Technical Solutions Engineer (Tier 3 Support)

Role: Technical Solutions Engineer (Tier 3 support)

Industry: IT

Location: On-Site Davis, CA

Remote or Hybrid Options: NO

Salary Range: $75,000 - $90,000

Type: Full-Time/Exempt

*** Must be US Citizen or Current Greencard Holder due to nature of this role***

Overview:

We are looking for a client-focused Tier 3 Technical Support Engineer who is enthusiastic about learning and contributing to the customer delight mission. Some of your responsibilities will include troubleshooting and support to resolve customer issues (over phone, email, and web), documenting an internal knowledge base of common customer issues/solutions, optimizing the Zendesk and Jira environment workflows, and building a culture of world-class customer support.

The Tier 3 Technical Support Engineers collaborate internally with other members of the Technical Support team (Tier 1 and Tier 2) and with other customer-facing teams to develop a complete understanding of the issue at hand, and advocate for the customer to ensure an accurate and timely resolution. Tier 3 Technical Support Engineers are self-starters and owners, leveraging their knowledge of technical tools, our customers, and our product to strive for the best possible outcome on every issue they are responsible for; they are attentive to detail, analytical, and highly empathetic in their approach to our work. Tier 3 Technical Support Engineers can balance competing priorities, independently manage their workload, and are team players.

Requirements:

• Bachelor's Degree in Computer Science/Engineering is required
• 3+ years of experience in Customer Support, Technical Support, Software Development, or Healthcare SaaS Support, preferably customer-facing roles and not in MS products
• Must be US Citizen or Current Greencard Holder due to nature of this role
• Being able to analyze and understand code bases to identify potential bugs
• Proficiency operating from the command line (e.g. bash, zsh, powershell) to interact with files, data, and command-line tools
• Proficiency with programming languages such as Java Script, react.js, Scala, Java, and Python
• Must have proven experience in programming with SQL, Powershell

• Strong Programming skills is a MUST
• Past experience with queries on relational (SQL, MS-SQL, Oracle) or non-relational databases (MongoDB).
• Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers
• Proficient in Networking Knowledge (understanding how one server talks to another server)
• Proficient in Authentication Principles (understanding how SAML, Azure AD, Windows AD)
• Preferred experience in ZenDesk
• Capacity to collaborate across engineering teams to resolve issues
• Healthcare data experience preferred including knowledge of patient privacy (HIPAA and PHI) and EMRs or EHRs
• Proficient in Interface troubleshooting (HL7v2, HL7v3, XML, FHIR) (Electronic Data interchange)
• Proficient in interface configuration and mappings
• Data Migration- (need programming knowledge and C-sharp
• Professional communication skills - written and verbal - that demonstrate an ability to work well on a team and with both technical and non-technical customer contacts
• Ability to think creatively about ways to solve customer problems and increase the level of satisfaction over time
• Key Responsibilities:

• Ensure all customer issues are diagnosed and addressed promptly, in accordance with Service Level Agreements (SLAs).
• Interface with customers to troubleshoot access and data delivery issues, and issues with the user interface.
• Identifying, reproducing, and escalating product defects to engineering teams. Along with documenting requests reported by customers in the Jira ticketing system.
• Able to use dev or test environments to reproduce customer-reported issues and capture logs and errors.
• Participate in testing and QA of the product before major feature releases.
• Work with Customer Success Managers to mitigate potential risks to a customer relationship before they become an issue.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Experience level:

• 4 years

Schedule:

• Monday to Friday

Application Question(s):

• Due to the nature of this role, this job requires US Citizenship or a Current Greencard holder, Are you a US Citizen or Active Green Card Holder?

Education:

• Bachelor's (Required)

Experience:

• SQL: 3 years (Required)
• PowerShell: 3 years (Required)
• Zendesk: 3 years (Required)
• Technical support: 3 years (Required)

Ability to Commute:

• Davis, CA (Required)

Work Location: In person