PracticeSuite - Support Engineer - Healthcare Applications (3-5 yrs)

Roles and Responsibilities :

- Manage, prioritize, and resolve escalated technical support tickets, ensuring that critical client issues are addressed promptly and effectively.

- Serve as the point of contact between the support team, engineering, and data services teams to facilitate clear communication and quick resolution of complex technical issues.

- Handle high-priority or sensitive client escalations, demonstrating technical expertise and professionalism in addressing and resolving issues.

- Perform in-depth troubleshooting and analysis of technical problems, identifying the root cause and collaborating with relevant teams for resolution.

- Take full ownership of escalated issues from start to finish, ensuring that clients receive consistent and clear updates until resolution is achieved.

- Leverage domain knowledge in the healthcare ambulatory space to provide solutions that are both technically sound and relevant to the client's specific operational needs.

- Document and share solutions to common issues or complex problems to improve knowledge base and support efficiency.

- Collaborate with internal teams to continuously improve support processes, tools, and service offerings, ensuring a better overall client experience.

Required Qualifications :

- Strong technical troubleshooting skills with experience in managing client escalations in a Tier 2 support role or similar technical support capacity.

- Experience working with healthcare applications, ambulatory solutions, and relevant industry standards is required.

- Excellent written and verbal communication skills to interact with clients and internal teams effectively.

- Strong analytical and problem-solving abilities to identify, diagnose, and resolve technical issues efficiently.

- Ability to coordinate and collaborate effectively with multiple teams (engineering, data services, etc.) to resolve client issues.

- High attention to detail, especially when handling complex issues and ensuring they are documented and addressed accurately.

- Experience with troubleshooting issues in healthcare-specific applications or systems (e.g, EMRs, patient management systems, RCM etc.

- Familiarity with common healthcare integration standards (HL7, EDI, CCDA, FHIR, etc.) is a plus.

- Knowledge of support ticketing systems (e.g, JIRA, CRM).

Experience : 3-5 years.

Shift Timings : 9:00 AM to 6:00 PM.

Location : Kochi.