Support Engineer

Transform9; Birmingham (AL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Paid Time Off (PTO)

Family Leave

Training & Development

Free Food & Snacks

Job summary

Transform9 in Birmingham, AL is seeking a dedicated Support Engineer to assist clients and users, troubleshoot issues, and ensure the platform runs smoothly for healthcare providers and patients alike.

You will collaborate with product and development teams to report and resolve bugs, while contributing to up-to-date support documentation and resources for the client organizations.

Qualifications

• Experience in a technical support role in software or technology.
• Proficient in troubleshooting technical issues and providing timely solutions.
• Strong communication skills to explain technical concepts to non-technical audiences.
• Familiarity with healthcare systems, applications, or software integration is a plus.
• Ability to work independently and collaboratively in a team.
• Experience with ticketing systems and support documentation is preferable.
• Strong analytical and problem-solving skills with a proactive approach to client needs.

Responsibilities

• Serve as the primary point of contact for technical support inquiries from clients, resolving issues efficiently and professionally.
• Troubleshoot and diagnose technical problems related to the Transform9 platform and its integration within client systems.
• Provide timely and effective solutions to enhance user satisfaction and maintain high service levels.
• Document support tickets, track issues, and provide clear updates to clients throughout the resolution process.
• Collaborate with internal teams to escalate issues and provide feedback on platform functionality for continuous improvement.
• Contribute to the creation and maintenance of support materials, FAQs, and training resources for client teams.

Job description

Transform9 is at the forefront of revolutionizing healthcare access and patient communication through our cutting-edge conversational agent platform. Our mission centers on ensuring that patients can connect with their healthcare providers seamlessly, improving both access and experience. We are looking for a dedicated Support Engineer to join our team and play a pivotal role in delivering exceptional support to our clients and their users. In this role, you will troubleshoot technical issues, provide solutions, and ensure that our platform runs smoothly for healthcare professionals and patients alike. You will work closely with our development and product teams to report and resolve any bugs while contributing to improving our support documentation and resources.

Responsibilities

• Serve as the primary point of contact for technical support inquiries from clients, resolving issues efficiently and professionally.
• Troubleshoot and diagnose technical problems related to the Transform9 platform and its integration within client systems.
• Provide timely and effective solutions to enhance user satisfaction and maintain high service levels.
• Document support tickets, track issues, and provide clear updates to clients throughout the resolution process.
• Collaborate with internal teams to escalat issues and provide feedback on platform functionality for continuous improvement.
• Contribute to the creation and maintenance of support materials, FAQs, and training resources for the client teams.

Requirements

• Experience in a technical support role, preferably in software or technology, with a strong understanding of customer service principles.
• Proficient in troubleshooting technical issues and providing solutions in a timely manner.
• Strong communication skills to articulate technical concepts effectively to a non-technical audience.
• Familiarity with healthcare systems, applications, or software integration is a plus.
• Ability to work independently and collaboratively within a team environment.
• Experience with ticketing systems and support documentation is preferable.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing client needs.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Free Food & Snacks