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FSI · 1 month ago

Technical Support Engineer (Tier 2)

United States

Full-time

Remote

Entry, Mid Level

$75K/yr - $90K/yr

2+ years exp

FSI is a leading provider of computerized maintenance management software for healthcare, dedicated to improving hospital operations. The Technical Support Engineer (Tier 2) will provide advanced technical support for healthcare software solutions, troubleshooting complex issues, and collaborating with cross-functional teams to enhance product quality and customer satisfaction.

Data Collection and LabelingHealth CareInformation TechnologyInternetSoftware

Responsibilities

Respond to and resolve escalated technical support inquiries from customers, ensuring timely and effective issue resolution

Collaborate closely with Tier 1 Support Representatives to provide in-depth technical assistance and guidance

Diagnose and troubleshoot complex software issues related to our healthcare SaaS applications, utilizing your familiarity with Angular, .NET, and SQL Server

Analyze and debug software defects, documenting solutions and best practices for future reference

Collaborate with cross-functional teams, including Development, QA, and Product Management, to address technical challenges and enhance product quality

Contribute to the creation and maintenance of support documentation, knowledge base articles, and troubleshooting guides

Participate in on-call rotations to provide after-hours support when required

Proactively identify areas for process improvement and propose solutions to enhance the support experience for both customers and internal teams

Stay up to date with industry trends, emerging technologies, and best practices to continuously improve your technical skills and contribute to the growth of the team

Identify, propose, and implement AI-enabled tools and techniques to provide increasing levels of automation and enablement for the technical support efforts of the company

Qualification

Technical troubleshootingAngular.NETSQL ServerMicrosoft AzureHealthcare software experienceCustomer serviceProblem-solvingTeam collaborationCommunication skillsDocumentation skills

Required

Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent work experience)

Minimum of 2 years of experience in technical support or application support roles, preferably within a SaaS environment

Familiarity with Angular, .NET, and SQL Server, with the ability to analyze, troubleshoot, and debug complex software issues in these technologies

Excellent problem-solving and analytical skills, with a keen attention to detail

Exceptional communication and interpersonal skills, with the ability to communicate technical concepts to both technical and non-technical stakeholders

Strong teamwork and collaboration abilities, with a customer-centric approach to providing support