Technical Services Engineer
About The Position
The Technical Services Engineer is a senior technical support resource responsible for advanced application support, incident management, root cause analysis, and resolution of complex production issues within the GuidingCare platform. The role bridges Level 1 Support, Engineering, Product, and Infrastructure teams to support system availability, operational stability, and customer satisfaction. This position provides production support and troubleshooting across application, database, and configuration layers; supports customer configurations in QA, UAT, Training, and Production environments; and collaborates with internal teams and enterprise customers to resolve technical issues. The engineer also identifies opportunities to automate repetitive work, improve support processes, and build monitoring and alerting capabilities. The position is remote in the United States and may require travel depending on company needs. It involves working across multiple time zones and extended periods sitting or standing in front of a computer using video technology. The role may require occasional movement around an office. A pre-employment criminal background check may be required.
Requirements
- 4–6 years of experience supporting enterprise software applications in a Technical Support, Production Support, or Technical Services environment.
- Experience troubleshooting complex production issues across application and database layers.
- Strong SQL development and data analysis experience.
- Ability to work independently and manage competing priorities in a fast-paced environment.
- Proven ability to communicate effectively with technical and non-technical stakeholders.
- Technical skills in SQL Server/T-SQL, C#/.NET Framework/.NET Core, ASP.NET Core, REST APIs and SOAP Web Services, SSIS, SQL Server Agent, IIS/Windows Server, application log analysis, Jira, ServiceNow, Confluence, and Git/source control.
- Bachelor's degree in a preferred field: Computer Science, Information Systems, Information Technology, Healthcare Informatics, or a related technical discipline.
Nice To Haves
- AWS and/or Azure cloud platform experience.
- Python or Bash scripting.
- Docker and Kubernetes.
- Active Directory/LDAP.
- Dynatrace or AppDynamics.
- Experience supporting healthcare technology applications.
- Healthcare IT experience; familiarity with payer, care management, or healthcare administration platforms is a plus.
Responsibilities
- Monitor, triage, and resolve production incidents across severity levels while meeting established SLA response and resolution targets.
- Analyze incidents in real time and communicate status updates to customers and stakeholders.
- Coordinate emergency production fixes and hotfix deployments with Engineering and Infrastructure teams.
- Serve as the primary escalation point for complex issues from Level 1 Support.
- Investigate critical and high-priority production incidents and conduct root cause analyses using logs, auditing data, and system diagnostics.
- Troubleshoot issues across application, database, and configuration layers, including analysis of application logs, stack traces, and error reports.
- Document findings and provide technical recommendations to Product and Development teams.
- Write and execute complex SQL/T-SQL queries for troubleshooting and analysis.
- Perform backend data corrections, updates, migrations, and cleanup activities.
- Support change management processes, including CAB approvals and production data fixes, and validate data integrity across environments.
- Support customer configurations across QA, UAT, Training, and Production environments.
- Manage configuration synchronizations and GUID consistency between environments and resolve configuration and synchronization failures.
- Administer user provisioning, access controls, and role-based permissions.
- Partner with Product, Development, Infrastructure, DBA, DevOps, and customer-facing teams to resolve issues.
- Prepare detailed escalation packages with investigation results and technical findings, and drive resolution while minimizing escalation turnaround times.
- Participate in customer calls for issue verification and resolution discussions.
- Act as a direct technical contact for enterprise customers and provide timely, professional incident and resolution communications.
- Develop customer-facing summaries and technical updates, and support demonstrations, validations, and issue review meetings.
- Identify opportunities to automate repetitive support activities and develop scripts and tools to streamline support and data correction processes.
- Implement process improvements to reduce ticket volume and increase efficiency, and build proactive monitoring and alerting capabilities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
