Support Engineer

Jobtailor; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Oneview Healthcare is seeking a technical support specialist to provide efficient, friendly, and timely assistance to a global customer base. You will deliver both hardware and software support, triage issues, and collaborate with internal teams to resolve incidents, while maintaining strict SLAs and contributing to knowledge bases.

The role requires strong troubleshooting, PowerShell scripting, and experience with healthcare standards (HL7) and integration engines like Mirth, in a fast-paced

Qualifications

• Relevant work experience in technical or SaaS support.
• Ability to work in a team or unsupervised and own tasks.
• High rate of first-line resolution and fast learning.
• Strong troubleshooting skills and testing experience.
• Microsoft tech knowledge: MSSQL, Windows Server, Azure.
• PowerShell scripting ability and use of monitoring tools.
• Knowledge of healthcare systems, HL7, and integration engines like Mirth.

Responsibilities

• Provide efficient, friendly, and timely support to Oneview Healthcare customers.
• Deliver first- and second-level hardware and software support to global users.
• Interact with internal tech support functions at healthcare institutions.
• Monitor systems, analyze logs, and identify problem trends.
• Assist customers with triage and problem solving.
• Escalate unresolved incidents to the next level as needed.
• Follow up with customers and ensure problem resolution.
• Meet and exceed customer-specific SLAs.
• Perform QA testing with other technology teams.
• Document root causes in tickets and close incidents with satisfaction.
• Contribute to the knowledge base of help desk procedures and services.

Skills

Healthcare knowledge

Troubleshooting

PowerShell

Teamwork

Fluent English

Self-Starter

Communication

Education

Relevant qualification in Computer Science

Tools

Datadog

AirWatch

MSSQL

Windows Server

Azure Cloud Infrastructure

HL7

Mirth

DNS

DHCP

VLAN

Job description

• Provide efficient, friendly, and timely support to Oneview Healthcare customers
• Provide first- and second-level hardware and software technical support to global users
• Interact with internal technology support functions at healthcare institutions
• Monitor systems and analyze logs to identify problem trends
• Assist customers with triage and problem-solving
• Escalate unresolved incidents to the next support level when required
• Follow up with customers, provide feedback, and see problems through to resolution
• Meet and exceed customer-specific service-level agreements
• Perform quality assurance testing with other technology teams
• Document root causes in tickets and close incidents with customer satisfaction
• Contribute to the knowledge base of help desk procedures, products, and services

Requirements

• Relevant work experience in a technical support, application support, or similar SaaS support environment
• Ability to work as part of a team or unsupervised and take responsibility for task completion
• High percentage of first-line resolution
• Fast learner and self-starter eager to learn software technical details
• Good troubleshooting skills and proven experience testing proposed solutions
• Relevant qualification in Computer Science or a similar related discipline and/or a minimum of 3+ years of relevant work experience
• Knowledge of Microsoft technologies: MSSQL, web applications, Windows Server, and Azure Cloud Infrastructure
• Scripting skills in PowerShell or similar
• Knowledge of enterprise monitoring tools such as Datadog or similar
• Networking knowledge in routing and switching, including VLAN, DHCP, and DNS
• Experience with AirWatch or another mobile device management tool is beneficial
• Knowledge of healthcare systems, HL7 standards, and integration engines such as Mirth is beneficial
• Enterprise AV/IPTV experience is beneficial
• Excellent interpersonal communication skills with a diverse global customer base
• Fluent English, verbally and in writing
• Flexibility to work rotating shifts, including weekends and public holidays
• Availability to work outside normal hours under a 24-hour support model

Core Competencies

Demonstrates expertise in providing technical support in a SaaS environment, with strong troubleshooting skills and knowledge of Microsoft technologies, including MSSQL and Azure Cloud Infrastructure. Capable of effective communication and collaboration with diverse global customers while ensuring high levels of customer satisfaction.

Highest-signal resume keywords

• Technical Support Experience
• Microsoft Technologies Knowledge
• Troubleshooting Skills
• Scripting Skills in PowerShell
• Healthcare Systems Knowledge

Hard Skills

• Technical Support
• Troubleshooting
• Quality Assurance Testing
• Scripting in PowerShell
• Networking Knowledge
• MSSQL
• Windows Server
• Azure Cloud Infrastructure
• HL7 Standards
• Mobile Device Management

Soft Skills

• Interpersonal Communication
• Team Collaboration
• Problem-Solving
• Self-Starter
• Flexibility

Certifications & Qualifications

• Relevant Qualification in Computer Science

Industry Keywords

• SaaS Support
• Healthcare Systems
• Service-Level Agreements
• 24-Hour Support Model
• Routing and Switching

Tools & Technologies

• Datadog
• AirWatch
• Enterprise Monitoring Tools
• Integration Engines
• AV/IPTV Systems