Associate Technical Support Consultant

Job Title:

Associate Technical Support Consultant – Interface Support Team

 

Role Overview:

This position is part of the Interface Support Team, providing technical assistance to healthcare clients globally.

The role involves troubleshooting complex technical issues related to system performance, configuration, and connectivity, ensuring seamless integration and support for mission-critical healthcare environments.

 

Primary Responsibilities:


* Interact with corporate customers (IT teams from large hospitals worldwide) via phone and support tickets to troubleshoot and resolve technical issues related to system configuration, performance, and connectivity.


* Diagnose and resolve problems involving application servers, SQL servers, networking, and interface workflows.


* Assess issue severity and criticality, ensuring timely resolution based on priority.


* Document all technical analysis and communication in ServiceNow or the designated ticketing system.


* Collaborate with development teams for escalations and code validations when required.


* Stay updated on product enhancements, design changes, and industry best practices.


* Flexible and adaptable to work in a 24x7 rotational environment.

 

Requirements:


* Bachelor’s degree in Computer Science or equivalent.


* Strong experience in system performance monitoring and troubleshooting (application & SQL servers).


* Good understanding of Microsoft SQL Server, including troubleshooting Always-On and performance issues using SQL Profiler/Extended Events.


* Knowledge of Windows Server or other server OS.


* Solid understanding of networking architecture, clustering concepts, and networking protocols.


* Ability to analyze Windows logs and large application log files to identify root causes.


* Excellent written and verbal communication skills.     


* Strong analytical and problem-solving abilities.

 

Good to Have Skills:


* Experience with Integration Engines (e.g., eLink, Rhapsody, Cloverleaf, Mirth).


* Familiarity with HL7 v2 messaging and healthcare integration standards.


* Understanding of healthcare workflows and terminology.


* Scripting knowledge (PowerShell, Bash, Python) for automation and troubleshooting.


* Prior experience in healthcare product/application support.