Technical Support Engineer, Rural Health Transformation

About the role

The Rural Health Transformation Technical Support Engineer provides technical support to rural healthcare organizations, their Electronic Health Record (EHR) vendors, and SAS delivery and interface development teams who integrate with a large state-wide Health Information Exchange (HIE).

Responsibilities

• Proactively remove blockers and minimize troubleshooting overhead so development efforts remain focused and efficient.
• Provide direct technical support throughout the engagement lifecycle, acting as the primary triage and resolution point of contact for issues that would otherwise impact developer productivity.
• Connectivity and interface troubleshooting
• Data mapping, message structure, and transport configuration guidance
• Resolution of interface disruptions
• Act as a buffer for interface development, streamlining communication, pre-validating issues, and reducing rework for both SAS and EHR development teams.
• Deliver actionable remediation recommendations aligned with HIE requirements, enabling teams to implement fixes without requiring direct developer intervention where feasible.
• Support validation, remediation, and re-testing activities to restore compliant and reliable data exchange when post-onboarding issues are discovered.
• Diagnose root causes of recurring or newly emerging data quality issues.
• Develop, maintain, and enhance technical documentation for common configurations, troubleshooting steps, and best practices.
• Participate in technical workgroups, advisory committees, or governance forums as appropriate, providing subject matter expertise related to onboarding, data quality, and post-onboarding engagement.
• Work effectively in a cross-functional team environment to support large scale data exchange programs used by thousands of provider organizations in North Carolina.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.

Requirements

• Bachelor's degree or higher in Computer Science, Information Systems, Health Informatics, or related field.
• 5+ years of experience supporting clinical data interoperability through use of healthcare industry standards (e.g., HL7, X12, etc.).
• 5+ years of experience developing and maintaining solutions using Intersystems HealthShare products and/or other interoperability software, e.g. Orion, Health Catalyst.
• Knowledge of electronic medical record (EMR) systems, interoperability software and standards related to clinical data, with a particular emphasis on inbound data transforms (from HL7 v2 and CCDA) as well as support of HL7 FHIR.
• Excellent written and verbal communication skills, with experience working directly with providers and external vendors.
• Ability to be concise, independent and provide defensible decisions in writing.
• Ability to travel as business needs require.

Preferred Qualifications

• Experience with EMR clinical workflows and how data from other systems can be integrated with those workflows.
• Experience working with rural and/or small, independent healthcare organizations.
• Understanding of current and future State and U.S. Health Information Technology (HIT) Policy, Standards and Legislative Agendas from ONC/ASTP (including USCDI standards), HHS, etc.