Technical Support Engineer II

Teladoc Health, Inc.; United States; Remote; USD 80,000 - 85,000; Full time

Job summary

Join a forward-thinking company dedicated to transforming healthcare experiences as a Technical Support Engineer II. In this pivotal role, you'll provide level 3 technical support, troubleshoot complex issues, and collaborate with various teams to ensure seamless operations. Your expertise will help optimize platform performance and enhance user satisfaction. With a commitment to innovation and a diverse, inclusive environment, this role offers you the chance to make a significant impact in the healthcare industry while growing your career in a supportive atmosphere. Be part of a mission that empowers individuals to live their healthiest lives.

Benefits

Health Insurance

401(k) Plan

Paid Time Off

Flexible Work Hours

Professional Development

Remote Work Opportunities

Qualifications

• 5+ years of experience in technical support or related fields.
• Strong troubleshooting skills and ability to communicate technical details.

Responsibilities

• Provide level 3 technical support to clinical and non-clinical groups.
• Troubleshoot application issues and manage customer escalations.

Skills

Technical Support

Troubleshooting

Database Management

Data Analysis

Communication Skills

Agile Development

Education

Degree in Computer Science

Relevant IT Certifications

Tools

TeamSupport

MySQL

Oracle

Unix

Excel

Confluence

JIRA

Job description

NOTICE OF PRIVACY PRACTICES FOR US EMPLOYEES' PERSONAL INFORMATION

Effective:11/1/2021

1.Introduction

Teladoc respects your privacy and is committed to maintaining the confidentiality and security of your Personal Information. In furtherance of your employment relationship with Teladoc, we collect Personal Information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (“CCPA”). For purposes of this Notice, Personal Information is defined as: any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any Applicable Law treats as Personal Information.

The purpose of this Notice of Privacy Practices for US Employees’ Personal Information (“Notice”) is to provide notification to potential, former, and current full-time and part-time employees, volunteers, contractors, and interns (collectively referred to throughout this Notice as “you”, “your”, “their”, or “Employees”) as to how Teladoc Health, Inc. uses and discloses your Personal Information. For the purposes of this Notice, “Employee” also refers to consultants and contractors engaged by Teladoc, even though they are not otherwise employees.

It is important that you read and understand this Privacy Notice. If you have questions or do not understand it fully, please seek additional information by contacting the Privacy Officer at [e-mail] or by contacting your HR Representative.

This Privacy Notice is not a contract and does not create any contract of employment or other rights or obligations.

2.Scope

Teladoc Health, Inc. is made up of different legal entities, including U.S. and international subsidiaries listed in Teladoc Health Subsidiaries and Affiliates. When we mention “Teladoc”, “we”, “us” or “our” in this Notice, we are referring to the relevant legal entity of Teladoc Health, Inc. that is responsible for processing your Personal Information as your employer. This Notice applies to how Teladoc collects and uses your Personal Information as part of your employment relationship with Teladoc.

To the extent that you use any of Teladoc’s suite of medical services, such as telehealth, chronic condition management, or expert medical services, or Teladoc’s websites, this Notice does not apply to the information that is collected during your use of those services. To avoid doubt, the information collected during your use of those services, if any, will not be accessed or used for employment purposes. See the Privacy Notice that is applicable for the services you are using in order to understand what Personal Information is collected and processed by Teladoc during the course of your use of those services.

3.Categories of Personal Information We Collect

We may collect the following categories of Personal Information about you:

Category | Examples

Identifiers: Real name, alias, postal address, unique personal identifier, online identifier, internet protocol address, email address, account name, social security number, driver’s license number, passport number, telephone numbers, date of birth, other similar identifiers.

Categories of Personal Information described in Section 1798.80(e) of the California Civil Code: Name, signature, social security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment, employment history, financial information, medical information, health insurance information.

Characteristics of protected classifications under California or federal law: Age, race, national origin, citizenship, marital status, medical condition, physical or mental disability, sex (including gender, gender identity, gender expression, pregnancy or childbirth and related medical conditions), sexual orientation, veteran, or military status.

Biometric information: Fingerprint, voice recording.

Internet or other electronic network activity information: Your access to and use of Teladoc’s communication systems, applications, and software including your access to and modification of the information contained therein (e.g. corporate, client, and member information). This includes your Teladoc email account, and applies whether you access such information, systems, applications, software, and communication systems through company issued equipment or your personal device. User logs and access control related information, including physical access to Teladoc’s premises. CCTV footage and other information obtained through electronic means such as swipe card records. Location information, including through GPS tracking technology on Teladoc-owned devices (e.g., laptops to locate and/or wipe lost or stolen laptops), or other devices owned by you which you use in connection with your employment with Teladoc. Browsing history, search history, and information regarding interaction with an Internet website, application, or advertisements on Teladoc-provided devices.

Geographic data: GPS tracking on Teladoc-provided devices as well as through swipe card records.

Audio, electronic, visual, thermal, olfactory, or similar information: Photograph, temperature, CCTV footage, voice recording.

Professional or employment-related information: Title(s), position description(s), working location(s), years of service, salary, work hours, vacation and absences; copy of driving license (if relevant for your position); copy of passport or identity card, and information related to immigration and right-to-work (e.g., work permit / visa application information); travelling and travel expenses data; termination date and reason for termination. CV/resume details, employment history, and any information you provide to us on an application and during interviews, as well as information we gather from reference persons whose contact details you have provided to us, written or verbally, and background check reports.

Information required for payroll purposes (e.g., bank account details, tax information); Information related to benefit entitlements and schemes such as insurance and stock options, e.g., details of participation and contributions made. Benefits information, compensation information. Emergency contact information, and names of dependents.

Performance related information (e.g., assessments of your performance, objectives and goals, feedback, and tests results); information relating to misconduct, investigations, and disciplinary actions; attendance; qualifications and personal development information, and competence assessments; learning and development records, certificates, licenses, and vocational records; records of career and succession planning; ongoing background check reports and security data.

Education information: Degrees, schools attended, certificates, licenses, spoken languages, vocational records, and professional qualifications.

Inferences: Inferences drawn from any of the above types of information that may reflect your characteristics, behavior, intelligence, abilities, and aptitudes related to the purposes outlined in Section 4 below.

Personal Information that you provide directly to us either verbally or in writing

4.Purposes for which Personal Information is Used

As an employer, Teladoc collects, uses and discloses your Personal Information in connection with your working relationship with us and in order to comply with Teladoc’s legal obligations. We use, and may disclose to third parties who assist us with these functions, Personal Information for the following purposes:

Recruitment, interviewing, and vetting of candidates for employment

Background checks for employment and client engagement services

Onboarding and decisions about continued employment or engagement

Managing and documenting your employment, attendance, and job performance

Providing you with equipment, training, and support to carry out your duties and responsibilities

Payroll and other compensation

Administering and managing compensation and benefits

Organization management and administration, including staffing management, financial planning, internal audits, and other administration.

Administration of absences in accordance with company and statutory leave programs,

Traveling and expense reimbursement

Responding to employment verification inquiries

Communicating with you. This may include facilitating communications to and between employees and contractors, and communications with other bodies (e.g., regulatory authorities). This also includes use of your photograph on internal methods of communication including email communications, ID cards, and through other global employee development activities such as on the Teladoc Intranet, during town hall meetings, and department meetings.

External marketing activities, including marketing photos, brochures, website content, videos, social media posts, and other related marketing activities.

Complying with legal obligations, including responding to requests from government agencies

Reporting to appropriate government entities, including tax authorities and other governmental and regulatory agencies

Ensuring network and information security, including preventing unauthorized access to our computer and electronic communications systems and physical locations

Administering our applications, software, and systems

Preventing fraud, responding to legal process, and complying with federal, state, and local laws, as well as regulatory requirements

Statistical, research, and analytical purposes to understand and improve worker satisfaction, improve products & services, and performance as necessary

For any other purpose with your consent

5.Cross-Border Transfers of Personal Information

Teladoc is a global company, with offices located throughout the world. As a result, your Personal Information may be transferred to other Teladoc offices for the purposes identified above. Any such transfer shall take place only in accordance with and as permitted by the law of your jurisdiction, but please be aware that the laws and practices relating to the protection of Personal Information may be different. Regardless, we shall apply the provisions of this Notice to your Personal Information wherever it is located. Teladoc may use third parties, for purposes described above, that reside outside of your jurisdiction.

6.Retention of Personal Information

The length of time we retain your Personal Information depends on the status of our relationship with you and the requirements of applicable law. We will retain your Personal Information for as long as your employment with us lasts and for a certain period after your employment with us has ended. To determine that period, we take into account our legal and regulatory obligations (such as financial, equal opportunity, and antidiscrimination reporting obligations) and for the statutory periods necessary to resolve disputes, make and defend legal claims, conduct audits, and/or enforce our agreements.

7.Security

8.Contact Us

If you have any questions about our collection or use of your Personal Information, please contact the Privacy Officer at [e-mail] or contact your HR Representative.

9.Changes to this Privacy Notice

We may periodically modify this Privacy Notice and promptly will provide such updates to you via email, posting it on a Teladoc Intranet site, or by otherwise distributing this to you as part of updates to our policies and procedures.

Technical Support Engineer II page is loaded

Technical Support Engineer II

Apply locations Remote - USA time type Full time posted on Posted Yesterday job requisition id JR18645

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Technical Support Engineer III will provide level 3 technical support to Clinical and Non-Clinical groups using TeamSupport . This includes troubleshooting application issues, replicating issues in non-Production environments and working across multiple business units providing updates of open issues. This role will also set up, maintain , and resolve issues around Teladoc sales demo environments (US and Canada) as well as training env when they go on AWS. This position requires a strong functional PM or Business Analyst type position (75%), but also good technical skills (MYSQL/Oracle/Unix

Essential Duties and Responsibilities

• Partner with Level 1 Support to manage, troubleshoot, and resolve complex product or performance issues with the platform.
• Provide Tier 2 expertise on application related product issues.
• Field incoming problem tickets from end users to resolve application issues and assign to the appropriate development teams.
• Assist in managing customer escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met
• Ensure customer escalations are resolved within agreed upon timelines, process change ideas are implemented, and Influence others towards action and change.
• Lead improvements by monitoring and developing dashboards to proactively monitor trends, customer escalations and use data to recommend technical and/or business process changes to meet expectations and/or optimize productivity.
• Work internally with IT teams to make sure all demo sites/application are up to date and accessible.
• Add/remove/ change data from/in sales demo applications and TeamSupport as needed.
• Update training materials and process documentation based on support data.
• Provide guidance (beyond initial training) to individual users to prep them for workflow demos.
• Document all pertinent end user that is pertinent to the issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required .
• Record, track, and document the problem-solving resolution, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Know when to escalate high priority issues.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Coordinate with department heads any critical issues that require immediate attention.
• Participate in the design, development, and delivery of business applications training to the business users.
• Manage and/or provide guidance to junior members of the team.
• Gather information, run tests, and report results to Teladoc Health staff for additional troubleshooting, improvements, and process development or revision.
• Perform advanced data analysis and trend identification to improve reliability and performance of the Teladoc Health network and Products.
• Participate in investigation/ root cause analysis of service disruptions.
• Use Excel to perform statistical analysis of system status and performance data.
• Agile Development experience (Confluence and JIRA experience a plus)
• Excellent Change Management Skills. )

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Degree in computer science, IT, engineering, or related field.
• 5+ years of relevant experience or equivalent combination of education and work experience
• Prior work experience in a Healthcare environment a plus.
• Understanding of one of the following: IT operations, database systems, networking, IT security, application development, service architecture, cloud-native application development, hosted services, storage systems, or content delivery networks.
• Knowledge of SQL, SAS or other database management tools including knowledge of writing queries and working with big data.
• Experience with other statistics/data-management languages (Python, R, etc ) a plus
• Possesses technical experience/background and superb troubleshooting skills.
• Ability to simplify and convey advanced technical concepts to others with less technical experience.
• Ability to communicate advance technical details to both technical and non-technical persons.
• Ability to cover multiple, overlapping complex projects; well organized and adaptable to changing demands.
• Excellence in written and verbal communication.
• Innovative, creative, highly motivated, and results-oriented to apply his/her knowledge to resolve complex business problems that are multi-dimensional and often unstructured and without precedent.
• Strong proficiency in MS Excel and graphical presentation of data
• Excellent organizational skills. Proactively prioritize work with minimal direction, and effectively manage resources to meet objectives and deadlines.
• Establish and maintain customer relationships. Build trust and respect by consistently meeting and exceeding expectations.
• Knowledge of healthcare systems and relevant workflows.
• Skills in multi-tasking, problem resolution, planning and expediting workflow.
• Ability to work independently and under pressure to follow through on issues.
• Ability to communicate clearly and concisely, both verbally and in writing
• Strong technical skills/ability to communicate effectively with the Product Development Team and Business Stakeholders

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Travel: ≤10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

The base salary range for this position is$80,000.00-$85,000.00 .In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2025 .Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications.This information is applicable for all full-time positions.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.

About Us

Our mission is to e mpower all people everywhere to live their healthiest lives.