ScribeEMR Systems - Senior Support Engineer - Troubleshooting (2-4 yrs)

Job Description :

Key Responsibilities :

- Provide timely and effective technical support to our customers, addressing their inquiries and resolving issues promptly.

- Troubleshoot complex technical problems, identify root causes, and implement effective solutions.

- Analyze system logs and performance metrics to identify potential issues and proactively address them.

- Escalate critical issues to appropriate teams and provide timely updates on resolution progress.

- Conduct in-depth system analysis to diagnose and resolve complex technical problems.

- Utilize advanced troubleshooting techniques to isolate and fix software and hardware issues.

- Collaborate with development and infrastructure teams to identify and implement system improvements.

- Monitor system performance and proactively address any performance bottlenecks or anomalies.

- Work closely with cross-functional teams, including development, infrastructure, and product management, to ensure seamless collaboration and efficient problem resolution.

- Share knowledge and best practices with team members through documentation, training, and mentorship.

- Contribute to a positive and collaborative team culture.

Required Qualifications :

- Strong proficiency in technical support, system analysis, and issue resolution.

- In-depth knowledge of software applications, databases, and system integrations.

- Experience with scripting languages (e., Python, PowerShell) and automation tools.

- Familiarity with cloud technologies (e., AWS, Azure) is a plus.

- Excellent problem-solving and analytical skills.

- Strong communication skills, both verbal and written, to effectively interact with technical and non technical stakeholders.

- Ability to handle pressure and work under tight deadlines.

- A proactive and customer-focused approach to problem resolution.

Education and Certifications :

- Bachelor's degree in Computer Science, Engineering, or a related field.

- Relevant certifications in technical support or related fields (e., ITIL, CompTIA A+) are a plus.

Experience : 2-4 years of relevant experience in technical support or system administration