Solutions Support Engineer

Findjobit; United States; Remote; USD 85,000 - 130,000; Full time

Job summary

OLSYS Ltd is seeking an experienced support engineer for a client-leading data platform in life sciences. You will own incoming tickets, monitor SLAs, triage radiology workflow issues, and communicate with internal stakeholders and external customers to provide timely solutions.

Responsibilities include compiling logs for engineering tickets, escalating when needed, monitoring site performance, ensuring HIPAA security compliance, and contributing to process improvements.

Qualifications

• Strong client-facing customer service skills.
• Ability to translate technical information into user-facing communication.
• Proven ability to anticipate challenges, solve problems efficiently, and pursue ongoing skill development.
• Proficiency using command-line tools to support services running on remote Linux hosts.
• Direct experience with production application deployments in AWS, Azure, and GCP.
• Hands-on experience with diagnosing latency, bandwidth, and connectivity failures across network layers.
• Strong background in error log evaluation, fault analysis, and root cause identification.
• Strong attention to detail surrounding HIPAA compliance and security guidelines.
• Working knowledge of medical imaging terminology and procedures is a plus but not required.

Responsibilities

• Receive and take ownership of incoming support tickets to resolution.
• Monitor and adhere to SLA requirements on support tickets.
• Investigate and triage issues reported with radiology reader tasks and documented workflow
• Directly communicate with internal stakeholders, and external customers
• Provide short term solutions, and workarounds where possible
• Escalate issues when necessary, tracking related progress and updating customers.
• Compile logs, data, and investigation results into complete engineering tickets as part of escalation chain
• Monitor alerts and site performance and proactively remediate issues.
• Adhere to HIPAA standards and strict security standards.
• Analyze ticket trends and recommend process, system, and product improvements.
• Curate internal and end-user documentation and training material.
• Manage incidents through online ticketing system
• Help the team achieve quarterly performance goals and initiatives.

Skills

Strong client-facing communication

Problem solving

Translate technical info

HIPAA compliance awareness

Documentation and reporting

Tools

Kubernetes

AWS

Azure

GCP

Python APIs/SDKs/CLIs

MongoDB

ElasticSearch

Linux command line

GitLab CI/CD

Job description

OLSYS Ltd provides full-service solutions for mid-market and enterprise organizations. As an enterprise software development company, we are building long term partnerships helping our clients accelerate their digital experiences with reasonable IT investments.

About the Client

Our client is the leading research data platform that's transforming the way biomedical and imaging data are managed at leading life sciences, clinical, and academic institutions globally.

About the Position

This role requires strategic, integrated thinking along with technical experience working with a variety of technologies, including:

• Kubernetes
• Cloud providers: AWS, GCS, Azure
• Python APIs, SDKs and CLIs
• MongoDB, ElasticSearch
• Reading/understanding metrics, monitoring best practices
• Continuous integration Continuous deployment, GitLab is a plus

Requirements:

• Strong client-facing customer service skills.
• Ability to translate technical information into user-facing communication.
• Proven ability to anticipate challenges, solve problems efficiently, and pursue ongoing skill development.
• Proficiency using command-line tools to support services running on remote Linux hosts.
• Direct experience with production application deployments in AWS, Azure, and GCP.
• Hands-on experience with diagnosing and resolving latency, bandwidth, and connectivity failures across network layers.
• Strong background in error log evaluation, fault analysis, and root cause identification.
• Strong attention to detail surrounding HIPAA compliance and security guidelines.
• Working knowledge of medical imaging terminology and procedures is a plus but not required.

English level: Upper intermediate

Responsibilities:

• Receive and take ownership of incoming support tickets to resolution.
• Monitor and adhere to SLA requirements on support tickets.
• Investigate and triage issues reported with radiology reader tasks and documented workflow
• Directly communicate with internal stakeholders, and external customers
• Provide short term solutions, and workarounds where possible
• Escalate issues when necessary, tracking related progress and updating customers.
• Compile logs, data, and investigation results into complete engineering tickets as part of escalation chain
• Monitor alerts and site performance and proactively remediate issues.
• Adhere to HIPAA standards and strict security standards.
• Analyze ticket trends and recommend process, system, and product improvements.
• Curate internal and end-user documentation and training material.
• Manage incidents through online ticketing system
• Help the team achieve quarterly performance goals and initiatives.

Work Schedule (Available Options):

• Sunday through Thursday: 5:00 PM – 1:00 AM CT (US time)
• Tuesday through Saturday: 5:00 PM – 1:00 AM CT (US time)