Support Engineering Analyst

Role & responsibilities

• Configuration Management: Implement, test, and validate configuration changes based on client specifications and product updates.
• System Monitoring: Proactively monitor system operations, identify potential issues, and ensure uninterrupted service delivery.
• Data Analysis & Troubleshooting: Perform detailed data analysis to assist in identifying root causes of issues and generate reports for both internal teams and clients.
• Client Communication: Maintain regular, clear communication with clients to provide progress updates, manage expectations, and ensure a positive support experience.
• Ticket Management: Ensure all support tickets are handled in line with SLAs, maintaining accurate status updates and driving timely resolution.
• Cross-functional Collaboration: Work closely with product, engineering, implementation, and customer success teams to resolve technical challenges and improve support processes.
• Product Expertise: Develop an in-depth understanding of the product, becoming a trusted resource for both clients and internal teams. Provide client training and guidance when necessary.
• Issue Escalation & Documentation: Identify and document recurring issues, escalate them as necessary, and collaborate to enhance product stability and support procedures.
• Metrics & Monitoring: Track, analyze, and report on system metrics to identify performance trends, vulnerabilities, and areas for process improvement.
• 24/7 Support: Participate in the on-call rotation to ensure 24/7 support coverage and address critical client needs in real time.

Preferred candidate profile

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proven experience in technical support or a related role, with a focus on MySQL, SQL, Node.js, and .NET.
• Strong understanding of database management and optimization techniques.
• Proficiency in writing and debugging SQL queries and stored procedures.
• Hands-on experience with Node.js development and server-side JavaScript.
• Solid knowledge of .NET framework and C# programming language.
• Familiarity with front-end technologies such as HTML, CSS, and JavaScript.
  Excellent problem-solving skills and attention to detail.
• Strong communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with cloud-based applications and platforms (e.g., AWS, Azure).
• Familiarity with SQL and database management.
• Knowledge of scripting languages (e.g., .NET, NOD, PowerShell).
• Familiarity with ITIL or other IT service management frameworks.
• Experience with application performance monitoring tools.
• Experience with cloud platforms such as AWS, Azure, or Google Cloud.
• Knowledge of DevOps practices and tools, including CI/CD pipelines and containerization (Docker, Kubernetes).

PHI Access: This role requires access to client accounts for the purpose of investigating client issues.

Off hours / weekend support coverage: This role requires scheduled coverage during off hours and weekends on a rotational basis.

Perks and benefits

• Flexible Working (2 Days from Home, 3 Days from Office)
• Yearly Health Checkups
• Self and Family Health Insurance
• 40+ Annual Leaves (National, Festival, Earned, Casual and Sick Leaves)
• Skills Development Certifications sponsored by Company
• Regular Reward and Recognition

https://upfronthealthcare.pinpointhq.com/en/postings/1d8486bc-496b-463b-a18c-14d69982b696/applications/new