- Work all Tier I support tickets, escalating tickets outside or partially outside the role's scope to Tier II
- Instruct customers on updating configurations or resolving issues themselves
- Troubleshoot basic VPN/API connectivity
- Troubleshoot connection, traffic, message, and error-state issues
- Perform configuration updates
- Contact third parties on behalf of customers when needed
- Respond to critical support issues during the day
- Manage work-hour on-call shifts
- Respond to paged errors, monitor paused queues, and retry queues
- Answer calls
- Serve as Incident Manager during major incidents, including sending customer emails and updating StatusPage
- Take after-hours on-call shifts approximately one week every other month
- Diagnose connectivity, configuration, and messaging issues and monitor production feeds
- Teach customers and technical partners to use self-service tools such as config modifiers, log inspector, alerting, and translation sets
Requirements
- Technical support experience
- Ability to learn quickly and think critically
- Comfortable reading and interpreting technical data such as JSON, HL7v2, and logs
- Working understanding of APIs and web service protocols
- Strong communication skills for explaining technical concepts to customers and internal teams
- Organized and customer service oriented
- Comfortable using AI tools for troubleshooting, documentation, and daily workflows
- Experience teaching, training, or documenting for a technical audience (preferred)
- Experience with HL7v2, C-CDA, and other healthcare data formats (preferred)
- VPN, network, or connection troubleshooting experience (preferred)
- Relational databases and SQL queries (preferred)
- JavaScript or another scripting language (preferred)
- Experience in healthcare IT, ideally integration (preferred)
- Jira/Confluence (preferred)
- Zendesk (preferred)
- Must be eligible to be employed in the U.S.
- Must reside and work in the continental U.S.
Core Competencies
Demonstrates strong technical support capabilities, including troubleshooting VPN and API connectivity issues, performing configuration updates, and managing incident responses. Proficient in interpreting technical data and teaching customers to utilize self-service tools effectively.
Highest-signal resume keywords
- Technical Support Experience
- VPN Troubleshooting
- API Understanding
- HL7v2 Experience
- Jira/Confluence
ATS Optimization Keywords
Hard Skills
- VPN Troubleshooting
- API Understanding
- HL7v2
- C-CDA
- Relational Databases
- SQL Queries
- JavaScript
- Technical Data Interpretation
- Configuration Updates
- Incident Management
Soft Skills
- Strong Communication Skills
- Organized
- Customer Service Oriented
- Ability To Learn Quickly
- Critical Thinking
Industry Keywords
- Healthcare IT
- Integration
- Technical Support
- Web Service Protocols
- Troubleshooting
Tools & Technologies
- Jira
- Confluence
- Zendesk
- AI Tools
- Self-Service Tools
#J-18808-Ljbffr
Associate Production Support Engineer, Tier I Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
