About The Role

As a Senior Support Engineer, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used, including gathering log files, querying tables, updating database fields, and cycling servers. Effective verbal and written communication with clients and internal collaborators. Documentation of notes, activities, resolutions, and knowledge articles throughout the investigation lifecycle. By prioritizing work based on severity. You'll strike a balance between client and business needs. Collaborating among and across teams ensures that issues are addressed by the appropriate individuals.

We require the candidate be efficient in SQL.

Career Level - IC3

Basic Qualifications

A minimum of 6+ years of related work experience and a bachelor's degree, including:
An academic qualification in computer engineering, computer science, information systems, software engineering, or a related field.

Preferred Qualifications

6+ years of experience in application support, client/customer support, incident management, problem management, and change management.
Knowledge of SQL.
Outstanding interpersonal abilities and adept at efficient communication with collaborators across various regions of the globe.
Good to have Healthcare EMR experience but not mandatory

Prospective employees need to be ready to work different shifts and provide on-call support. Employee should also be ready to work in Sunday to Thursday shift to support our Premium and Standard Support customers in Middle East, Qatar, & Saudi.

Responsibilities Includes

Troubleshoot, Investigate & Resolve front-end application issues, by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.
Troubleshoot/Investigate via backend methods by capturing log files, ability to read and analyze log files, querying tables, updating database fields, and cycling servers.
Perform changes by following Change Management Process.
Communicate effectively verbally and in writing to clients and internal stakeholders.
Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation.
Prioritize work based on severity and urgency (SLA/SLO), balancing client and business needs.
Perform complex troubleshooting investigations, document notes, and knowledge articles.
Collaborate among and across teams to ensure issues are addressed by the appropriate individuals.
Manage escalations efficiently and to provide timely support during incidents.

Career Level - IC3