console

Job description

Synthesis Health, a remote-first healthcare technology company, seeks a Technical Support Specialist to own outcomes for backend and platform issues across Core, Vision, observability, and DevOps components.

You will diagnose, trace root causes in SQL and cloud logs, collaborate with Engineering and Clinical Support, and participate in on-call rotations. This role offers a remote-first arrangement with potential hybrid attendance in Huntington, WV.