Interested in our Senior Support Engineer Position?
POSITION OVERVIEW:
The Senior Support Engineer is responsible for all customer support activities such as help desk and troubleshooting of software systems and clients’ clinical and payer data with a goal to deliver high quality solutions that meet the business needs for all the healthcare clients of Acclivity Health Solutions.
SECURITY ROLES & RESPONSIBILITIES:
Every workforce member at Acclivity has a critical role and responsibility to protect and maintain company, client, and patient data, that they use or are otherwise within their control.
- Abide by Policies and Procedures
- Complete all training requirements
- Read and adhere to privacy and security communications
- Report actual or suspected privacy, security, or policy violations, and breaches to the Chief Security Officer (CSO) and Chief Privacy Officer (CPO)
- Provide service and assistance to the end-users of the systems.
- Operate helpdesk email and future help desk ticketing solution per the clients' requirements.
- Interact with teams to deliver and process data in response to inquiries, issues, and needs for software, procedures, and services.
- Maintain the databases and spreadsheets for data analysis.
- Diagnose and investigate the clinical and payer data issues using SQL.
- Troubleshoot technical hardware and software problems related to functionality.
- Make the systems ready, and routinely monitor the health of systems.
- Be up-to-date and current with system data, changes, and updates.
- Escalate issues to suitable resources such as managers, developers and/or business analyses etc.
- Accurately process and record support tickets using a tracking software system such as Jira.
- Perform the remote troubleshooting through analytical practices.
- Identify and accelerate priority issues per business requirements.
- Protect and maintain company, client, and patient data.
EXPECTATIONS:
There are some established characteristics of our successful employees. They are self-motivated team players who possess important attributes. Those attributes (not limited to) include:
- Judgement
- Communication
- Curiosity
- Courage
- Passion
- Selflessness
- Innovation
- Inclusion
- Integrity
- Impact
- Great customer service and interpersonal skills.
- Excellent problem-solving and critical thinking skills.
- Effective communication skills, including speaking, writing and active listening.
- Good organization, time management and prioritization.
- Keen attention to detail.
- Effective judgement and decision making.
- Great team player with strong self-motivation.
- Willingness to learn and to grow professionally.
QUALIFICATIONS & EDUCATION REQUIREMENTS:
- Great working knowledge of relevant operating systems, software and programming.
- Excellent database skills using a relational database such as MySQL.
- Excellent data troubleshooting skills to investigate and resolve data integrity issues using SQL.
- Efficient troubleshooting abilities in both software functionality and Security.
- Strong knowledge of data ETL process, preferably in Hadoop and/or Nifi.
- Ability to support and work in AWS cloud environment.
- Ability to work with a diverse group of personalities in a team environment.
- 3+ years of experience in software and data support roles.
- 3+ years of experience in Healthcare Technology field with knowledge of clinical and payer data.
- Undergraduate degree or equivalent, IT preferred.
- Passion, Integrity and Energy!
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.