Tier 3 Technical Support

About the role

This role will serve as a senior escalation point for complex client issues, combining deep technical troubleshooting with analytical problem-solving in a healthcare technology environment. The position will partner closely with Development and Product teams to reproduce issues, identify root causes, and surface meaningful enhancements. In addition, this person will help reduce ticket volume through process improvements and automation efforts that improve support efficiency and service quality.

Responsibilities

• Triage escalated cases to determine root causes of client issues
• Manage cases according to established service level agreements
• Resolve complex issues through deep troubleshooting and analysis
• Contribute to process improvements to reduce support ticket volume
• Drive automation initiatives by developing Python scripts
• Identify enhancements and communicate findings to stakeholders
• Collaborate with Development and Product teams on issue reproduction

Qualifications

• Master's degree preferred
• Expert knowledge of relational databases (Oracle/PostgreSQL) and PL/SQL
• Proficiency in Python for automation and data analysis
• Familiarity with DevOps practices and incident management workflows
• 2+ years of professional Tier 1/Tier 2 support experience
• Strong analytical and interpersonal skills
• Healthcare IT experience is a plus

Benefits

• Medical, dental, and vision insurance coverage
• 401K plan with 50% company match up to 5% contributed
• Paid short- and long-term disability, life insurance, and AD&D
• Accrued annual paid time off (PTO) of 18 days plus holidays
• $1,500 annual Continuing Education funds available after one year
• Voluntary benefits like FSA, Accident, and Critical Illness insurance

Pay

$115,000 – $125,000 annually

Schedule

Remote - US based candidates only, no visa sponsorship available