Support Engineer - Operations

Key Responsibilities

• Investigate and resolve client issues across WellSky solutions, including hosted, on-premises, and SaaS environments, through backend data analysis, application logging, and infrastructure reviews.
• Advise clients on IT and database best practices, including security, backups, and performance optimization while delivering excellent client experiences through effective written and verbal communication.
• Collaborate with internal teams to address advanced technical issues, act as the escalation point for identifying bugs and enhancements, and log issues for solutions management and engineering teams.
• Maintain accurate documentation in Salesforce by detailing investigation steps, outcomes, and resolutions in compliance with change-control processes and documenting client environment configurations.
• Demonstrate proficiency in hosting infrastructures, network configurations, server setups, and integration endpoints by sharing knowledge and supporting team success.
• Demonstrate proficiency in configuring and troubleshooting AI tooling and associated integrations. Maintain cross-functional integrations between foreign systems via API and associated maintenance.
• Configure, troubleshoot, and maintain the Google Suite of Cloud and Gemini products, such as CX Agent Studio, Logs Explorer, Vertex AI, etc.
• Perform other job duties as assigned.

Required Qualifications

• Bachelor's degree in a related field or equivalent work experience
• At least 2-4 years of related work experience

Preferred Qualifications

• Experience with SQL
• Experience with Python
• Experience with Google Cloud Suite
• Healthcare industry experience