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Description:
- Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow-ups until resolution, by respecting set service level agreements.
- Act as a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents.
- Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset into the supportability of the software and also provide fixes and/or workarounds to issues found in the field.
- Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP).
- Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2.
- Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7).
- Participate in any project deemed necessary by the organization.
Requirements:
- Degree in computer science, engineering, or equivalent.
- 5-7 years of experience in client-facing roles focused on Technical Support in the Medical Software Field.
- Linux OS administration expertise.
- Experience running queries in SQL – an asset.
- Networking troubleshooting expertise (Cloud Infrastructure).
- Development experience with scripting languages (PHP, Perl, Python, etc…).
- Ability to read code in other high-level languages.
- Highly motivated to excel and committed to continual skills improvement.
- Team-oriented with strong communication and interpersonal skills.
- Creative thinker and practical problem solver.
Benefits:
- Equal employment opportunity for all applicants, employees, and former employees.
