Tier 3 Technical Support

DrFirst, Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

DrFirst, Inc. is seeking a full-time Tier 3 Technical Support Lead to diagnose and resolve complex issues in DrFirst applications.

The role is remote and involves collaborating with internal teams and using Python for automation and process improvements. Responsibilities include triaging escalations from Tier 2 and interdepartmental teams, performing in-depth troubleshooting, and managing cases in line with SLAs.

Qualifications

• Master's degree preferred.
• Expert knowledge of relational databases (Oracle/PostgreSQL) and proficiency in PL/SQL and SQL query writing.
• Proficiency in Python and scripting for automation and data analysis.
• 2+ years of professional Tier 1/Tier 2 experience.
• Healthcare IT experience desired.

Responsibilities

• Triage and resolve cases escalated from Tier 2 and interdepartmental teams, determining root causes of client-reported issues
• Manage assigned cases in accordance with service level agreements, performing in-depth troubleshooting and analysis
• Drive automation and process improvements through the development of Python scripts and collaborate with Development and Product teams to recreate issues

Skills

Python

SQL

PL/SQL

Oracle

PostgreSQL

Automation

Education

Master's degree preferred

Job description

Providing advanced technical support, the full-time Tier 3 Technical Support Lead will diagnose and resolve complex issues for DrFirst applications, collaborating with internal teams and utilizing Python for automation and process improvements in a remote environment.

Key responsibilities

• Triage and resolve cases escalated from Tier 2 and interdepartmental teams, determining root causes of client-reported issues
• Manage assigned cases in accordance with service level agreements, performing in-depth troubleshooting and analysis
• Drive automation and process improvements through the development of Python scripts and collaborate with Development and Product teams to recreate issues

Required qualifications

• Master's degree preferred
• Expert knowledge of relational databases (Oracle/PostgreSQL) and proficiency in PL/SQL and SQL query writing
• Proficiency in Python and scripting for automation and data analysis
• 2+ years of professional Tier 1/Tier 2 experience
• Healthcare IT experience desired