Application Support Engineer - Level 3

• HL7 (ADT, SIU) and FHIR (R4 resources and Bundles) hands-on integration experience.
• Experience with Azure Monitor, Azure DevOps, Zendesk, or Slack in a support workflow.

• HL7/FHIR Proficiency, Microsoft Power BI Data Analyst (PL-300), Azure Data Fundamentals

• Multi-Platform OS Diagnostics: Expert-level support for Windows (10/11), macOS, iOS, and Android, including profile corruption, driver conflicts, and registry/plist issues.
• Programming & Scripting (Required): Working proficiency (2+ years) in .NET, Python, or JavaScript, plus SQL and REST API development/integration, for building automation, internal tooling, or integration fixes.
• Advanced Troubleshooting: Network diagnostics (DNS, latency, packet tracing) using tools like Ping Plotter, Ninja RMM, or VPN stability monitors.
• Support & Collaboration Ecosystem: Mastery of the ticket lifecycle and inter-departmental workflows within Zendesk, Slack, and Azure DevOps.
• Data & Interoperability Literacy: Working knowledge of SQL concepts and API/APK structures; ability to navigate healthcare data standards, specifically HL7 (ADT, SIU) and FHIR.
• Standardized Communication: High-level verbal and written skills for documenting complex resolutions in the internal Knowledge Base and providing clear updates to customers.

• Serve as subject matter expert for healthcare data exchange (HL7/FHIR), ensuring seamless integration between the platform and clinical systems.
• Partner with Implementation teams to audit client customizations and QA teams to validate enhancements before production release.

• Act as the definitive authority for issues Tiers 1 and 2 cannot resolve; review application and system logs, debug the underlying code, and identify and implement the fix.
• Translate front-end issues into actionable technical requirements for developers, distinguishing between environmental gaps and code-based bugs.

• Use Power BI and Azure Monitor to identify system instability or emerging failure trends before they impact end users.
• Refine data queries and reporting structures to better measure customer satisfaction and system uptime.

• Identify knowledge gaps within Tier 1 and 2 teams; design and lead "Deep-Dive" training sessions to increase departmental technical velocity.
• Act as the "Voice of the Customer," advocating for product feature improvements based on recurring technical friction points.

• Independently identify and manage critical system outages, coordinating stakeholder communication and internal escalations through to resolution.
• Assist leadership with team scheduling and supervision of Level 1 agents, ensuring queue velocity is maintained without direct oversight.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification.

Management reserves the right to add, modify, change, or rescind the work assignments of this position.

Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

At Andor Health, our greatest strength comes from bringing together talented people with diverse perspectives to support the technological needs of physicians, hospitals, and post-acute organizations across the globe.

Andor Health offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Andor Health's policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants for North American based positions with Andor Health must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.